Patient safety

At Children’s Health Queensland, we are committed to upholding the highest possible safety and quality standards at every level of care. Our Patient Safety and Quality Service works with staff and families to facilitate safe, timely, appropriate, effective child and family-centred care for children and young people in Queensland and northern New South Wales. The Service aims to support the organisation to exceed the expectations of patients and families. We also aim to develop safe, reliable systems and processes and empower staff to speak up and keep each other safe. Key strategies include:

  • Creating opportunities for the voice of children, families and staff to be heard and working collaboratively to impact change.
  • Facilitating partnerships with staff, children, families, consumers and the wider community to optimise the experience of children and families and increase safety through engagement of families in care.
  • Empowering our staff to speak up and promote an ethos where we welcome and expect an approach to keep each other safe.
  • Driving improvement through measurement, analysis and meaningful reporting.

Driving improvement

Children’s Health Queensland is committed to driving improvement through monitoring, measuring and reporting our performance in a number of ways. Examples include monitoring of statewide and local key performance indicators and benchmarking against national and international standards.

Families and consumers provide a unique perspective into our performance which is invaluable in ensuring our health care is responsive to their needs and expectations. To support this, we have reliable, robust processes in place that foster a culture of openness and willingness to learn from compliments, incidents, complaints and suggestions. This informs opportunities for improvement and optimises the experience of, children, young people and their families.


Partnering with families, staff and the community plays an invaluable role in helping us ensure our service meets their needs and expectations. Feedback from patients and families about their experience helps us identify and address areas in need of improvement. To find out more about sharing ideas and feedback about your experience visit the Share your experience page.

We also encourage our staff to provide feedback and highlight any concerns they may have through the reporting of complaints and incidents and early escalation of issues with the aim of improving care and reducing the risk of patient harm.

Ryan’s Rule

Children’s Health Queensland was the first hospital and service in Queensland to implement ‘Ryan’s Rule’, a family-initiated medical emergency tool for families to raise concerns about their child’s care.

Ryan’s Rule recognises that families know their child better than anyone, and empowers them to raise concerns via an easy three-step process. In the first instance families are encouraged to speak with their child’s nurse or doctor. If they feel the matter is not resolved, they can then speak to the nurse in charge or call 13 Health (13 43 25 84) to request a Ryan’s Rule clinical review. A Ryan’s Rule call will alert a Medical Emergency Team to visit the hospital ward and assess the situation.

Visit our Keeping kids safe in hospital page.

Contact us

Call us to speak with one of our Patient Experience Improvement Officers.
t: 07 3068 1120

Or, share your experience using our online form.

Useful links

Do you have questions about your child’s care? 

Know your rights and responsibilities