You have a right to comment on the care and service provided by health service organisations. This right forms part of the Australian Charter of Healthcare Rights. Learn more about your rights and responsibilities.
To share your feedback with Mercy Health, Health Services you can:
1. Talk to our staff
lf you have a question or concern, let our staff know. Your feedback is important to us.
2. Ask to speak with the person in charge
If you are still concerned, you can ask to speak with the person in charge of the home, ward or department.
3. Write to us online
Use our online feedback form.
4. Write to us using a physical feedback form
Our feedback form has a reply paid label on the back. You can place your completed form in the post at no cost to you. You can also place it in a feedback box (at our sites) and we will contact you when we receive it.
We value your feedback – English
In Health Services we also have forms available in the following languages:
We value your feedback – Arabic
We value your feedback – Chinese
We value your feedback – Karen
We value your feedback – Vietnamese
We value your feedback – Persian
5. Contact our Feedback Team
Aged Care
Feedback Officers are available on 03 8416 7942, Monday to Friday. If we miss your call, please leave a message on our answering machine with your name and contact number. You can also email agedcarefeedback@mercy.com.au
Health Services
Feedback Officers are available on 03 8416 7783, Monday to Friday. If we miss your call, please leave a message on our answering machine with your name and contact number. You can also email feedback@mercy.com.au
You can request a copy of your medical or health records here.
At any point throughout the complaint process, or if you are not satisfied with the outcome of your complaint, you may write to or call the Health Complaints Commissioner. The Commissioner responds to complaints about health services and the handling of health information in Victoria. The service is free.
Phone: 1300 582 113 from Monday to Friday, 9am–5pm to discuss your complaint.
Mail to:
Health Complaints Commissioner
Level 26
570 Bourke Street
Melbourne Vic 3000
Online:
Fill out a complaint form at hcc.vic.gov.au
Mental Health Complaints Commissioner
Level 26
570 Bourke Street
Melbourne Vic 3000
Phone: 1800 246 054
Online:
Fill out a complaint form at mhcc.vic.gov.au
Human Research Ethics Commissioner
50 Lonsdale Street
Melbourne Vic 3000
Phone: 03 9096 5239
Disability Services Commissioner
Level 30
570 Bourke Street
Melbourne Vic 3000
Phone: 1800 677 342
Office of the Public Advocate
Level 204
Lygon Street
Carlton Vic 3053
Phone: 1300 309 337
The New South Wales Health Care Complaints Commission
Level 13
323 Castlereagh Street
Sydney NSW 2000
Phone: 1800 043 159
Australian Health Practitioner Regulation Agency
GPO Box 9958
Melbourne Vic 3000
Phone: 1300 419 495
Additional resources
Last reviewed September 27, 2017.