Compliments or Complaints

Armadale Kalamunda Group (AKG) is committed to providing high quality health care and your feedback is important because it lets us know what is working well and what can be improved.

If you would like to pass on your thanks to the staff who cared for you, or if you have any suggestions on how we can improve, please let us know.

Share your feedback with us

There are a number of ways you can provide us with valuable feedback (PDF 490KB).

Talk to someone:

  • Talk to the staff caring for you or ask to speak to the person in charge.
  • Contact our Patient Experience department Monday to Friday, 8.00am – 4.00pm on 9391 1153 or AKG_ConsumerLiaison@health.wa.gov.au. 

Share your story:

  • Complete a survey f you are asked to do one.
  • Share your story on Care Opinion (external link) – an online platform where you can provide feedback about your experience, or the experience of someone you know, with one of our hospitals.
  • Ask one of our staff to contact our Patient Experience department for you or ask for a feedback form.
  • Complete an online feedback form (under 'Enquiry Category', select 'Compliment or complaint').

Help us help you:

To help us understand your feedback, please let us know:

  • What occurred and when, with dates and times if possible and who was involved.
  • What would you like to happen as a result of sharing your feedback?
  • If you wish to be contacted about your feedback, please provide us with your contact details.

 
Concerns or complaints

If you are unhappy with our service, please let us know.

  • Our Patient Experience department will contact you to confirm your complaint has been received.
  • Formal complaints will be investigated within 30 working days in accordance with the WA Health Complaints Management Policy 2020 (external site).
  • You will be provided with contact details should you have any questions throughout the process, and we will keep you informed if there are any delays with our investigation.
  • You will be informed of the outcome of your complaint, by letter unless indicated otherwise. You will then have the opportunity to respond or ask for further information if you wish.
  • If you are a patient, your complaint will not be included on your medical record. All information pertaining to your complaint is confidential and will only be discussed with those directly involved in the investigation.
  • Making a complaint or providing your feedback will not impact on any future care or treatment.

 
External advocacy and support

If you require external advocacy and support with a complaint, you can contact the Health Consumers’ Council (external site):

Unit 6 Wellington Fair 40 Lord Street, East Perth WA 6004
Phone: 9221 3422
Freecall: 1800 620 780
Fax: 9221 5435

If you feel your concerns were not fully addressed by the health service, you have the option of contacting the Health and Disability Services Complaints Office (HaDSCO) (external site) who can assist with an independent review:

GPO Box B61, Perth WA 6838
Phone: 6551 7600
Fax: 6551 7630
Teletext phone: 6551 7640
Freecall: 1800 813 583
Email: mail@hadsco.wa.gov.au

Additional assistance to consumers 

Mental Health Advocacy Service (external link)

Address (Free Post):
Reply Paid 84455
West Perth WA 6005

Office location
Unit 6 18 Harvest Terrace
West Perth WA 6005

Telephone:
Freecall: 1800 999 057
Phone: 61 8 6234 6300
Email:contactus@mhas.wa.gov.au

Living Proud - LGBTIQ+Community Services (external website)

 

Last Updated: 25/10/2024