Patient Representative Officers

St Vincent’s Patient Representative Officers are available to help you resolve any issues and concerns about the care you (or your friend/relative) have experienced at St Vincent’s.

If you have a complaint, it is often best to speak directly to the staff member or their manager straight away. If your complaint is not resolved and you would like further assistance, please contact the Patient Representative Officers Monday to Friday between 8.00am and 4.00pm.

If you are staying in hospital you may ask a relative or staff member to contact the Patient Liaison Officers to arrange a suitable time to meet with you in the ward area.

St Vincent’s staff are committed to your rights and aim to uphold the mission and values of the Sisters of Charity in all activities.

You can view a copy of the Australian Charter of Healthcare Rights.

St Vincent's Easy English patient rights

St Vincent's Easy English poster

How to give Feedback or make a Complaint

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. This includes complaints about both Professional Health Service Providers (i.e. those regulated by APHRA) as well as General Health Service Providers (i.e. those non-regulated by APHRA).

A Code of Conduct for General Health Service Providers was established in 2016 and is available to review below. The HCC can investigate complaints about breaches in this Code of Conduct that are not able to be resolved at SVHM. The HCC service is free, confidential and impartial.

To lodge a complaint with the HCC:

Fill out a complaint form online at www.hcc.vic.gov.au or

Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.