Phone: 08 8231 4169 | Email: info@hcasa.asn.au | Find HCASA on FacebookFollow HCASA on Twitter

Phone: 08 8231 4169
Email: info@hcasa.asn.au
Find HCASA on FacebookFollow HCASA on Twitter

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Consumers at the centre of health
in South Australia

On this page you can find information about how to provide feedback to health service providers, and to Health Consumers Alliance of SA Inc (HCA).

Providing feedback to health service providers

HCA encourages you, the consumer, to use the various complaint processes available to have your concerns, views and grievances addressed by your health service provider.

We believe consumer complaint processes can be a positive means of championing improvements in the health system, leading to better healthcare delivery for all.

In the first instance, we recommend you speak directly with a staff member from the organisation which delivered your service or care.  

If this does not provide a satisfactory resolution, and your concern is about a public hospital, you can contact consumer advisory services at Royal Adelaide HospitalFlinders Medical Centre and Noarlunga HospitalQueen Elizabeth Hospital Women's and Children's Health Network, Lyell McEwin Health Service, and Modbury Hospital.    

The SA Health Fact Sheet on the consumer feedback process details the steps you can take to give your feedback. It also provides a detailed list of consumer feedback contacts for all the SA metropolitan public hospitals, the country and metropolitan Local Health Networks, and Statewide Health Services (SA Ambulance Service, Drug and Alcohol Service, and SA Dental Service).

If your issue is not adequately resolved with the health service, you have the right to pursue your complaint through the Health and Community Services Complaints Commissioner (HCSCC). This is an independent, impartial and confidential free service. HCSCC assists service users, their families, carers, advocates and service providers with information and advice, and can help people who wish to complain about health, community and child protection services in South Australia

You can find out more about making a complaint to the HCSCC here.

If your complaint is about an individual registered health practitioner or student, the Australian Health Practitioner Regulation Agency (AHPRA) can help you. AHPRA is the right place to make a complaint if you are concerned a health practitioner is behaving in a way that could present a risk to you, to other patients or members of the public.

You can find a joint fact sheet detailing what AHPRA does, and what the HCSCC does below.

AHPRA HCSSC Brochure

You may also like to read HCA's Directory of advocacy / complaints services. It provides a summary of advocacy / complaints services that can assist individuals and families who wish to provide feedback or make a complaint about health, aged care or disability services. The role of each service and the degree of individual advocacy it provides is summarised, and contact details are listed. You can access the directory below.

Directory of advocacy / complaints services

 

Providing feedback to HCA

The mission of Health Consumers Alliance of SA Inc (HCA) is to engage consumers and health services to achieve quality, safe, consumer-centred care for all South Australians.

We therefore welcome your feedback - both compliments and complaints.

We aim to achieve prompt, transparent and efficient resolution of complaints. We also want to support your right to choose how you provide your feedback - in person, in writing via letter or email, or by phone.

You are welcome to call into HCA to provide your feedback, or phone one of the HCA team. 

You may seek independent external advice if you are not satisfied following our handling of your complaint.

Also, you can phone the Chief Executive on (08) 8231 4169.

If you are making a compliment or complaint in writing, you can choose to use the Complaints and Compliments Form attached below, or you can write a letter.

Please address your feedback to:

HCA Chief Executive
PO Box 2248
Adelaide SA 5001 

OR

The Chairperson
HCA Board
PO Box 2248
Adelaide SA 5001

Alternatively, you can email your complaint marked Confidential Complaint to This email address is being protected from spambots. You need JavaScript enabled to view it.

At HCA complaints are valued, as they enable us to review and correct any problems, improve our service quality, and maintain positive relationships.

HCA Complaints and Compliments Form

 

Latest news

Summary report for the Oakden Response Plan Oversight Committee released

The final Oakden Response Report is now available. It provides a comprehensive record of the work undertaken by the Oakden Report Response Plan Oversight Committee, on which HCA was a member. The committee was established under recommendations outlined in the Oakden Report It is intended to provide a complete reference point for policy documents and guidelines created in response to the Oakden Report recommendations for use by SA Health staff and staff of partner organisations providing services to older people in South Australia. The document contains details of the work of the Committee and its subcommittees and complete copies of all relevant outputs. You can download the document below. 

 Oakden Response Plan Oversight Committee Final Report

NPS MedicineWise

Monday 20 – Sunday 26 August 2018

Next week is Be Medicinewise Week. The theme this year is ''Our Families Matter'', so it’s important to make safe and wise decisions about medicines and health. No matter what type of medicines you or your family take, it’s important to know your medicines. If medicines aren’t used correctly, the results can be serious. You can find out more about being Medicinewise here.

Pelvic Mesh morning tea

HCA’s Chief Executive, Julia Overton was invited to attend a morning tea held in SA Parliament House and hosted by the Pelvic Mesh Awareness Group. The morning brought people with lived experience together with members of parliament, industry experts and SA health. Thank you to the mesh affected women who attended and shared their experiences with us.

There is a SA Health Transvaginal Mesh Strategy in place now which includes:

- a free consumer support line 1800 666 374, staffed 9am to 4pm Monday to Friday
- establishment of The Consumer Advisory Group
- distribution of information via GP newsletters
- commencement of medical record audit
- establishment of The Executive Advisory Group and Clinical Reference Group.

You can find out more here

Carers SA Strategic Plan 2018-2019

Carers SA has released its Strategic Plan 2018-2019. This is an important document which will guide their work over the next 18 months and has been developed with input from the sector and staff. You can view the Plan on their website here.

Rapid Applied Research Translation for Health Impact Grant Scheme

Closes: 5pm Monday 27 August 2018

The South Australian Academic Health Science and Translation Centre is inviting applications for Rapid Applied Research Translation for Health Impact Grants through a funding allocation from the Medical Research Future Fund (MRFF). This funding opportunity is presented in the context of the Medical Research and Innovation Strategy 2016 -2021 and Medical Research and Innovation Priorities 2016-2018, as part of the Medical Research Future Fund. You can find out more in the Terms of Reference and download an application form below. 

TOR: Rapid Applied Research Translation for Health Impact Grant Scheme

Application form: Rapid Applied Research Translation for Health Impact Grant Scheme


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Events

Equity and Access in Health Care Forum

Wednesday 29 August 2018
1.30pm – 3.00pm
HCA, Adelaide

HCA in partnership with SA Health invites consumers to attend an information session to learn about the draft Equity and Access in Health Care Policy Directive for SA Health. Participants will have an opportunity to contribute their ideas and feedback on the Policy.

You can access the draft policy here.

You can register to attend the Forum here.

If you are unable to attend the Forum you can complete an online survey here.

Planning Ahead Seminar

Thursday 13 September 2018
9.15am – 12.30om
COTA Adelaide

COTA SA is hosting a free Reframing Ageing Seminar about the financial, legal and health benefits of early planning for retirement and beyond. To register and find out more call (08) 8232 0422, 1800 182 324 (free for country callers) or email This email address is being protected from spambots. You need JavaScript enabled to view it. . You can view the program and find out more here.

Disability Ageing and Lifestyle Expo, My Life My Choice

Thursday 27 September 2018

10am4pm
Adelaide Showground

The annual Disability, Ageing and Lifestyle Expo will showcase practical ideas, research and initiatives under the ‘My Life, My Choice’ theme. My Life, My Choice, is about empowering individuals, couples and families to ensure that they remain at the centre of decisions related to their needs and provide information about the types of services and supports that are available to them. You can find out more here.

Motor Neurone Disease Australia Conference

Friday 31 August 2018

8.30am - 5.00pm
Adelaide

The 9th National Motor Neurone Disease (MND) Australia Conference is hosted by the MND Association of South Australia and will be held at the Grand Chancellor Hotel. The Conference will promote the sharing of expertise and understanding of MND nationally, with the aim to improve care and support for people living with MND, their carers and families. You can find out more and register here.

Food Security Onkaparinga Forum

Wednesday 12 September 2018

1.00pm – 4.30pm
Noarlunga

Healthy Cities Onkaparinga is hosting a forum with the aim to establish a Food Security Collaborative for Onkaparinga. Participants will have the opportunity to discuss and provide their input on what should be included in the design of the Food Security Collaborative. There will be guest speakers and presentations, information stalls and light refreshments will be served. You can find out more and register here.


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