Complaining About Health Services
We know that sometimes people who use drugs (PWUD) don’t receive the treatment that we deserve from health services due to stigma and discrimination. If you feel you have been treated unfairly, you can lodge a complaint.
Most health services have feedback, complaint or grievances procedures that you can use to ensure your complaint is heard and addressed. If you intend to speak to someone in person, you can ask to speak to a manager, supervisor or director of nursing.
If it is a hospital, you should be able to contact the hospital’s designated complaints officer. They can ensure any complaint you make is taken seriously and treated confidentially. They can also ensure that you are kept informed about the process and the outcome of your complaint.
If your complaint involves a non hospital-based health service you can make a complaint in writing to the Director of Clinical Governance of your Local Health District (this complaint needs to be in writing).
However, if you are not satisfied with the outcome, you can contact the independent NSW Health Care Complaints Commission (HCCC). They will investigate your complaint if you have first tried to resolve it with the health service directly.
How to complain
There are many different ways you can raise your complaint or concerns about your treatment. You can speak to someone directly, by telephone or write a letter. The HCCC website has some information and tips on resolving your complaint directly with the service you wish to complain about.
If you are complaining in person or by phone, try to remember it will be more effective if you stay calm. It's a good idea to keep a record of the time and date of your discussions, the name and title of the person you spoke to, what you discussed, and the outcomes of the discussion, and what, if any, agreement was reached about your complaint.
Writing a complaint letter is a good way to get your complaint down in a clear and concise manner. If you try and answer these four questions it will help you keep on track.
What happened?
Who was involved?
Why are you making this complaint?
What do you want the service to do?
Most health services take complaints made by the public seriously. Complaining sends a message to health services and police about what the community thinks is acceptable. You can contact NUAA at (02) 9171 6650 or via our contact form for more information what your options are about making a complaint.