This page outlines the Complaints Process at The Royal Victorian Eye and Ear Hospital.
When you make a complaint about your care at the Eye and Ear, the Consumer Liaison Officer will:
Confirm with you that we received it.
Record it in our feedback system.
Send it to the right staff member to review and investigate.
Provide a response to you within 30 working days.
Making a complaint will not affect the care you or your family receive now or in the future.
Your complaint will be kept confidential and stored separately from your medical record, so hospital staff will not see it when providing care.
Yes, you can make a complaint without telling us your name. If you choose to, we won’t be able to ask you for more details or discuss with you what happens next. However the complaint will be taken seriously and will still be sent to the right staff member to review and investigate.
The time it takes to resolve your complaint depends on how complex the issue is.
Sometimes, we need to speak with multiple staff, review medical records, and gather more information.
We aim to respond to you within 30 working days, however we may have an update or resolution for you sooner or, alternatively, it may take longer.
You can contact the Consumer Liaison Officer during business hours on:
