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Aboriginal Patient Advocacy Training

Health Consumers’ Council has partnered with the National Justice Project and The Aboriginal Health Council of WA to develop some training for organisations and workers who work with Aboriginal people, and Aboriginal community, to help support their clients and family, friends and community who are dealing with the health system.

The inequity and injustice that can confront Aboriginal people in our health system can lead to poorer health outcomes and health advocacy plays a big part in addressing these issues.

This training will help people gain a better understanding of the barriers and enablers for Aboriginal people in our health services and systems, a deeper understanding of health rights and the important role of health advocacy.

The training that we have developed focuses on:

  • Increase your understanding the barriers that can prevent Aboriginal people accessing equitable care
  • Developing a better understanding of the health system
  • Gaining a deeper understanding of health rights
  • Developing health advocacy skills so that you can better support Aboriginal clients
  • Learning about various complaints mechanisms and avenues for people
  • Self Care and Vicarious Trauma

If you would like to register your interest for future sessions, please contact Tania Harris, Aboriginal Engagement Coordinator, on tania.harris@hconc.org.au or 9221 3422.

Resources

Handouts – Mental Health Rights

Frequent issues and questions

FAQs for Urgent Health Issues
FAQs for Urgent Mental Health Issues

 


How can I track my hospital appointments and referrals?

You can call Outpatient Direct on 1300 855 275

Or download the ‘Manage My Care’ app here: https://www.healthywa.wa.gov.au/Articles/J_M/Manage-my-care.  The app allows you to track your referrals and their status, see your upcoming appointments and their details, and allows you to change, accept or decline.  You can add family members to the app as well!  This app and number are for public hospitals only.

 

Alternatively, if your appointment or referral is for a private clinic, hospital or specialist, you can call the service directly and enquire about the status of your referral or the date and time of your appointments.


How can I request a refund or waiver of fees?

The easiest way to request a refund is to contact the service provider directly in writing or by calling the service, making sure you include the invoice number, amount and reason you would like a refund or waiver.  Sometimes it may take some time for an outcome to be reached, and you can request that the account be put on hold until the outcome is decided.

Pathology clinics and St John of God Ambulance have dedicated billing and accounts phone lines that you can search.  Sometimes bills may be reduced or a payment plan offered, and sometimes the request may be declined.  Often services will ask if the consumer has a concession card or other financial stress that will make it difficult or impossible to pay.  Feel free to use the following template in your request for a refund:

Refund Request Template Letter

1. Example of refund request

2. Example of refund request


How can I get support in appointments?

Sometimes appointments with health service providers can be daunting, and it can be difficult to keep track of the conversation while remembering to ask your questions or gain clarification. In these situations, there are several support options available to you:

  1. You are able to bring a support person to your appointment (family member, friend, support worker).  This is often the best way of feeling supported in your appointments, as you have moral and emotional support, as well as a second pair of eyes and ears to take in what is being discussed.
  2. You can write down a list of your questions beforehand, and take it in with you to your appointment.
  3. You can request a written report of your appointment from the health practitioner which details the key points covered.
  4. You can ask that a sentence or piece of information be repeated if you are unsure of its meaning.
  5. You can take notes while in your appointment, so that you can keep a record of the things discussed.

If you are having a procedure done in an appointment and you would like support, you can request a chaplain or extra support person to sit with you and provide emotional support during your procedure.  If this is something you may need, you can also call ahead of your appointment to request someone be available during your appointment.

Pain and Stimulant medication FAQs

Please click on the button below to download a list of FAQs and relevant information.

FAQ list and responses for Schedule 8 medications

How do I get a second or further opinion?

It is your right as a patient in the healthcare system (physical health, and voluntary or involuntary mental health) to have a second opinion regarding your care.  You may want a second opinion because you’re unsure about your doctor’s diagnosis, medical advice or treatment plan. You might want to consult a doctor with more experience in your condition. Or you might just be looking for a better doctor-patient relationship. Not every doctor will be the right fit for every patient.

You can request a second opinion from your nurse or doctor while you are in hospital, and they may seek out a second doctor, or you may contact a doctor you know and trust who may be able to complete the second opinion.

If you are seen by a health professional in an outpatient setting, you can ask your GP to provide you with another referral for a second opinion if you disagree or are unsure of the recommended treatment plan.  If you disagree with your GP’s assessment or plan, you can see another GP in the same clinic or in a separate one.

You can request a second opinion at any time you are unhappy with a specialist or health professionals opinion or plan.  However, there may be consequences in requesting a second opinion in the public system, as often there are not enough resources to provide further opinions.


What does 'out of catchment' mean?

Out of catchment means that your address is outside of a health service’s geographical boundaries.  This usually means that the hospital or public health service is unable to see or treat you, and will refer you to the hospital or service that provides to your catchment area.

Perth Hospital Catchment Areas


How do I get a referral to a specialist?

To get a referral to a specialist, you will need to see your GP to discuss the reason you would like to see a specialist.  It may also be helpful to have a particular specialist in mind that you can ask your GP to refer you to.  Some specialists may see you without a referral, but you will be out of pocket the full amount, without medicare or health insurance rebates.

Further information on referrals


How do I request a new health provider?

You ask! You can always ask your GP for a new referral, or you can request your care be taken over by someone else.  This request can be in writing or verbal, and should be respected as long as there is capacity for this to happen.  For example, if you wanted a new GP or psychologist within the same practice, you could ask that you be transferred or you can book your next appointment with the professional of your choosing.  It becomes a little harder in the public health system, and especially limited in rural and remote areas where there is often a severe lack of healthcare options.  If you would like to discuss this further, please call us on 9221 3422 (ext. 1) or email us at advocacy@hconc.org.au.


How can I review decisions made about my schedule 8 medications?

Schedule 8 medications are mainly pain medication and stimulant medications, and are usually seen as addictive, therefore distribution and prescription is monitored and restricted.  If there has been suspected misuse/dependence of schedule 8 medication by a health professional, it may be reported to the Medicines and Poisons Regulation Branch, and your name placed on the Drugs of Dependence record.  Your GP or another health professional is able to lodge an appeal to any notification made against you.

Medicines and Poisons Regulation Branch

Information on Drugs of Dependence Record Appeal Process


Why is my doctor no longer able to prescribe my ADHD/Pain medication?

See the above drop-down for further information on appealing a notification on your record with the Medicines and Poisons Regulation Branch.

There are restrictions on the supply of certain pain and stimulant medications. These restrictions apply if you:

  • have a specified medical condition such as psychosis or bipolar disorder
  • are receiving medication to treat any substance use issues or concerns
  • have a notation or record with the Drugs of Dependence record
  • are not having your pain managed by a pain specialist
  • and other restrictions

Your specialist needs to apply to the Department of Health for permission before prescribing the medication. Additionally you may be required to perform urine drug screens. Your consent is required for the specialist to send the information to the Department of Health.

This does not preclude you from accessing the most appropriate stimulant medication.

It is best to discuss the matter with your specialist. They can get in touch with the Department who will assist them to get the best possible outcome.

Further information on schedule 8 medication and prescription

What are my rights as an involuntary patient?

The Health Consumers’ Council is unable to provide advocacy for consumers who are involuntary, or being held or treated on forms.  This includes CTOs (Community Treatment Orders).

The Mental Health Advocacy Service provide this service to consumers who are under 18 years old (any status), who are living in mental health supportive accommodation (private psychiatric hostel) or if you are being held for assessment or on any forms.

Your rights as an involuntary consumer include the following:

  • Right to information about your rights
  • Right to ask questions and be fully informed about any treatment offered to you
  • Right to receive a further opinion about treatment
  • Right to have your involuntary status reviewed by the Mental Health Tribunal
  • Right to be represented at a hearing before the Mental Health Tribunal
  • Right to freedom of lawful communication
  • Right to a medical examination after being admitted to a hospital
  • Right to access your medical records
  • Right to keep your personal possessions securely while you are a patient in a hospital
  • Right to an interview with a psychiatrist
  • Right to confidentiality
  • Right to nominate a nominated person
  • Right to have a treatment, support and discharge plan and be involved in the making of the plan, if you are an involuntary patient
  • Right to make a complaint to the mental health service and/or the Health and Disability Services Complaints Office if you are unsatisfied
  • Right to seek legal advice
  • Right to access the Mental Health Advocacy Service
  • If you are of Aboriginal or Torres Strait Islander descent, to the extent practicable and appropriate to have treatment provided in collaboration with an Aboriginal Torres Strait Islander mental health worker and significant members of your community including elders and traditional healers

For further information:

Mental Health Advocacy Service

Mental Health Commission Resources

List of Mental Health Act Forms

Further Opinions for Involuntary Consumers


8. Feedback for our Advocacy Service

If you have used HCC’s Advocacy service, and would like to provide feedback about your experience, please complete this form.

 

Please do not use this form if you need help with making a complaint about an issue in the health system. For information and support to make a complaint or navigate the health system, please contact our Advocacy team on 9221 3422 or advocacy@hconc.org.au

4. How to make a complaint to a GP or clinic

There are two ways you can have your complaint heard and responded to by the health service.

You may find these resources useful in your complaint efforts: 

Sample Complaint Letter How to complain about a GP or clinic information sheet How to write a complaint letter Example of consumer letter to Specialists Example of consumer complaint to GP

 

1. The first is via the Practice Manager

Every private practice and clinic should have a practice manager who oversees all complaints and communications to and from the service. You can call your clinic or GP to ask for the name and email of the practice manager. You are then able to call to speak with the practice manager, or you can write and post or email your complaint, along with a request for a written response.

 

2. The second is via the Health and Disability Service Complaints Office (HaDSCO) and/or the Australian Health Practitioners Register of Australia (AHPRA)

https://www.hadsco.wa.gov.au/Make-a-Complaint

  • HaDSCO is the overarching body for all health and disability service complaints in WA.
  • They can negotiate to provide explanations, apologies, changes in policy, refunds, access to services, education for the medical professionals and conciliation.
  • HaDSCO will also communicate with AHPRA if required, and they operate with services in general.
  • Please include as much information as you have with the forms; you can write in a separate document and send that with the form if there is not enough room.
  • Also include the communication you have had previously with the health service, as HaDSCO requires you to have already submitted a complaint to the service previously.
  • HaDSCO offer the following options as outcomes they can work towards, however there is no guarantee that any of these will definitely occur.
    • Explanation
    • Access to service
    • Apology
    • Adequate service
    • Change in policy or procedure
    • Counselling/other support
    • Refund/waiver of fees
    • Disciplinary action
    • Conciliation
    • Training/education for service provider
    • The option for ‘other’ – in which you can write your own.

https://www.ahpra.gov.au/Notifications.aspx

  • The Australian Health Practitioner Regulation Agency (AHPRA is the overarching body for all health professionals in Australia).
  • They handle registrations and concerns/notifications regarding specific health practitioners.
  • AHPRA is not able to get an apology or recognition from the medical professional, but they are able to investigate and put conditions on a professional’s practice, suspend or terminate their registration, and implement other disciplinary actions.
  • They work from a public safety perspective and engage directly with the practitioner.

If at any point you require advocacy assistance with your complaint and its resolution, you can contact us, the Health Consumers’ Council, for advice on 9221 3422 (extension 1), or via advocacy@hconc.org.au

We are not a complaints management service, but we do offer support in navigating the existing complaint systems for WA health consumers.

 

Management Committee

When the Health Consumers’ Council (HCC) adopted its new Rules to conform with the updated Incorporations Act 2015, our Board became a Management Committee. The New Act provides some differentiation between larger organisations who have Boards as opposed to smaller organisations who have Management Committees.

2023-24 Management Committee

Mallika Macleod – Chair

Mallika brings many years of not-for-profit Board experience at state and national levels as a ‘young’ professional. She believes in the importance of good governance to support an Executive Director to uphold the vision and mission. Mallika is passionate about the importance of upholding citizens’ rights, and the key role of peak advocacy bodies in this. She believes human rights, and contemporary practice must be part of the dialogue at all levels, and we must have a body that can call out those institutions that are stuck in the dark ages and do not respect the rights of health customers and patients. She is the General Manager at Tura New Music and was previously the Director of Client Services at Disability in the Arts, Disadvantage in the Arts Australia (DADAA).

Niall Naghten – Deputy Chair

Niall has been a Certified Practicing Marketer of the Australian Marketing Institute since 2018 and has over 15 years’ experience at senior levels in a variety of industries. Originally from Ireland, Niall emigrated to Australia in 2012 and most recently moved into a senior consultancy role after leading the marketing and communications function at Activ Foundation for over four years.

While working at Activ Foundation, Niall helped to establish the crisis response team and eventually served as its Chair during the COVID-19 pandemic. This role saw him completely redirect the organisation’s focus to ensure that the health needs of thousands of individuals with intellectual disability were met.

Niall is passionate about ensuring that every person has equitable access to information that they need to make decisions about their health.

Rebecca Carbone – Secretary

In November 2014, Rebecca underwent surgery to partially resect a tumor located in her Cerebellum/Brain Stem. This was followed by a massive brain hemorrhage, and she was left with Locked-in-Syndrome (LiS). Her prognosis was dire – she was assessed as unable to be rehabilitated. She had three further inoperable tumors in 2015 and focused on intensive rehabilitation. She has learned to walk, see, speak, read, and write again. In 2018, she passed a driving assessment through the Independent Living Centre and has returned to study.

Prior to the surgery Rebecca worked her way from what was essentially a personal assistant role to a Quality and Welding Inspector trained to International ASME Standard. A traditionally masculine occupation, it took hard work and determination to achieve this.

Rebecca is extremely passionate about all aspects of health and wellbeing. She believes that health should be approached with a vision towards wellness as opposed to illness. Each consumer should be empowered to research and investigate methods of scientifically proven medical intervention and/or treatment so as to make an informed decision as to what will work best for their needs. She brings a very unique perspective to HCC’s Management Committee as a consumer; a woman with a disability that lives with chronic illnesses; a younger adult with an acquired brain injury that is commonly associated with the elderly; the cultural experience of as a child of Southern European migrants; and a volunteer in the health sector.

Ian Ludlow – Treasurer

Ian is a Chartered Accountant Fellow. Following eight years employed in public accounting practice, has over 25 years of experience working at senior levels in not-for-profit organisations serving the community in education, youth and adult accommodation, conference centre operations, large scale property management, insurance and risk management, and mental health services. He is currently the Business Manager for two schools in the Swan Christian Education Association.

He is involved in the community including volunteering with the Anglican Church for more than 30 years, with experience ranging from local parish, Central Diocese, National Church, governance, large scale youth work, and including company directorships of large and very large ($100M+ turnover) church entities delivering aged care. In more recent years, volunteering has included with Scouts WA as a leader supporting Cub Scout, Scout, and Venturer Scout sections in his local area.

Michael Crowley

Michael is an experienced legal practitioner and law academic in both Western Australia and New South Wales. He has over ten years’ experience teaching law at Edith Cowan University whilst maintaining a right of private practice as a barrister. As an academic, he taught and coordinated a range of law units including criminal law, advanced criminal law, terrorism and the law, security and the law, public international law, coronial law and mortuary practice, and the law of evidence. Other roles included mooting coordinator and course coordinator roles in law and forensic investigation and membership of ECU’s Security Research Institute. Research interests focused on international humanitarian law and terrorism. During this period as an academic he had extensive involvement in key international mooting competitions as moot problem writer, finals judge, arbitrator, moot executive committee member and coach. Previously in New South Wales his experience was as defense counsel in criminal law jury trials and conducting appellate work.

For some 10 years he was a lecturer in criminal law and procedure with the Law Extension Committee within the University of Sydney and a revising examiner for the Legal Practice Board of New South Wales. Before moving from New South Wales to Western Australia he was appointed visiting lecturer in law at Chongqing Technology and Business University, Chongqing, People’s Republic of China.

Meredith Waters

Meredith lives in Esperance and identifies as a carer for a family member, and an enthusiastic consumer representative for people living in rural and regional Australia. She is a member of a District Health Advisory Council and is a former Board Member of the WA Country Health Service. She also runs a local radio program.

Meredith was a board member with WACHS five years as a consumer representative and has seen firsthand how much more there is to be done in the area of effective consumer representation. She is particularly interested in health in regional and rural Australia.

Kim Brewster

Kim is passionate about person-centred care, improving healthcare outcomes for all West Australians, and ensuring the consumer’s voice is heard in interactions with healthcare staff and the health system more broadly.

Kim’s background is in Anthropology and Sociology and Human Rights Law. She is an experienced researcher and policy professional, having previously worked in research and evaluation – utilising research skills to develop strategic recommendations to inform policy, marketing campaigns, and decision making at various levels from Ministers through to policy and research teams.

She has worked for a number of not-for-profit organisations over the years and currently works in the Aboriginal Community Controlled Health Sector (ACCHS) where she is a strong advocate for the ACCHS holistic Model of Care, preventative models of care, increased access to services (particularly for regional and remote communities), and local care in the community.

On a personal note, Kim has been both a consumer of health care and a carer for a family member, and has seen firsthand how difficult it can be to ensure your voice is heard within a complex and busy health system, and the need for consumers to be empowered to make informed choices.

Al Muhit

Al Muhit is the Director of Medical Technology at Child and Adolescent Health Service in WA. He grew up in a medical family and became passionate about patient-centred healthcare from a very young age. He has been involved with a number of not-for-profit organisations including Australian Doctors for Africa (ADFA), Osborne Park Rotary, and Bangladesh Australia Association of WA. Al has been instrumental in facilitating medical and imaging equipment donations to various Asian and African countries over the last decade, through these organisations. He wants to see consumers empowered by digital technologies and become active partners in the management of their healthcare.

Kirtida (Tina) Shah

Kirtida Shah is a health professional and has been a dedicated community leader for the last 12 years in Western Australia. Born in Ahmedabad, Kirtida migrated to Perth along with her family in 2005 and has since strived to promote both Gujarati and Indian culture amongst the wider Australian population. Her passions include women empowerment, awareness and education on domestic violence, engagement and promoting Indian culture, tradition and values. Kirtida was also an integral part of helping the community during the COVID-19 pandemic, leading the organisation of chartered flights to India from stranded citizens and family members. Furthermore, she arranged a taskforce in-charge of providing essential groceries for Indian students as well as individuals living in rural area.

Organ and Tissue Donation

In 2021, Health Consumers’ Council received a Community Awareness Grant from the Organ and Tissue Authority to undertake a project aimed at empowering Western Australians to increase their knowledge of the benefits of organ and tissue donation and transplantation, to encourage family discussion and know each other’s donation decisions, and to register online on the Australian Organ Donor Register.

We want West Australians to be able to make informed decisions about organ and tissue donation, and that means ensuring they can access the right resources to help them make the decision, register, and have that conversation with their family.

Our focus is on increasing awareness and encouraging conversation among Aboriginal people and people from Culturally and Linguistically Diverse backgrounds.

As part of the grant, we hosted community conversations with Aboriginal people, young Aboriginal people, people from culturally and linguistically diverse backgrounds, and young people from culturally and linguistically diverse backgrounds, to learn more about what the community already knows about organ and tissue donation, what they’d like to know, and what resources would be most beneficial for them.

You can request a copy of the insights from these community conversations by emailing info@hconc.org.au

What we learned

It quickly became clear that organ and tissue donation is a topic people in these communities want to talk about.

They told us they want to know more about the issue, and how it could impact them and their families. They want to be asked their thoughts on the topic, and how information can best be shared with their communities. They want to hear people’s stories.

Most importantly, these conversations need to be held in a way that is respectful of the donor, the donor family, culture, and personal beliefs. In particular, many of the young people we spoke to had lots of ideas about how information around organ and tissue donation can be shared with their communities.

These sessions showed us that the importance of the human connection and the stories of people who have been both donors and recipients, can’t be overestimated.

Resources

We produced a range of resources based on these community conversations, including a video, a series of graphics answering the most commonly asked questions, posters to add details of your own community conversation or event, and designs for two pull-up banner to be used at events.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If you’d like to receive high resolution images, a copy of the video, or discuss how you can use the banner or postsers, please email info@hconc.org.au

Inquiry into organ and tissue donation in Western Australia  

In February 2023, the Standing Committee on Public Administration announced the commencement of an inquiry into organ and tissue donation.

The Committee’s inquiry would consider issues and opportunities to improve organ and tissue donation rates in Western Australia, looking at:

  • the effectiveness of the current model for organ and tissue donation in Western Australia
  • issues impacting organ and tissue donation rates in Western Australia
  • opportunities to improve organ and tissue donation rates in Western Australia
  • and any other matters considered relevant by the Committee.

Health Consumers’ Council provided a submission to the enquiry based on the yarns, stories, and experiences of the consumers we consulted with through the Community Awareness Grant we received from the Organ and Tissue Authority.

We were then asked to speak further to these learnings and Clare, Tania and Nadeen from Health Consumers’ Council appeared before the Standing Committee for a hearing in June 2023. We were joined by Caz, a double lung transplant recipient who shared her story with us during the work we did in 2021.

You can read our submission to the inquiry here and watch a recording of our hearing before the Standing Committee here.

Out of Pocket Medical Costs Finder tool

The Federal Department of Health are excited to invite you to attend the upcoming webinar about their initiative to reduce consumers’ out-of-pocket medical costs through the upcoming enhancements to the Medical Costs Finder. This is an existing website where users can discover better cost information for common non-GP medical specialist services across Australia. It is being improved and enhanced through this project.

Date: Tuesday, 17 August 2021
Time: 12:30 PM – 1:30 PM AEST (online) 10.30-11.30 AM AWST
Cost: Free

To RSVP email OOPTransparency@health.gov.au by Friday, 13 August 2021, they will then share the webinar link with you.

Background

The Medical Costs Finder website provides general guidance on the costs of common specialist services by location. It is an initiative to address costs transparency and mitigate ‘bill shock’ from unexpected out-of-pocket medical expenses, by helping consumers better understand the fees associated with services commonly provided by medical specialists earlier in their health journeys.

Currently, the website shows general information on typical costs for common services both in and out of hospital, with 1,100 specialist treatments currently listed. The Federal Department of Health are working to enhance the website so specialists will be able to add their individual fees for common medical procedures and their arrangements with different private health insurers.

The enhancements to the Medical Costs Finder will provide consumers and referring doctors with greater information and choice when deciding on a medical specialist.

The upcoming one-hour webinar will take you through the proposed enhancements to the Medical Costs Finder and allow the opportunity for you to have any questions answered. If you have any questions, please do not hesitate to contact them via email at: OOPTransparency@health.gov.au

5. How to access your medical records

 

Click here for a Template for Records Requests Click here for a Freedom of Information Letter template

 

WA Private Health services

  • If the service is private (GP, psychiatrist, specialist clinic, private hospital), your information will be kept and released in accordance with the Privacy Act 1988.
  • You can apply for your records via a Privacy Act form, which most hospitals will have available on their website.
  • The alternative is to email, call or mail, writing a letter requesting the records, including the service name, the dates, the specific documents you would like (clinical notes, test results, referrals, reports, discharge summaries, admission forms).
  • You will need to submit one or two forms of ID which may need to be certified (driver’s licence, passport, Medicare card, pension card, bank card). Certification may be done by the privacy officers.
  • The Privacy Act does not apply to deceased persons, and evidence that the applicant is the executor of the deceased person’s will is required.

 

WA Public Health Services

  • If the service is public (public hospital, community mental health service)
  • Your information will be kept and released in accordance with the Freedom of Information Act 1992.
  • All public health services will have a Freedom of Information office which deals exclusively with these requests. Most public services will have a FOI form, or you can use a letter template available on our website to request your records. The alternative is to call or email your request.
  • You will need to include the service name, the dates, the specific documents you would like (clinical notes, test results, referrals, reports, discharge summaries, admission forms), and one or two forms of ID which may need to be certified.

 

How can I get incorrect personal information changed?

First, contact the service to discuss whether it will correct that information without the need for you to make a formal FOI or Privacy Amendment application.
If you need to make a formal request to the service, it will need to:

  • Be in writing
  • Give enough details to identify the relevant document
  • Point to what information you believe is inaccurate, and explain why, with evidence, and
  • Say how you want the information changed

Having records deleted or edited is quite rare, but having a note inserted which details your experience and truth allows for your voice to be heard in the context of your experience and your medical records.  Records are rarely changed because they reflect one professionals opinion at that one place in time, and to dispute this successfully requires a lot of irrefutable evidence. 

The option of including a note in your file instead of having your records amended is often an empowering experience.  You are able to write it (usually keep it to 1-2 pages), and you are able to request that it be placed permanently in your file.  

Example of Note in Records

 

FAQs


Is there a charge/financial cost to access my medical records?

There may be an administrative charge with either private or public process, however you are able to ask that this be waived if it will be a financial stress.  You can also request the records be sent electronically to save on printing charges.  Most personal applications for records will be free though. 


Will I get my complete records?

You may, and you may not. It depends on what you requested in your application, and it also depends on the content of your records.  If there is a high volume of records, the officers may ask you to narrow down your time or requested documents. Records older than 7 years may be inaccessible.  We often experience reduced records/higher levels of redaction for consumers with mental health concerns on their records. 


Will my information be redacted/blacked out so I am unable to read it?

Any personal information pertaining to a third party will likely be redacted. This includes names and contact information, and details about third parties.  This includes their comments, personal details and references to third parties by yourself and health professionals.  The names of health professionals may also be redacted.  If they are and you are wanting your records specifically for the names of the health professionals involved in your care, you can call the FOI/Privacy department and ask for the names specifically.  


My records are from a mental health ward or service. Will I get them?

You may, and you may not. Each service has a duty to ensure that the release of records will not cause harm, and so they may refuse, or may only release the records to a third party with a health qualification/person in the hospital (GP, therapist, social worker).

Often, any records from Princess Margaret Hospital (accessed through Perth Children’s Hospital) will require the records to be given to a health professional or explained to you at PCH with a healthcare worker/social worker.  

The hospital may call you to assess if they feel it will be safe to release the records to you, particularly if they contain reference to any difficult or distressing material or experiences. 

Some hospitals may refuse to release records if you are currently an inpatient with them or with another service. 


The Department have refused access to my records. What can I do?

Contact the Office of the Australian Information Commissioner FOI: https://www.oic.wa.gov.au/en-au/FTP014

You can also contact the FOI/Privacy department to ask why the request was refused, and to assess if there is anything further that you can do which may change the decision prior to an official appeal. 


Working with consumer representatives

There are a range of ways you might want to involve and partner with consumers, carers, family and community members in your work. This information may help you when considering involving consumer, carer, community or family representatives in a working group or committee, or similar structure.

Some things to consider when recruiting and working with consumer representatives:

  • We recommend having at least two consumer representatives in most cases. This provides the representatives with some support and also enables you to seek a bit of diversity of perspectives. It may also help address some of the power imbalance which exists between people in different roles on the group.
  • Consider if there are any groups that might have a perspective you’re interested in that may not come forward for this type of role – this can include people from culturally and linguistically diverse backgrounds, Aboriginal people, people with disability and people experiencing disadvantage, including homelessness – if your representatives don’t have these perspectives, you could consider how else you’ll find out what is important to these groups. (You can chat with us if these are groups you’re looking for input from.)
  • Depending on the make-up of the rest of the group, and the level of experience of the consumer rep, you may want to consider the group and power dynamics in the working group. If this person will be the only consumer voice at the table, you could consider whether you, or the group Chair, might be able to reach out to the person in advance of the meeting. You might also want to follow up after the meeting to see if they have any questions or comments that they didn’t feel able to raise in the meetings.
  • Be clear about what you’re hoping and expecting from the role and the person. For example:
    • How long and how often are meetings?
    • Are there lots of papers for them to read? Is it possible they might need these to be printed out and sent as hard copy?
    • Is the venue for the meetings easy to access? Is there plenty of parking? Or easy access to public transport? (We’d suggest always including information about these when confirming meeting arrangements.)
    • Are they expected to liaise with other consumers or community members to inform the input they provide to this group? How will they be supported to do this?
      • For example, we can circulate information about surveys and other consultations through our networks if that’s appropriate?
      • Bear in mind that many consumers have other commitments including family, work, and their own or their family’s health – they may not have time to do much extra work outside of meetings.
    • Have you confirmed whether you will be offering them a consumer participation payment?

We are always happy to chat through early ideas to help you develop your plan. If you’d like to talk through your plans for involving and partnering with consumers, please reach out to Kieran Bindahneem in the Engagement Team – kieran.bindahneem@hconc.org.au

Our team has worked with the Department of Health, the WA Primary Health Alliance and the Mental Health Commission and have an understanding of working within the parameters of different organisations.

Advertise for a consumer, carer, family, lived experience or community representative

If you have an representative opportunity you’d like us to promote to our networks, please complete this document and submit it to info@hconc.org.au

 

3. How to make a complaint directly to a hospital

There are several ways you can have your complaint heard and responded to by the hospital.

A full list of hospitals and their feedback department contacts is at the bottom of this page. 

You may find these resources useful in your complaint efforts: 

Example of a consumer-written complaint Sample Complaint Letter How to complain to a hospital information sheet Complaint letter template

 

1. Care Opinion: https://www.careopinion.org.au

This is a moderated platform run by an independent non profit organisation that takes your feedback directly to the hospital. Typically you will receive a response from the hospital within 72 hours of it being posted. The team moderate it before posting it so it is not immediately displayed. As all stories are moderated before publishing, please consider this when writing. For example,  critical stories will not be published with names included, they will be edited out. Some stories may not be published but you will be able to discuss this with Care Opinion. You can see their Moderation Policy here.

The Care Opinion website allows you to post your story, positive or negative, anonymously. The health service is identified but you remain anonymous. This story is published to the website where you, and everyone else can track its progress from your story being read, responded to, and a change made if necessary. The feedback is read by the highest level of health service management, so it is one of the most effective ways to make your voice count.
You can also email them at info@careopinion.org.au

We have advocated for this platform, also used in the United Kingdom and Ireland, because its transparency really changes the game. See this page for more information.

 

2. The consumer liaison/patient feedback service

Each hospital in Western Australia has a feedback department. These departments are made up of staff within the hospital who can help facilitate patient and family services within the hospital, as well as take down, investigate and respond to complaints about the hospitals service. There is a full list of these departments on this link or at the end of this document: https://www.healthywa.wa.gov.au/Articles/U_Z/WA-Health-patient-consumer-liaison-contacts


The rural hospitals complaints are managed via https://www.wacountry.health.wa.gov.au/About-us/Contact-us/Provide-feedback; a list of the regions and their contact details is available on this website.
You can email, call, submit online or post a complaint to these departments, and you have the right to be heard and to have your concerns and complaints recorded and responded to.
If you call, make sure to ask for a copy of the complaint in writing, and request a response in writing as well. If you would like a meeting with the health professional/s who were involved, you can also request this.  You can either phone or write to the individual hospital or health service. See their details below. 

 

3. If you are unhappy with the response from either option, you can escalate to AHPRA or HaDSCO:

AHPRA:
https://www.ahpra.gov.au/Notifications.aspx
AHPRA is the overarching body for all health professionals in Australia. They handle registrations and concerns/notifications regarding specific health practitioners. AHPRA is not able to get an apology or recognition from the medical professional, but they are able to investigate and put conditions on a professional’s practice, suspend or terminate their registration, and implement other disciplinary actions.
They work from a public safety perspective and engage directly with the practitioner.

HADSCO:
https://www.hadsco.wa.gov.au/Make-a-Complaint
HaDSCO is the overarching body for all health and disability service complaints in WA. They can investigate and provide explanations, apologies, changes in policy, refunds, access to services, education for the medical professionals and conciliation. HaDSCO will also communicate with AHPRA if required, and they operate with services in general.
Please include as much information as you have with the forms; you can write in a separate document and send that with the form if there is not enough room.
Also include the communication you have had previously with the health service, as HaDSCO will likely require you to have already submitted a complaint to the service previously.

The following options are listed as outcomes for HaDSCO processes, however it is not guaranteed that any or all of the selected outcomes will be achieved. 

  • Explanation
  • Access to service
  • Apology
  • Adequate service
  • Change in policy or procedure
  • Counselling/other support
  • Refund/waiver of fees
  • Disciplinary action
  • Conciliation
  • Training/education for service provider
  • The option for ‘other’ – in which you can write your own.

If at any point you require advocacy assistance with your complaint and its resolution, you can contact us, the Health Consumers Council, for advice on 08 9221 3422 (extension 1), or via advocacy@hconc.org.au

To learn more about complaints in the public system, you can download the Complaints Management Policy here.

 

Public Western Australian Health Feedback Services 

North Metropolitan Health Service

North Metropolitan Health Service, Mental Health

Title: Stakeholder Liaison Officer
Address: Reply Paid 83619 Private Bag No 1, PO Claremont WA 6910
Phone: (08) 9242 9612
Email: feedback.NMHSMH@health.wa.gov.au or complaints.NMHS-MH@health.wa.gov.au

Joondalup Health Campus

Title: Consumer Liaison Service
Address: Clinical Governance Unit, Joondalup Health Campus, Shenton Ave, Joondalup WA 6027, or PO Box 242, Joondalup WA 6919
Phone: (08) 9400 9672
Email: consumerliaison.jhc@ramsayhealth.com.au
Website: Joondalup Health Campus (external site)


King Edward Memorial Hospital

Title: Customer Service Unit
Address: 1st Floor, Executive Corridor, A Block, KEMH
374 Bagot Road, Subiaco WA 6008
Phone: (08) 6458 1444
Email: kemhcsu@health.wa.gov.au
Website: King Edward Memorial Hospital (external site)


Osborne Park Hospital

Title: Consumer Liaison and Admin Officer
Address: Osborne Park Hospital, Osborne Place, Stirling WA 6021
Phone: (08) 9346 8009
Email: OPHCAC@health.wa.gov.au
Website: Osborne Park Hospital (external site)

Sir Charles Gardiner Hospital

Title: Patient Liaison Service
Address: Sir Charles Gairdner Hospital, Hospital Ave, Nedlands WA 6910
Phone: (08) 6457 2867
Email: SCGHPatientLiaisonService@health.wa.gov.au
Website: Sir Charles Gairdner Hospital (external site)


Graylands Hospital

Title: Consumer Liaison Service

Tel: (08) 6159 6600
Postal address: Private Bag 1, Claremont, WA 6910

Email: feedback.NMHSMH@health.wa.gov.au or MHPHDS.CLS@health.wa.gov.au


 


South Metropolitan Health Service

South Metro Health Service

Address: 14 Barry Marshall Parade, MURDOCH WA 6150
Street address: Locked Bag 100, PALMYRA DC WA 6961
Ph: (08) 6152 2222


Fiona Stanley Hospital

Title: Patient and Family Liaison
Address: Fiona Stanley Hospital, Locked Bag 100 Palmyra DC, WA, 6961
Phone: (08) 6152 4013
Email: FSHfeedback@health.wa.gov.au
Website: Fiona Stanley Hospital (external site)


Fremantle Hospital and Health Service

Title: Patient Liaison
Address: Fremantle Hospital, PO Box 480, Fremantle WA 6959
Phone: (08) 9431 2787
Email: FHfeedback@health.wa.gov.au
Website: Fremantle Hospital and Health Service (external site)


Rockingham Hospital

Title: Consumer Liaison Officer/Freedom of Information Coordinator, Education Safety Quality and Risk Unit
Address: Rockingham Peel Group, PO Box 2033, Rockingham WA 6967
Phone: (08) 9599 4323 or (08) 9599 4632
Email: rpgconsumerliaison@health.wa.gov.au
Website: Rockingham Peel Group (external site)


Peel Health Campus

Title: Executive Director
Address: 110 Lakes Road, Mandurah WA 6210
Phone: (08) 9531 8000
Email: enquiries.phc@ramsayhealth.com.au
Website: Peel Health Campus (external site)


 


East Metropolitan Health Service


East Metro Health Service

Area office:
10 Murray Street
Perth WA 6000

Postal address:
GPO box X2213
Perth WA 6847

Telephone: (08) 9224 2244
Fax: (08) 9224 3511
Email: EMHS.GeneralEnquiries@health.wa.gov.au


Armadale Kalamunda Group (Armadale Hospital and Kalamunda Hospital)

Title: Corporate Officer
Address: Armadale Health Service, 3056 Albany Highway, Armadale WA 6112, or PO Box 460, Armadale WA 6992
Phone: (08) 9391 1153
Email: AKG_ConsumerLiaison@health.wa.gov.au
Websites: Armadale Health Service (external site)
East Metropolitan Health Service (external site)


Royal Perth Bentley Group (Royal Perth Hospital and Bentley Hospital)

Title: Consumer Engagement Unit
Address: Royal Perth Hospital, Level 3, South Block, Perth WA 6847, or Box X2213 GPO Perth WA 6847
Address: Bentley Hospital, G Block, Mills Street, Bentley WA 6102, or PO Box 158, Bentley WA 6982
Phone: (08) 9224 1637
Email: RPBG.feedback@health.wa.gov.au
Websites: Royal Perth Hospital (external site) and Bentley Health Service (external site)


St John of God Midland Public Hospital

Title: Consumer Liaison and Release of Information Officer
Address: 1 Clayton Street, Midland WA 6056
Phone: (08) 9462 5240
Email: info.midland@sjog.org.au
Website: St John of God Midland Public Hospital (external site)


 


Child and Adolescent Health Feedback Service

Perth Children’s Hospital

Title: Child and Family Engagement Services
Address: Perth Children’s Hospital, Locked Bag 2010, Nedlands WA 6909
Telephone: (08) 6456 0032
Email: cahs.feedback@health.wa.gov.au
Website: Perth Children’s Hospital (external site)


Country/Rural Feedback Services

WA Country Health Metro Office (they can link you to appropriate rural service)

189 Wellington Street, Perth WA 6000
PO Box 6680, East Perth Business Centre WA 6892
Telephone: +61 8 9223 8500
Facsimile: +61 8 9223 8599
Toll Free: 1800 629 028

Email: WACHS.SafetyQualityPerformance@health.wa.gov.au.

OR


PATS - Patient Assisted Travel Scheme

Kimberly

Bec Smith
Regional Director Kimberley
WA Country Health Service

Unit 1 & 2, 29 Coghlan Street
Broome WA 6725

Postal address: Locked Bag 4011
Broome WA 6725

Phone: (08)9195 2450
Fax: (08) 9192 5819
Email: KHS.Execsecretary@health.wa.gov.au


Pilbra

Regional Director

Margi Faulkner

Postal address: PMB 12, South Hedland WA 6722

Telephone: +61 8 9174 1600
Facsimile: +61 8 9173 3893
Email: WACHS-Pilbara.ExecutiveServices@health.wa.gov.au


Mid West

Acting Regional Director

Rachele Ferrari
Shenton Street
Geraldton WA 6530

Postal address: PO Box 22, Geraldton WA 6531

Telephone: +61 8 9956 2209
Facsimile: +61 8 9956 2421
Email: CES.WACHS-Midwest@health.wa.gov.au


Goldfields

Rgional Director

Peter Tredinnick
The Palms
68 Piccadilly Street
Kalgoorlie WA 6430

Postal address: PO Box 716, Kalgoorlie WA 6430

Telephone: +61 8 9080 5710
Facsimile: +61 8 9080 5724
Email: WACHS-GoldfieldsExec@health.wa.gov.au


Wheatbelt

Acting Regional Director

Russell Colyer-Cockburn
Shop 4, 78 Wellington St
Northam WA 6401

Postal address: PO Box 690, Northam WA 6401

Telephone: +61 8 9621 0700
Facsimile: +61 8 9621 0701


South West

Kerry Winsor
Regional Director South West
5th Floor Bunbury Tower
61 Victoria Street
Bunbury WA 6230

Phone: (08) 9781 2350
Fax: (08) 9781 2385
Emailkerry.winsor@health.wa.gov.au


Great Southern

Regional Director

Geraldine M Ennis PSM
WA Country Health Service – Great Southern

84 Collie Street
Albany WA 6330

Postal address: PO Box 252, Albany WA 6331

Telephone: +61 8 9892 2672
Facsimile: +61 8 9842 2643
Email: gs.ces@health.wa.gov.au 



Private Metropolitan Feedback Services

Saint John of God (all hospitals)


Saint John of God (all hospitals)

St John of God Health Care
Level 1, 556 Wellington Street
Perth WA 6000
Tel: (08) 6116 0000
Fax: (08) 6116 0800
Email: info@sjog.org.au

St John Of God (ALL HOSPITALS)  or https://www.sjog.org.au/about-us/contact-us

List of Locations  Feedback Form for SJOG Hospitals


Hollywood Hospital

Hollywood Private Hospital
Locked Bag 2002
NEDLANDS WA 6909

Phone: 08 9346 6000

Fax: 08 9389 8470

Email: enquiry.hph@ramsayhealth.com.au

Feedback Form for Hollywood Hospital


Other private hospitals

All other private hospitals:

Click here for link