Give feedback

As our patient, you have the right to safe and high-quality health care. Read about your rights and responsibilities.

Your feedback is important to us. It helps us identify areas for improvement and acknowledge things we’ve done well.

You can give us feedback by talking to us, writing to us or using our online form.

If you feel comfortable you can talk to the staff member who is caring for you or your child. If you’re not happy with their response, can speak to the person in charge of the ward, unit or department.

We review all feedback and:

• share compliments with our staff
• send suggestions to our forums for review, discussion and consideration
• investigate complaints and action decisions made through the investigation.

You can give your feedback by filling in the online form or you can contact us by:

• Phone: 07 3068 1120
• Email: CHQ_PatientExperience@health.qld.gov.au
• Post:
  Patient Experience Team
  Children’s Health Queensland
  PO Box 3474
  South Brisbane QLD 4101

If you're concerned about a patient, you can also follow the Ryan's Rule process. Read about the Ryan’s Rule process on the Clinical Excellence Queensland website. They also have information in other languages.

Feedback form

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Complaint resolution

The Public Service Act 2008 (the ACT) requires that we publish information in relation to complaints received by Children’s Health Queensland.

2023/24

Total compliments received: 310.

Total complaints received: 791. This included 69 complaints with potential human rights limitations. In most cases, the complaints did not specifically mention human rights but were identified by CHQ as having potentially limited human rights.

Complaints resulting in further action: 705 – these complaints were accepted and resulted in remedial or improvement action.

Complaints resulting in no further action: 86 – these complaints were accepted and resolved immediately at the point of service.

Following assessment by CHQ of the 69 complaints with potential human rights limitations:

• 55 complaints reviewed were assessed as having no limitation on human rights and resolved by way of explanation, apology and/or quality improvement.
• 8 complaints reviewed were assessed as justified/lawful limitations on human rights and resolved by way of explanation, apology and/or quality improvement.
• 4 complaints reviewed were assessed as unlawful/unjustified limitation and resolved by way of explanation, apology and/or quality improvement.
• 2 complaints are pending assessment.

2022/23

Total compliments received: 349.

Total complaints received: 948. This included 338 complaints with potential human rights limitations. In most cases, the complaints did not specifically mention human rights but were identified by CHQ as having potentially limited human rights.

Complaints resulting in further action: 908 – these complaints were accepted and resulted in remedial or improvement action.

Complaints resulting in no further action: 48 – these complaints were accepted and resolved immediately at the point of service.

Following assessment by CHQ of the 338 complaints with potential human rights limitations:

• 208 complaints reviewed were assessed as having no limitation on human rights and resolved by way of explanation, apology and/or quality improvement.
• 125 complaints reviewed were assessed as justified/lawful limitations on human rights and resolved by way of explanation, apology and/or quality improvement.
• 5 complaints are pending investigation.

2021/22

Total compliments received: 468.

Total complaints received: 941. This included 206 complaints with potential human rights limitations. In most cases, the complaints did not specifically mention human rights but were identified by CHQ as having potentially limited human rights.

Complaints resulting in further action: 908 – these complaints were accepted and resulted in remedial or improvement action.

Complaints resulting in no further action: 33 – these complaints were accepted and resolved immediately at the point of service.

Following assessment by CHQ of the 206 complaints with potential human rights limitations:

• 121 were reviewed and assessed as not limiting human rights and were resolved locally.
• 5 are still being considered and are not yet finalised.
• 80 were assessed to have limited human rights and were resolved at a local level by an acknowledgement and apology, explanation or business improvement.
• 2 were accepted by the Queensland Human Rights Commissioner for resolution which also considered human rights concerns.