Concerns, compliments, protected disclosures

Monash Health’s patient experience vision is ‘exceptional experiences, outstanding outcomes’. More information regarding patient experience at Monash Health is available here.

Monash Health appreciates all feedback about the services we provide and the manner in which they are delivered. We take all feedback about our services seriously and feedback provided will not affect your care or the services provided to you.

Your feedback might be:

  • A suggestion about an improvement
  • A compliment about a staff member of service
  • A complaint or concern about care provided

Tell us what you think

If you have a concern, please raise this as soon as possible. Voicing your concern immediately with the person providing your care, or care of your loved one may hopefully lead to your issue being resolved promptly. Patients and families who actively participate in their care often assist us to achieve better outcomes. If you are not satisfied with your experience at Monash Health, please talk to us:

Step 1: Talk to a staff member looking after you or your loved one

Step 2: Ask to talk to a staff member in charge (on the ward, the nurse in charge will be wearing a red and white checked badge)

Step 3: If your concerns have not been resolved, or if you don’t feel comfortable talking to staff, you can contact one of our Patient Relations Coordinators in the Patient Experience Office.

You can provide feedback by:

  • Calling a Patient Relations Coordinator at the relevant facility or service:

Casey Hospital & Cranbourne Centre 03 8768 1465
Dandenong Hospital 03 9554 8078
Kingston Centre & Residential Services 03 9265 1356
Mental Health Services 03 9554 9237
Monash Medical Centre & Monash Children's Hospital 03 9594 2702
Moorabbin Hospital 03 9928 8584
Monash Health Community & Community Dental 03 9554 8078

Feedback provided to the Patient Experience Office is not monitored outside of normal business hours. If you have a medical or mental health emergency, please contact 000. If you are a current inpatient in one of our hospitals, please ask to speak with the nurse in charge.

  • Completing the online form
  • Emailing your concerns to feedback@monashhealth.org
  • Completing a feedback form. Paper copies of this form are located in most patient areas, or are available for download here. You can place your completed form in a feedback box at any Monash Health site, hand it to a member of staff, or post your form to:

Patient Experience Office
Monash Health

Locked Bag 29
Clayton South
Victoria 3169

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC:
Fill out a complaint form online at www.hcc.vic.gov.au or
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

Protected Disclosures (formerly known as Whistleblowing) - Is there anyone else external to Monash Health that I can complain to?

Complaints about certain serious misconduct or corruption involving public health services in Victoria can be made directly to the Independent Broad-based Anti-corruption Commission (IBAC).

Monash Health encourages individuals to raise their concerns with IBAC if they are uncomfortable raising their concerns directly with Monash Health or if they feel some detrimental action has been, or may be taken against them if they make a complaint. The IBAC website provides detailed information about the types of complaints that can be made to IBAC, your privacy options and the process for management of complaints.

IBAC can be contacted via their website at: http://www.ibac.vic.gov.au 

Monash Health’s patient experience vision is ‘exceptional experiences, outstanding outcomes’. More information regarding patient experience at Monash Health is available here.

Monash Health appreciates all feedback about the services we provide and the manner in which they are delivered. We take all feedback about our services seriously and feedback provided will not affect your care or the services provided to you.

Your feedback might be

·        A suggestion about an improvement

·        A compliment about a staff member or service

·        A complaint or concern about care provided