Patient complaint and compliment form

The Department of Health, the Top End Health Service and the Central Australia Health Service welcome all types of feedback, including complaints, compliments and suggestions.

Your feedback helps improve Northern Territory health services.

Making a complaint

If I make a complaint, when will I get a reply?

• We will contact you within five days and aim to have a full response for you within 35 days.  If your complaint is still being investigated after 35 days and a response is not yet ready, we will update you every 20 days.

What will Northern Territory Health do with my feedback?

• Your feedback will help us improve the way we deliver health care services.

What happens to my information?

• Anything you say will be treated confidentially and will not appear in your medical

Who should I speak to about my feedback?

• In the first instance, please discuss any concerns you may have with a health staff member or the manager of the service providing you with health care. A list of providers, including hospitals and clinics, is available on the contacts page.
• In the Alice Springs, Royal Darwin and Palmerston Regional Hospitals, there are patient advocates and/or customer service officers who can support you while you are in hospital:
  
  Patient advocate and customer service, Royal Darwin Hospital
  Phone: (08) 8922 8824
  patientadvocaterdh.doh@nt.gov.au
  
  Patient advocate, Alice Springs Hospital
  Phone: (08) 8951 7777
  patientliaisonash.doh@nt.gov.au
  
  Customer Service Officer, Palmerston Regional Hospital
  08 7979 9705

• Top End Mental Health Service has a Consumer Consultant who can support clients to lodge feedback:
  
  Consumer Consultant
  Phone: (08) 8999 4930
  GMTEMHandAOD.Health@nt.gov.au

Online feedback form

You can also submit your feedback using the online form below or contact the complaints coordinator on (08) 8999 2572 or dohconsumerfeedback@nt.gov.au

Required fields are marked with an asterisk (*).

Type of feedbackComplaintComplimentEnquirySuggestion

Who is providing the feedbackPatientFamily memberCarerOther

If you are providing feedback on someone else’s behalf, have you received consent to do so?YesNoNA

Please note we are required to confirm consent directly with the patient and contact will be made once the feedback is received.

Submitter details

MrMrsMs

First name

Last name

Phone number

Email address

Date of birth (if you are the patient)

Patient details

If you are providing the feedback on behalf of someone else, provide the patient’s details below:

MrMrsMs

Patient - First name

Patient - Last name

Patient - Phone number

Patient - Email address

Patient - Date of birth (so we can look at your file)

Feedback information

Which service are you providing feedback about (be as specific as possible)Please selectRoyal Darwin HospitalPalmerston Regional HospitalGove District HospitalKatherine HospitalTennant Creek HospitalAlice Springs HospitalHealth ClinicMental HealthAlcohol and Other DrugsOral Health ServicesHearing HealthCancer Screening ServicesOther

What date (approximately) did you access the service?

Provide a brief summary of your feedback (up to 250 words) *

Escalation to independent bodies

If you are unable to resolve your complaint directly with the service or if you wish to receive assistance from an independent party, you can lodge a complaint to an external organisation.

The two main bodies for health complaints are the Community Visitor Program (for mental health services) and the Health and Community Services Complaints Commission (all services).

Community Visitor Program (for clients of mental health services only)

The Community Visitor Program (CVP) is an independent body that oversees reviews and complaints under the law. It provides a personal service by looking into and trying to settle complaints and concerns.

The community visitor program helps improve service improvements and your outcomes.

You have the right to access the program when you are admitted to the Northern Territory (NT) Mental Health Service, either in a hospital or in the community.  To find out more, visit:  Community Visitor Program website.

Health and Community Services Complaints Commission

The Health and Community Services Complaints Commission is an independent statutory body established under the Health and Community Services Complaints Act.

They provide assistance to Territorians to resolve complaints about health, disability and aged services and make recommendations to improve the quality of these services.

They do not represent either party to ensure an impartial decision is made.

Call 1800 004 474 or go to the Health and Community Services Complaints Commission website.

Other independent bodies who may be able to assist

• The Children’s Commissioner of the Northern Territory
• The NT Ombudsman
• The Anti-Discrimination Commission

Last updated: 26 March 2018