Feedback, rights and responsibilities

We care about what you think and what you would like to tell us

We welcome feedback from patients, children and young people, carers and families. Feedback about your care, treatment or our service may be in the form of a:  

  • compliment  

  • concern  

  • complaint.  

By telling us about your experience we better understand our service from a patient’s point of view. This allows us to think about and improve our service.  

Your rights and responsibilities  

Our Patient Charter describes our patients' rights and responsibilities. A genuine hospital/patient relationship lets us achieve the best possible health outcomes. It allows patients, families, carers, consumers and healthcare providers to work together. They can understand one another and achieve higher quality health and safety outcomes.  

Find out more about the Patient Charter from our Consumer Engagement Manager. 

Supplying feedback  

Feedback is a valuable source of information for us. You have the right to complain or question any part of the healthcare. This is true whether you're a patient, family member or friend.  

Please tell a staff member straight away if any part of your care worries you. Our staff will work with you to resolve your concerns straight away. You can contact our Consumer Liaison if your concerns continue, or you feel we have not resolved them.  

All our patients have access to the Consumer Liaison. The Consumer Liaison will listen to what you have to say and discuss any concerns you may have.  

We will feed your discussion with our Consumer Liaison back to the areas concerned. Doing so lets us improve our service. If you don’t want us to share your details, we can keep your feedback anonymous throughout this process.  

The Consumer Liaison will investigate your concerns and help to resolve them. You will receive a response about the outcome of the investigation.  

Send us your feedback by using a form on the Real-time patient feedback page.

Alternatively you can contact the Consumer Liaison:

  • Phone: (03) 8559 7517
  • Email: [email protected]
  • Post: Consumer Liaison
    Peter MacCallum Cancer Centre
    305 Grattan Street
    Melbourne VIC 3000

You may also seek help from the Health Complaints Commissioner. This is useful if we have tried to resolve your concerns but are unhappy with the result.  

The Health Complaints Commissioner is an independent government authority. It is also impartial - meaning that it is fair and without bias. This office helps protect your right of access to your health information. You can contact the Health Complaints Commissioner on 1300 582 113.  

Feedback and complaint process  

Send feedback or a complaint by phone, email, or written letter. Our Consumer Liaison will then respond to you within two business days.  

To help us supply the best service for you, please be ready to share the following information:  

  • the nature of your concern or complaint  

  • your medical record number (if known)  

  • the name(s) of the person(s) involved  

  • the department in which the problem occurred  

  • the date on which the problem occurred  

  • ideas about how you would like us to help.  

A Consumer Liaison will investigate your concerns. This may include:  

  • asking your permission to investigate if someone else is calling on your behalf  

  • talking with you and/or your family so that we understand your concerns  

  • contacting and talking with the person(s) named in your concerns  

  • reviewing all right documents, including your medical record, if necessary  

  • and working with you to resolve the problem.  

We will make every effort to resolve your concerns within 30 working days. Yet that may not always be possible.  

We will send a letter to you with the result, as well as the following information:  

  • details of your concern  

  • steps taken to resolve your complaint  

  • results of the investigation.  

Related pages

Peter Mac Child Safe Statement of Commitment

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