Compliments and complaints
We value feedback from young people and carers. It helps us understand your needs, what we do well and how we can improve.
These are the ways you can provide feedback:
Speak to a staff member
Share your experience with the staff caring for you or your child.
Feedback form
There are 2 ways you can complete a feedback form:
- Fill out a form and place it in the feedback box at the Information Desk at Perth Children’s Hospital
- Complete the form online. Please note this link will take you to cahs.health.wa.gov.au and will open in a new tab.
Visit the Child and Family Liaison Service
Located at Ronald McDonald Family Room
Ground Floor, Perth Children’s Hospital
Open 8:30am – 4:30pm Monday to Friday
Call: 08 6456 0032
Email: cahsfeedback@health.wa.gov.au
Care Opinion
My Say survey
Complete the survey that may be sent to your mobile phone after your appointment.
Find out more about My Say survey. Please note this link will take you to cahs.health.wa.gov.au and will open in a new tab.
Your information will not be shared with others unless you say it is okay to be shared. Giving feedback will help us improve the care we provide in the future.
Speak up! We are here to help comic
A comic resource has been developed to help inform patients and families of their options to give feedback. Click here to download the comic.
Frequently asked questions
What do we do with compliments?
We love to hear when one of our staff or teams have gone above and beyond when caring for your child in hospital.
All compliments are shared with the staff member or team mentioned, and sometimes we share them on social media (with your permission!).
If you feel a CAHS or PCH staff member has shown exceptional performance in the demonstration of the CAHS values of compassion, collaboration, equity, respect, excellence and accountability, you can nominate them for a Stars of CAHS Award.
Find out more about nominating one of our staff.
What do we do with complaints?
Once we have received your feedback, we may contact you to talk to you about your experience in more detail.
All complaints are acknowledged within 5 working days, then investigated and responded to within 30 working days.
If there is a delay due to the complexity of your feedback, we will let you know.
What should I include in my complaint?
When you write to us (see ways you can complain above), please include the following information.
This helps us to assess your complaint.
- Your contact information
- Details about what went wrong, who was involved, when it happened, and what area of the service your child was receiving treatment in.
- What solution you are seeking/hoping for (e.g. explanation, apology)
- Any other information you think is important for us to know.
What if I'm not satisfied with the outcome of my complaint?
If you are not happy with the outcome of your complaint, you can get back in touch with the CAHS Child and Family Liaison Service by emailing cahsfeedback@health.wa.gov.au or calling us on (08) 6456 0032 between 8:30am and 4:30pm, Monday to Friday.
Alternatively, you can lodge your complaint with the Health and Disability Services Complaints Office (HaDSCO) by emailing mail@hadsco.wa.gov.au or calling (08) 6551 7620.
Who could support me to make a complaint?
If you need support to make your complaint, you can ask a family member, friend, advocate or any other support person in your life to help you with the process.
What if I need an interpreter, or hearing or speech services so I can provide my feedback?
You can ask our staff to organise a phone or face-to-face interpreter based on your needs
OR you can call the Translating and Interpreting Service (TIS) on 131 450 and ask for the language you need.
TIS is a free service.
For TTY or modem users, call 133 677 and quote (08) 6456 0032, SMS Relay: 0423 677 767
How can I access support from Aboriginal Health Services?
Aboriginal Liaison Officers (ALOs) provide assistance and support to all Aboriginal and Torres Strait Islander families with children and young people attending PCH.
You can get in touch with an Aboriginal Liaison Officer by:
- Visiting Clinic L on Level 4 at PCH (the ALOs can visit you on the ward if you prefer)
- Phone: 6456 2222 (asking for the Aboriginal Liaison Officer
- Asking your child’s nurse or doctor to make a referral for you
Will making a complaint affect the care provided to my child?
Giving us feedback will help us to resolve the concerns you have in relation to the care we provide.
The treatment and care you/your child receive and the relationship with our staff will not be negatively affected by the feedback you give us.
What if I am worried about my child’s condition whilst in hospital?
We recognise that as parents and carers, you know your child better than us.
If your child is in hospital and you are worried that they are becoming more unwell, you should tell a nurse or doctor straight away.
If you have spoken to their nurse or doctor and are still worried that they are becoming more unwell, you can escalate your concerns with Aishwarya's CARE call.
What other ways can I share my hospital experience?
You can also provide feedback via Care Opinion or the My Say Survey.
Please note the links above will take you to cahs.health.wa.gov.au and will open in a new tab.