How we treat your feedback
- All compliments will be fed back to the relevant areas and shared with staff.
- All suggestions will be taken to the appropriate forum for review, discussion and consideration.
- All complaints will be reviewed and if you have chosen to provide your contact information, you will be informed of any action taken and/or decisions made
We value all types of feedback and will always review your complaints and provide a response.
Complaints will be treated confidentially and will not negatively impact the care you receive.
What you need to know before making a complaint
You can make a complaint if you’re not happy with the service you’ve received. You can also make a complaint on behalf of someone else with their consent.
Before making a formal complaint, we recommend you discuss your concerns with the staff looking after you. You can also ask to speak to the Nurse Unit Manager, Team Leader or Director of Nursing in rural facilities.
If you make a formal complaint, a staff member assigned to your complaint will aim to contact you within 5 working days. We’ll then do an internal review and let you know the outcome within 35 days.
If you’re not satisfied with the way we’ve handled your complaint, you may also contact the Office of the Health Ombudsman.
Raise concerns about a patient's health (Ryan's Rule)
Ryan's Rule is a 3 step process to support patients of any age, their families and carers. You can raise concerns if a patient's health condition is getting worse or not improving as expected.
Read more about the Ryan’s Rule process on the Clinical Excellence Queensland website.
Give your feedback
You can give your feedback by filling in our online form or you can contact us by:
- Phone: 07 4616 6152
- Email: consumer_liaison_ddhhs@health.qld.gov.au
- In writing:
Consumer Liaison Service
PMB 2
Toowoomba, Qld 4350
Complaint resolution
The Public Service Act 2008 (the ACT) requires that we publish information in relation to complaints received by Darling Downs Health.
2022/2023
Total compliments received: 1,262
Total complaints received: 1,418
- Complaints resulting in further action: 1,137
- Complaints resulting in no further action: 281
Complaints acknowledged within 5 days: 100% (574/574)
Complaints resolved within 35 days: 62.3% (883/1,418)
Please note the ACT doesn't define "Number of Complaints resulting in further action". We've defined this as the number of complaints that weren't resolved at front line and required further investigation.