The Royal Brisbane and Women’s Hospital (RBWH) is Queensland’s largest public hospital, providing a wide range of healthcare services to thousands of patients each year. While RBWH strives to deliver high-quality care, there are occasions when patients, families, or carers may feel dissatisfied or have concerns about their experience. Understanding how to raise complaints and the processes involved can help ensure issues are addressed promptly and fairly.
How to Make a Complaint at RBWH
If you have concerns about your care or treatment at RBWH, the hospital encourages you to speak up. Complaints can be made in several ways:
- Directly to Hospital Staff: Often, discussing your concerns with the nurse, doctor, or staff member involved can resolve issues quickly.
- Consumer Liaison Officer: RBWH has dedicated Consumer Liaison Officers who assist patients and families with complaints, feedback, and concerns. They can be contacted at (07) 3646 8216.
- Formal Written Complaint: You can submit a formal complaint by phone, email, or letter. Providing detailed information about your experience, including dates, times, and names if possible, helps the hospital investigate thoroughly.
What Happens After You Make a Complaint?
RBWH takes complaints seriously and follows a structured process to investigate and respond:
- The hospital will acknowledge receipt of your complaint and keep you informed throughout the process.
- Relevant staff members and departments will be involved to understand the issue fully.
- You may receive a letter of explanation or an apology if appropriate.
- In some cases, you might be invited to meet with senior staff or managers to discuss your concerns.
- The hospital will inform you about any actions taken to prevent similar issues in the future.
Importantly, making a complaint will not affect your care or treatment, and your concerns are handled confidentially.
When to Contact the Office of the Health Ombudsman (OHO)
If you are not satisfied with the hospital’s response or how your complaint was handled, you can escalate your concerns to the Office of the Health Ombudsman (OHO). The OHO is an independent body that provides impartial advice and investigates complaints about health services in Queensland.
- Phone: 133 646
- Hours: Monday to Friday, 9:30 am to 4:00 pm
The OHO can help if you believe there has been serious misconduct, poor quality care, or unresolved issues.
Common Issues Raised in Complaints
Complaints at RBWH have included concerns such as:
- Delays in diagnosis or treatment
- Communication breakdowns between medical teams and patients/families
- Coordination of care challenges
- Inadequate explanations or information provided to patients
- Issues with clinical records or documentation
These concerns are taken seriously and often lead to reviews of hospital policies and practices to improve patient safety and service quality.
Tips for Making an Effective Complaint
- Act promptly: The sooner you raise your concerns, the easier it is to investigate.
- Be clear and specific: Describe what happened, when, and who was involved.
- State your desired outcome: Let the hospital know what you hope to achieve, whether it’s an apology, explanation, or change in practice.
- Keep records: Save any correspondence, medical reports, or notes related to your complaint.
Conclusion
RBWH is committed to delivering excellent healthcare and values patient feedback as a vital tool for improvement. If you have concerns about your experience, the hospital provides accessible avenues to raise complaints and seek resolution. Whether through direct communication, Consumer Liaison Officers, or the Office of the Health Ombudsman, your voice can help enhance care for yourself and others.