Every Queenslander has the right to make a complaint about the conduct of a health service provider. If you believe you have received unacceptable medical treatment, you are entitled to raise your concerns and have them independently considered.
Below is a brief overview of how you can make a health complaint in Queensland, and why doing so may be worthwhile.
Who can you complain about?
Anyone can make a complaint about a health service or health practitioner. This includes:
- Public and private hospitals
- Public health services
- Registered health practitioners such as doctors, nurses, dentists, chiropractors and physiotherapists
- Unregistered health practitioners and other health service providers
Raise your concerns directly
In many cases, the quickest and most effective way to resolve a concern is to speak directly with the hospital, clinic or health professional involved.
Be direct: Speaking with your treating doctor, nurse unit manager or another appropriate staff member may resolve the issue without the need for a formal complaint.
Be prompt: Raise your concerns as soon as possible. Delays can make it more difficult to investigate what occurred or achieve a satisfactory outcome.
Be clear: Explain what happened, including the relevant dates and events, and outline what outcome you are seeking. Sometimes an explanation, apology, corrective treatment or change of treating practitioner is all that is required.
Making a formal complaint
If you do not feel comfortable raising your concerns directly, or you are dissatisfied with the response you receive, you may make a formal complaint to the Office of the Health Ombudsman.
Complaints can be lodged by telephone, in writing or through the Ombudsman's website.
The Office of the Health Ombudsman is an independent body responsible for receiving and investigating health complaints in Queensland. Depending on the circumstances, it may:
- Facilitate or mediate a resolution;
- Refer the complaint to another organisation, such as the police or a professional registration body;
- Investigate the complaint; or
- Take immediate action where necessary to protect public health and safety.
Why are complaints important?
Making a complaint can help improve healthcare for everyone.
Complaints provide health service providers with an opportunity to identify problems, improve systems and reduce the risk of similar issues occurring in the future. In some cases, your complaint may also lead to an explanation or apology that helps provide closure.
Is there a time limit to make a complaint?
Generally, health complaints should be made within two years of the events giving rise to the complaint, or within two years of becoming aware of those events. While the Office of the Health Ombudsman may still consider complaints lodged outside this period in some circumstances, making a complaint as soon as possible will usually assist with the investigation.
Can I claim compensation?
Possibly.
It is important to understand that the Office of the Health Ombudsman does not determine whether you are entitled to financial compensation.
If you believe you have suffered injury or loss because of negligent medical treatment, you should seek independent legal advice about your rights.
A successful medical negligence claim may allow you to recover compensation for losses such as medical expenses, lost income, future care needs and other damages, depending on your individual circumstances.