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Feedback
We love hearing from our community. Your feedback provides us with an opportunity to continually improve the delivery of the healthcare we provide. Whether you want to tell us what we are doing right, or where you believe there is room for improvement, the Townsville HHS values hearing from you.
The Patient Feedback Service is committed to providing high-quality customer service.
If you need an interpreter when providing feedback, please speak with a staff member who can arrange an interpreter for you.
We take your privacy very seriously and all feedback is treated with the utmost confidentiality. You can also provide feedback anonymously.
You can provide compliments, complaints and suggestions by:
Talking to your nurse directly or asking to speak to the manager of the area.
Completing the ‘Please tell us’ form that is located throughout the health service and:
- Placing into the feedback boxes located throughout the hospital
- Handing it to one of our staff
- Posting it to
- Patient Feedback Services
Townsville University Hospital
PO Box 670
Townsville QLD 4810
- Patient Feedback Services
Phoning: (07) 4433 1074 (Monday – Friday 8am – 4pm)
Completing the online feedback form below.
If you have provided your contact details, we will contact you about the matters raised.
Personal information collected by the Townsville Hospital and Health Service (HHS) is handled in accordance with the Information Privacy Act 2009. The information you provide in this form will be securely stored and only accessible by the Townsville HHS. Your personal information may be shared with other health care teams who have been involved in your treatment or organisations that are relevant to the feedback you provide. The personal information you provide on this feedback form will not be disclosed to parties external to the Townsville HHS who were not involved in your care without your consent, unless we are required by law to release your information e.g. police warrant or subpoena. If you do not provide your personal information we will not be able to contact you to hear your feedback. For information about how the Townsville HHS protects your personal information, or to learn about your right to access your personal information, please see our website at https://www.qld.gov.au/legal/privacy.
Read more about complaints and compliments about health services.
Unhappy with our response?
If you’re unhappy with our response, please talk to us first. However, if you’re still not happy with the outcome of your feedback there are independent services provided by the Office of the Health Ombudsman and Aged Care Quality and Safety Commission.
Consumer feedback 2019 - 2020
The Public Service Act 2008 requires the Townsville Hospital and Health Service to publish information in relation to consumer feedback.
| Total compliments received: | 2209 |
| Total complaints received: | 1302 |
| Complaints acknowledged within five calendar days: | 100% |
| Complaints resulting in further action *: | 279 |
| Complaints resulting in no further action: | 1023 |
| * The Townsville Hospital and Health Service has defined this as the number of complaints with a severity assessment of ‘Moderate’ or higher and were not resolved at frontline. | |
Write to us at:
Patient Feedback Service
Townsville University Hospital
PO Box 670
TOWNSVILLE QLD 4810
Email: Send Email
Ph: (07) 4433 1074 to speak with a Patient Feedback Officer (Monday – Friday 8am – 4pm)
Go beyond the feedback
Great ideas come from the people who use our services because they know what it is like to be a patient or family member in our care. If you have great ideas, consider joining one of our consumer groups.
Compliments
Your compliments are always shared with the staff who provided your care, and positive feedback is appreciated and valued by our staff.
Suggestions for improvement
Suggestions for improving the services we provide are always welcomed. All suggestions will be taken to the appropriate forum for review, discussion and consideration.
Complaints and concerns
As a patient, consumer or client of the Townsville Hospital and Health Service, you have the right to make a complaint about services you, or someone you know, received that did not meet your expectations.
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The Townsville Hospital and Health Service acknowledges the Traditional Owners of the land on which our health facilities have been built. We pay respects to Elders past, present and emerging; and we value Aboriginal and Torres Strait Islander history, culture and knowledge.