Making a complaint or a complimentThe care, comfort and satisfaction of you and your family is important to the staff and management of the Northern Sydney Central Coast Area Health Service. It is our aim to meet the needs of all our patients/clients.
We believe that it is important for you to give your opinion about the services you receive from us. Your feedback will help us improve services and is most welcome.
There are a number of ways you can submit compliments or complaints to us. They can be written or verbal. Consider the following options and select the one that best suits your purpose:
Step one - Let the hospital/service staff know
Step two - Contact your local Health Service Complaints Manager or Patient Representative
Step three - Contact the Area Health Service, or
Step four – Contact the Health Care Complaints Commission
Step One: Let the hospital or service concerned know
We encourage you to let the nurse, doctor or health professional involved know that you have a concern. You should also discuss your concerns with the manager of the ward or department so that they may work with you to find a solution.
Step Two: Contact the health service complaints manager/ patient representative
If you don’t feel comfortable discussing your concern with the manager or those staff involved, you can contact the health service complaints contact officer (either called a complaints manager or patient representative).
The complaints contact officer will:
- Discuss with you the concerns you have about the care you received.
- Keep you informed about the process and outcome of your complaint.
Complaints managers/ patient representatives are available Monday to Friday, during business hours. For assistance outside of these hours please contact the manager on duty.
Complaints Contact Officers
Central Coast Health Service (incorporating Gosford, Wyong, Long Jetty and Woy Woy hospitals and community health )
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Complaints Manager
Phone: 4320 3920
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Hornsby Kur-ing-gai Health Service
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Patient Representative
Phone: 9477 9296
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Northern Beaches Health Service (incorporating Manly and Mona Vale hospitals and community health) |
Complaints Manager
Phone: 9976 9717
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North Shore/Ryde Health Service (incorporating Royal North Shore and Ryde hospitals and community health) |
Patient Representative
Phone: RNSH 9926 7612
Ryde 9858 7774
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Mental Health Services
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Executive Officer (Complaints and issues Manager)
Phone: 9887 5589
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Northern Sydney Mental Health for Hornsby Kuringi, Northern Beaches, Ryde, Lower North Shore (24 hours)
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Helpline 1300302980 (24 Hours) |
Central Coast Mental Health -
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Helpline 43203500 (24 hours) |
Step Three: Contact the Area Health Service
If you are not satisfied with the management of a complaint or you wish to make a complaint about a non hospital-based service within NorthernSydneyCentralCoast Area Health Service, you can put your concern in writing to:
Matthew Daly
Chief Executive
Northern Sydney Central Coast Area Health Service
Locked Bag 2915
Central Coast Business Centre NSW 2252
Step Four: Contact the Health Care Complaints Commission
The HCCC is independent of the public health system.
What is the Health Care Complaints Commission?
The Health Care Complaints Commission receives and assesses complaints about health care practitioners and health care services (generally referred to as health service providers). Anyone can lodge a complaint with the Commission.
Lodging a complaint with the Health Care Complaints Commission
Complaints must be in writing and may be made about the professional conduct of a health service provider that affects the clinical management or care of an individual.
The Commission will provide assistance to lodge a complaint to any person that requires it.
Contact details:
Health Care Complaints Commission
Office address: Level 13, 323 Castlereagh St, Sydney NSW 2000
Hours of business: 9-5pm, Monday to Friday
Postal address: Locked Mail Bag 18, Strawberry Hills, NSW 2012
Telephone: 9219 7444
Toll Free in NSW: 1800 043 159
Fax: 9281 4585
People using telephone typewriters should call 02 9219 7555
Email: hccc@hccc.nsw.gov.au
Website: www.hccc.nsw.gov.au
People who prefer a language other than English can contact the HCCC through the Telephone Interpreter Service on 131 450
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