Complaints, Compliments and Concerns
Peninsula Health welcomes complaints, compliments or concerns about the care or service provided to you. Your feedback assists us to continually improve our services.
If you have any concerns or problems about any aspect of your care, please discuss your concerns with the person in charge of your care. If after speaking with staff you are not satisfied or would feel more comfortable talking to someone else, please contact Customer Relations on (03) 9784 7298.
You can also email the Customer Relations Manager or write to:
Customer Relations Manager
Peninsula Health
P0 Box 52
Frankston VIC 3199
The Customer Relations Manager is available to all patients, their relatives, carers or friends. Please be assured that your care will not be compromised if you express your concerns.
The issues you raise will be dealt with in a confidential manner and will be fully investigated.
Frequently Asked Questions
Q How do I know you will take me seriously?
A All comments and concerns are taken very seriously here. We always invite people to tell us how they would like their issue dealt with rather than just giving them a standardised answer. We want people to leave the office or finish the call knowing that they have been heard.
Q Is there a waiting list to see you?
A NO. It is usually possible to drop in and see us. If someone wants to talk to us they can go to Reception. They will ring us and a member of staff will attend. We have an office where we can talk in private. We are also available to talk on the telephone.
Q Can I just raise something without it getting all formal and official?
A Of course. Rest assured that whatever it is it will still be taken as seriously as something put more formally and will be passed on to the relevant department.
Q Will my name be printed anywhere if I come in and complain?
A No. Everything is logged on a database, but no names are ever reported. We focus on the number and types of complaints.
Q How long will it take you to come back to me?
A We acknowledge all complaints within 24 hours. We try to resolve complaints as quickly as we can. The time it takes to resolve a complaint will depend upon its complexity. Often one letter will need input from a number of health professionals. The professionals who need to provide input to that response do so as soon as they are able. The challenge is to coordinate this and ensure that the response is not delayed longer than necessary.
If you are not happy with the outcome of your complaint or you wish to take your concerns further, please contact the Health Services Commissioner. The Health Services Commissioner is an independent agency available to everyone who has a complaint about a health service provider in Victoria, however any problem is usually best solved at the point of service in the hospital.
The Health Services Commissioner
Level 30, 570 Bourke Street
Melbourne VIC 3000
Telephone: 8601 5200 or
Freecall: 1800 136 006 for rural residents
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Last Updated 17.01.2008 | Authorised: Peninsula Health