Compliments, Concerns & Complaints

You have a right to courteous and professional care and service. If you experience care or service which is less than you expect, we want to know. Please see the team leader or request to see the Director of Clinical Services, even if you think it is trivial. You are not bothering us – that’s what we’re here for! We welcome the opportunity to address your concern and it is almost always in our power to do so.

PATIENT COMMENT CARDS

A Patient Comment Card is located by your bed. We encourage you to tell us about your experience at Castlecrag. Your name is optional and all cards are reviewed by the Director of Clinical Services.

We meet regularly to review your comments, both positive and negative, and are always working to improve our service and care.

COMPLAINTS

If you wish to make a complaint, there are several options. We would prefer to help while you are in hospital so please let us know. You may:

• Discuss your concerns with the team leader or the Director of Clinical Services, 9935 0359.

• Write to the Director of Clinical Services, PO Box 760, Willoughby, NSW. 2068. All complaints received in writing receive a response within seven days.

• Contact the Health Care Complaints Commission. Freecall 1800 043 159 in NSW, or Locked Mail Bag 18, Strawberry Hills NSW 2012