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

Senate Report on Transvaginal Mesh released

The Senate Report on The number of women in Australia who have had transvaginal mesh implants and related matters was released on 28 March 2018. Australia’s state and territory based health consumer organisations have welcomed the recognition of the extent and impact of harm to women, and the recommendations contained in the Senate report. You can find their media release, together with a joint media release by Pelvic Mesh Support Groups across Australia, and links to the Senate Report and further information here.

#hellomynameis Campaign

The “hello my name is” campaign was created by Dr Kate Granger MBE, a doctor in the UK who had terminal cancer. Together with her husband Chris Pointon, Dr Granger started the campaign in August 2013, asking frontline national health service staff to make a pledge to introduce themselves in future to their patients. She used social media to help kick start the campaign and created the hashtag #hellomynameis. Last week Health Consumers Forum of Australia (CHF) and The Australian Healthcare and Hospitals Association (AHHA) co-hosted the #hellomynameis Comes to Canberra Webinar, which you can view

Hospital-acquired complications information kit supporting safety and quality

The Australian Commission on Safety and Quality in Healthcare, in consultation with clinical experts from across Australia, has developed the hospital-acquired complications information kit. This kit has been developed to improve the safety and quality of health services, and outcomes for Australian patients. The kit also provides insights for consumers on health service activities relating to safety and quality. You can find out more here.

HealthPathways South Australia goes live

HealthPathways South Australia is a free online portal for GPs, practice nurses and other health professionals. It provides them with easy access to comprehensive, evidence-based clinical information, and local referral resources relevant to patient care. With the recent launch of HealthPathways in SA, consumers may see their health providers using this portal. More information and a video that explains HealthPathways South Australia is available here.

Appointment of new HCA CE, Julia Overton

HCA Board Chair Debra Kay PSM is delighted to announce the appointment of our new Chief Executive, Ms Julia Overton. Julia will commence in the role on 23 April 2018. Julia has spent the majority of her career working within the health system in South Australia, with a focus on the social determinants of health and equity. She is an experienced executive, having held senior positions within primary health services and Local Government, as well as management experience in small business. You can read more about Julia below. Julia is looking forward to working closely with our members and partners, consumers and communities, to strengthen the position of consumers at the centre of health in South Australia. 

Julia Overton Biography


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Events

Asthma Masterclass

Monday 9 April 2018
10am - 11.30am

Asthma Foundation SA, Hilton

Would you like to learn to live well with asthma? Asthma Masterclasses aim to increase your knowledge and confidence in managing asthma. Learning more about what asthma is and how to respond to symptoms will help you feel in control of your condition. Learn more about the medications, how to use them and when. We also look at worsening asthma, and teach Asthma First Aid. This is essential information for everyone with asthma, or those caring for others with asthma. You can find all training dates in 2018, Kids Asthma Masterclass details, and register to attend here.

Webinar: Difficult-to-treat and severe asthma - changing the paradigm

Tuesday 1 May 2018

7:00 – 8:00 pm (AEST)

NPS MedicineWise is hosting a webinar on difficult-to-treat and severe asthma. Many asthma sufferers experience uncontrolled asthma and poor outcomes, despite high-dose standard therapy. The webinar aims to explore new therapies which may improve the health outcomes for people who suffer severe asthma. An expert panel will convene for a multidisciplinary discussion on new therapies, and how to identify and manage difficult-to-treat and severe asthma. You can find out more and register here.

Webinar: Heavy menstrual bleeding: Delivering best practice forum

Monday 7 May 2018

9.30am – 3.00pm

The Australian Commission on Safety and Quality in Health Care invites consumers to participate in their upcoming webinar on the Heavy Menstrual Bleeding Clinical Care Standard (the Standard). The Standard was developed in response to significant variation in the rate of hysterectomy and endometrial ablation surgical procedures to treat heavy menstrual bleeding, as identified in both the first and the second Australian Atlas of Healthcare Variation. The webinar will provide participants the opportunity to learn more about the Standard. You can find out more and register to attend here.

7th Strong Aboriginal Children's Health Expo

Thursday 19 April 2018
11am - 3.00pm

Adelaide Entertainment Centre
 
SA Health DeadlyKidsSA, in partnership with Watto Purrunna Aboriginal Primary Health Care Service and Nunkuwarrin Yunti, is hosting this free expo in April. Aboriginal families are encouraged to come along for a day of healthy activities and information in a fun environment. Kids can complete the "My Deadly Health Journey" and receive a showbag! You can find out more and register to attend here

World Elder Abuse Awareness Day Conference

Friday 15 June 2018

8am - 4pm
Glenelg

This year's World Elder Abuse Awareness Day (WEAAD) Conference program has been developed with the theme around 'Prevention to Intervention'. The purpose of the WEAAD is to encourage communities to recognise the issues concerning abuse of older people, and for our society to create policies that promote dignity and respect for older people. The conference will demonstrate strategies developed and used by professionals in a variety of fields. You can find out more about the conference here.


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