Compliments and complaints

We value feedback from young people and carers. It helps us understand your needs, what we do well and how we can improve.

These are the ways you can provide feedback:

A line illustration of a health professional

Speak to a staff member

Share your experience with the staff caring for you or your child.

A line illustration of a feedback form on a clipboard, with a pencil hovering over the form

Feedback form

There are 2 ways you can complete a feedback form:

  1. Fill out a form and place it in the feedback box at the Information Desk at Perth Children’s Hospital
  2. Complete the form online

The entrance to the Ronald McDonald Family Resource Centre, located on the ground floor at Perth Children's Hospital

Visit the Child and Family Liaison Service

Located at Ronald McDonald Family Room
Ground Floor, Perth Children’s Hospital

Open 8:30am – 4:30pm Monday to Friday

Call: 08 6456 0032

Email: cahsfeedback@health.wa.gov.au

Care Opinion

Share your story anonymously on the Care Opinion website.
 
Find out more about Care Opinion.

My Say survey

Complete the survey that may be sent to your mobile phone after your appointment. 

Find out more about My Say survey.

Download our feedback flyer

Your information will not be shared with others unless you say it is okay to be shared. Giving feedback will help us improve the care we provide in the future.

Speak up! We are here to help comic

A comic resource has been developed to help inform patients and families of their options to give feedback. Click here to download the comic.

Frequently asked questions

We love to hear when one of our staff or teams have gone above and beyond when caring for your child in hospital.

All compliments are shared with the staff member or team mentioned, and sometimes we share them on social media (with your permission!).

If you feel a CAHS or PCH staff member has shown exceptional performance in the demonstration of the CAHS values of compassion, collaboration, equity, respect, excellence and accountability, you can nominate them for a Stars of CAHS Award.

Find out more about nominating one of our staff.

Once we have received your feedback, we may contact you to talk to you about your experience in more detail.

All complaints are acknowledged within 5 working days, then investigated and responded to within 30 working days.

If there is a delay due to the complexity of your feedback, we will let you know. 

When you write to us (see ways you can complain above), please include the following information. This helps us to assess your complaint.

  • Your contact information
  • Details about what went wrong, who was involved, when it happened, and what area of the service your child was receiving treatment in.
  • What solution you are seeking/hoping for (e.g. explanation, apology)
  • Any other information you think is important for us to know.

If you are not happy with the outcome of your complaint, you can get back in touch with the CAHS Child and Family Liaison Service by emailing cahsfeedback@health.wa.gov.au or calling us on (08) 6456 0032 between 8:30am and 4:30pm, Monday to Friday.

Alternatively, you can lodge your complaint with the Health and Disability Services Complaints Office (HaDSCO) by emailing mail@hadsco.wa.gov.au or calling (08) 6551 7620.

If you need support to make your complaint, you can ask a family member, friend, advocate or any other support person in your life to help you with the process.

You can ask our staff to organise a phone or face-to-face interpreter based on your needs

OR you can call the Translating and Interpreting Service (TIS) on 131 450 and ask for the language you need.

TIS is a free service.  

For TTY or modem users, call 133 677 and quote (08) 6456 0032, SMS Relay: 0423 677 767

Perth Children's Hospital

Aboriginal Liaison Officers (ALOs) provide assistance and support to all Aboriginal and Torres Strait Islander families with children and young people attending Perth Children's Hospital.

You can get in touch with an Aboriginal Liaison Officer by:

  • Visiting Clinic L on Level 4 at PCH (the ALOs can visit you on the ward if you prefer)
  • Phone: 6456 2222 and ask for the Aboriginal Liaison Officer
  • Asking your child’s nurse or doctor to make a referral for you

Community Health

The Aboriginal Health Team provide culturally appropriate and secure services to the Aboriginal community across the Perth metropolitan area.

Find your local Aboriginal Health team here. 

CAMHS

The Statewide Specialist Aboriginal Mental Health Service (SSAMHS) team supports Aboriginal young people and families in accessing culturally safe mental health services.

You can call or email your local Community Mental Health Clinic for more information about the SSAMHS team.

Giving us feedback will help us to resolve the concerns you have in relation to the care we provide.

The treatment and care you/your child receive and the relationship with our staff will not be negatively affected by the feedback you give us.

We recognise that as parents and carers, you know your child better than us.

If your child is in hospital and you are worried that they are becoming more unwell, you should tell a nurse or doctor straight away. 

If you have spoken to their nurse or doctor and are still worried that they are becoming more unwell, you can escalate your concerns with Aishwarya's CARE call.

Perth Children's Hospital

Call 08 6456 0337

 

King Edward Memorial Hospital NICU

Call 0414 930 196

Aishwarya's CARE Call graphic poster, including phone numbers for PCH and KEMH

You can also provide feedback via Care Opinion or the My Say Survey.
Last Updated: 30/08/2024