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
Consumer feedback
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.
|
Complaint key performance indicators | |
---|---|
Complaints acknowledged within 5 days (Target = 100%) |
99.8% |
Complaints resolved within 35 days (Target = 80%) |
96.2% |
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% |
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 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% |
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% |