Our performance

We measure our performance in line with the Hospital and Health Boards Act 2011, as well as against a range of health care standards set by our Board, the Queensland Government and federal government agencies.

As part of our commitment to meeting community expectations, the Queensland Children’s Hospital was built to address the specific health care needs of children and young people. Since opening its doors to patients in November 2014, the hospital’s performance has been measured against health care benchmarks, other hospital and health services and data from previous years. Tracking our performance in this way helps us identify key areas needing improvement so we can continuously improve.

For more information and detailed data about our performance as a hospital and health service, visit the Queensland Health Hospital Performance website.

Annual reports

Annual report 2021-2022

Previous reports

Consumer feedback

2021-22

Consumer feedback data
Total Number Closed – No further action required Closed – Further action required
Compliments received 468 468 0
Complaints received (including complaints received via Human Rights Commission) 939 929 0
Human Rights Complaints
Total Nº Type of Complaint Human Rights Engaged Outcomes
Human Rights Complaints received 206 Consumer complaint In most cases, complaints did not specifically mention human rights and were identified by Children’s Health Queensland as follows:

– Recognition and equality before the law

– Right to life

– Protection from torture and cruel, inhuman or degrading treatment

– Freedom of movement

– Taking part in public life

– Privacy and reputation

– Right to protection of families and children

– Right to health services.

 121 complaints were reviewed and assessed as not limiting human rights and were resolved locally.

  • 5 complaints are still being considered/not yet finalised.
  • 80 complaints which were assessed to have limited human rights were resolved at a local level by way of an acknowledgement and apology, explanation or business improvement (i.e. updating policies, practices or procedures, training or education, service improvement).
  • Separately, 2 claims were accepted by the Queensland Human Rights Commissioner for resolution which also considered human rights concerns.
Complaint key performance indicators
Complaints acknowledged within 5 days
(Target = 100%)		 99.8%
Complaints resolved within 35 days
(Target = 80%)		 96.2%

2020-21

Consumer feedback data
Total Number Closed – No further action required Closed – Further action required
Compliments received 472 N/A N/A
Complaints received (including complaints received via Human Rights Commission) 815 810 5
Human Rights Complaints
Total Nº Type of Complaint Human Rights Engaged Outcomes
Human Rights Complaints received 33 Consumer complaint In most cases, complaints did not specifically mention human rights and were identified by Children’s Health Queensland as follows:

s15 – Recognition and equality before the law

s16 – Right to life

s17 – Protection from torture and cruel, inhuman or degrading treatment

s25 – Privacy and reputation

s26 – Right to protection of families and children

s30 – Right to humane treatment when deprived of liberty

s37 – Right to health services

 27 complaints were reviewed and assessed as not breaching human rights and resolved—by way of explanation, apology or quality improvement.

6 complaints are still being considered/not yet finalised.
Complaint key performance indicators
Complaints acknowledged within 5 days
(Target = 100%)		 99.84%
Complaints resolved within 35 days
(Target = 80%)		 91.29%

2019-20

Consumer feedback data
Total Number Closed – No further action required Closed – Further action required
Compliments received 569 N/A N/A
Complaints received (including complaints received via Human Rights Commission) 684 675 9
Human Rights Complaints
Total Nº Type of Complaint Human Rights Engaged Outcomes
Human Rights Complaints received 6 Consumer complaint In most cases, complaints did not specifically mention human rights, but were identified by the CHQ Patient Experience Team during the assessment process, potential rights engaged:

s15 –Recognition and equality before the law

s16 – Right to life

s17 – Protection from torture and cruel, inhuman or degrading treatment

s25 – Privacy and reputation

s37 – Right to health services

 5 complaints were reviewed and assessed as not breaching human rights:

  • 1 complaint accepted by the Queensland Human Rights Commission and closed with no further action required
  • 4 complaints resolved – by way of explanation, apology or quality improvement

1 complaint still being considered /not yet finalised
Complaint key performance indicators
Complaints acknowledged within 5 days
(Target = 100%)		 100%
Complaints resolved within 35 days
(Target = 80%)		 92%

2018-19

Consumer feedback data
Total Number Closed – No further action required Closed – Further action required
Compliments received 716 N/A N/A
Complaints received 797 792 5
Complaint key performance indicators
Complaints acknowledged within 5 days
(Target = 100%)		 99%
Complaints resolved within 35 days
(Target = 80%)		 94%