Patient care, complaints and compliments
Patient care
NT Health aims to provide high quality care as close to home as possible.
If you are worried that you or a family member/friend are not getting the required care, you can call the Are You Worried phone number in your region by following these steps.
Step 1: Are you worried?
Tell the staff that you’re worried something is wrong.
Step 2: Are you still worried?
Ask to speak to a senior staff member.
Step 3: Do you need to speak to someone else?
Call the Are You Worried phone number in your region:
- Barkly: 8962 4399
- Big Rivers: 8973 9223
- Central Australia: 8951 8444
- East Arnhem: 0488 045 571
- Top End: 1800 290 888
Download the Are You Worried poster PDF (1.5 MB)
How to make a complaint or enquiry, give a compliment or make a suggestion
We want to give you the best care possible. This includes listening to what you have to say about our services. Your views and comments help us improve.
Your feedback is confidential and can be anonymous. It will not be part of your medical records.
There are different ways you can tell us about your experience:
- If your complaint relates to a breach of information or privacy, please use the privacy complaint form.
- Speak with the staff member looking after you, or the manager of the service you are accessing.
- A list of providers, including hospitals and clinics, is available on the contacts page.
- Speak with one of our Consumer Services Team members, who can support you while you are in hospital.
- Royal Darwin and Palmerston hospitals Consumer Engagement Team (including Patient Advocate):
Phone: 08 8922 8824
patientadvocaterdh.doh@nt.gov.au - Alice Springs Hospital Patient Liaison:
Phone: 08 8951 7777
patientliaisonash.doh@nt.gov.au
- Royal Darwin and Palmerston hospitals Consumer Engagement Team (including Patient Advocate):
- Submit your feedback using the patient complaint and compliment form or
- Contact the NT Health Complaints Coordinator on 08 8999 2579 or email feedback.health@nt.gov.au
When will you get a reply
Confirmation that we have received your complaint will be provided verbally or in writing within 5 days.
Our aim is to respond to complaints within 35 days. If your complaint is still being investigated after 35 days and a response is not yet ready, we will provide you with updates every 20 days so you know how it is progressing.
What happens with your information
Your feedback will help us improve the way we deliver health care services.
Anything you say will be treated confidentially and will not appear in your medical record.
Request an interpreter
Talk to a member of staff to get assistance, they will be able to organise an interpreter for you.
If you are helping someone who needs an interpreter, find out about interpreter services in the Northern Territory.
Dissatisfied with your complaint resolutionÂ
If you're unhappy with how we handled your complaint, you can contact an external organisation.
For health complaints, you can reach out to the:
- Community Visitor Program for mental health services
- Health and Community Services Complaints Commission for all services.
Other independent bodies who may be able to assist:
Visiting the emergency department
Hospital emergency departments (EDs) are for emergencies.
If you need emergency or urgent medical attention you should call 000.
If you don’t require urgent care you can:
- visit a general practitioner (GP)
- phone Healthdirect on 1800 022 222
- use the online symptom checker on the Health Direct website.
- visit an urgent care clinic.
Waiting to be seen in the ED
Waiting in the ED can be hard, especially if you feel sick, worried or in pain.
When you come to ED, a nurse will assess how urgent your care is. This is called the triage process. People with more serious problems get seen first.
NT Health uses the Australian Triage Scale. This is a national system used throughout Australia and New Zealand.
If you feel you are getting sicker or if your pain is getting worse while waiting, let the staff know. You may need to be re-assessed.
Why some people get seen before you in ED
The order people are seen in can change for a few reasons:
- Triage category, when you come to ED a nurse will assess how urgent your care is.
- Number of patients, sometimes, there are a lot of people needing help. This can lead to longer wait times as staff work to care for everyone safely.
- Emergencies, it’s hard to know when there will be lots of sick people needing urgent care. Staff may not know how long you will have to wait.
- Different waiting areas, there are other waiting rooms inside some of the NT Health hospital EDs, so you may not see all people waiting for treatment. Some people who are very sick and need immediate care can arrive through a different door.
- Resources, sometimes, the right equipment or doctors are not available right away so others may be seen while waiting.
Find out where to go for healthcare - GP, Urgent Care Clinic, or ED
If you have a medical emergency, get help right away by calling 000.
If you require urgent care you should visit your GP or phone Healthdirect Australia on 1800 022 222 for assistance.
You can also use the use the online symptom checker on the Healthdirect Australia website.
Specialist appointments
If you have a complaint or question about your specialist appointment read the following information.
Urgent specialist referral - appointments
There could be a few reasons why you have not yet received an appointment for your urgent specialist referral.
Medical triage
Specialist doctors assess all referrals when they are received. They are categorised based on how urgent they are. This may result in an urgent GP request being changed to non-urgent.
New referrals
The outpatient clinics can receive a large amount of new referrals each day, so there can be delays in registering and assessing these.
There are times where there are extended waiting times for specialist outpatient appointments. If your condition changes whilst waiting to see a specialist, you should see your GP for a review and an updated referral can be made.
If you get an appointment somewhere else and don’t need your outpatient appointment anymore let us know so we can withdraw your referral.
Delay in receiving a surgery date
After seeing a specialist, waiting for surgery can be stressful. There are many reasons why the waiting list might take time, these include;
- Priority - cases which are most urgent are done first. Patients can also come through the ED at any time that may require emergency surgery.
- Resources - there might not be enough operating rooms or staff, which unfortunately causes theatre waiting list delays.
- Your health - changes in you condition before surgery might mean more tests or consultations are needed.
If your condition changes and/or gets worse, see your GP for an updated referral. This may mean that your need for surgery may be more urgent and you may be treated earlier.
If you have your surgery somewhere else let us know so we can cancel your appointment.
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