Tell us how we’re doing
Your feedback on your visit to our hospital will be important to help us understand what we are getting right and which areas we need to improve. All feedback including compliments, suggestions, concerns or complaints are valued.
To make things as easy as possible, we offer you a number of ways to tell us how we’re doing:
Complete the online feedback section on this page
While you are in Hospital
- Speak to your nurse or the person in charge of your ward or area. Telling a staff member caring for you, gives them an opportunity to address your concerns whilst you are in hospital and ensure timely action. If you are not happy with their response, you may ask to speak to the person in charge of the ward, unit or department.
- Use our feedback form provided in the waiting areas.
Once you have left hospital
Contact our Consumer Feedback Service by
Email MHHSFeedback@health.qld.gov.au
Phone (07) 4885 7690
Download our Feedback Form and mail to:
Consumer Feedback Service
Mackay Hospital and Health Service
PO Box 5580
Mackay MC QLD 4741
Are you still unsatisfied?
If you are still unsatisfied with the response you have received you may contact the Office of the Health Ombudsman for further advice.
If you would like to thank someone for providing exceptional care, please use our Patient Story space below
Tell us how we’re doing
Your privacy
We take your privacy seriously. No record of your complaint will be attached to your medical record but your medical record may be accessed in order to investigate your concerns. All complaints are treated with the utmost confidentiality. In line with principles of Natural Justice, the persons complained about have the right to be informed and are given the opportunity to respond.
Compliments will be forwarded to relevant staff and their supervisors. If you are making a complaint on behalf of someone else, we may need to contact that person for permission.
Staff will acknowledge your concerns within five (5) days or contact you for further information. If you have raised an issue requiring an investigation, you should receive a feedback letter within 35 days. While every effort is made to complete investigations within this time frame, for complex matters it may extend beyond 35 days.