complaints

Hello @dm1

Welcome to the SANE forums 😊 We are glad to have you here with us.

Since you are new to the forums you might like to check out this thread and introduce yourself to the community https://saneforums.org/t5/Welcome-and-getting-started/Welcome-Introduce-yourself-here/m-p/1149480

This is a beautiful supportive safe community where people share their experiences, challenges, coping strategies and more! I am glad you have found us and felt comfortable sharing here.

It is great that you are reaching out for support.

I hope you hear back from the hospital soon and your complaint is heard and resolved.

Here are some numbers in case you feel like talking to someone:

Lifeline 131114

Beyond Blue 1300224636

Sending you all the best and hope you have a good day.

hopeful_hannah 🤗

Hi @dm1 ,

Firstly, I am glad you have reported it to the hospital/service-provider. This is brave and in my opinion a really important thing to do! I am very proud of you.

How long is it since you contacted the complaints department and not heard back?

Did they give any estimate of how long until you would hear back, and what the next steps would be?

I try to give services some time to review & respond - and if they have done something damaging and there is evidence it might take then a little longer in case they feel the need to contact their lawyers first for advice. Although, personally they should still take your calls (and get back to you if unavailable at the time) to let you know they are "still investigating" if this is the case.

I do know phone calls can sometimes be accidentally dropped when transferring between internal lines -- I have accidentally done this before when I worked as a receptionist, and I have also had this accidentally done to me. Sometimes you can see what number the call was from and thus call back, but sometimes you can't - in which case as the person accidentally dropping a call you end up kicking yourself because you want to call them back and apologise & explain but can't. If this happens once, I can understand it. But if this has happened, for example, 3 out of 3 attempts to contact them -- yeah that sounds a bit sus!

Putting things in writing is also really good for keeping them to account for responding. I will suggest sending a follow-up email, referencing the contact with the complaints department on xxx (date), and requesting an email/phone response ASAP.

Depending on what State/Territory you live in will determine which organisation you can contact to get support as a consumer if they do not response and/or inadequately.

e.g.

NSW - Health Care Complaints Commission: https://ecomplaints.hccc.nsw.gov.au/

ACT - Health Care Consumers Association (HCCA) have some info/advice: https://www.hcca.org.au/publication/take-action-mental-health-complaints-and-feedback-in-the-act/ But i do note they may be a few years out of date!
or the ACT Human Rights Commission (instead of the ACT Ombudsman) : https://www.hrc.act.gov.au/health

VIC - Health Complaints Commissioner: https://hcc.vic.gov.au/make-complaint

QLD: Health Ombudsman: https://www.oho.qld.gov.au/

TAS: Health Complaints Commissioner: https://www.healthcomplaints.tas.gov.au/complaints

SA: SA Health & Community Services Complaints Commission: https://www.hcscc.sa.gov.au/

NT: NT Health & Community Services Complaints Commission: https://hcscc.nt.gov.au/

And if it is a specific AHPRA-registered provider - anywhere in Aus - may be appropriate: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx

@moderator feel free to copy the above list for future copy & paste advice. it's not comprehensive, as there may be other services, but there are general for if the specific provider cannot be remedied with directly. 😊

WA: Health & Disability Service Complaints Office: https://www.hadsco.wa.gov.au/

Let me know if you want to talk about it or "next steps" etc @dm1 , as a friendly peer.

Hi @dm1

I am so sorry you're going through this. Navigating the mental health system is difficult enough without feeling ignored, especially when you are holding evidence of mistreatment. It is completely understandable that you feel frustrated and silenced.

In the healthcare system, there are specific escalation pathways designed for exactly this situation - when the internal hospital department stops responding.

I wanted to give you a draft of what you could say when you try contacting them one last time, followed by the external steps you should take if they continue to ignore you.

Since they aren't taking your calls, a paper trail is your best friend. Send this to the hospital's complaints department, which you can find online:

Subject: URGENT: Follow-up on formal complaint - [Your Name] - [Date of Incident]

"Dear Complaints Department,

I am writing to follow up on the formal complaint I lodged regarding an incident at [Unit Name] on [Date of Incident].

I previously spoke with your team, and I was informed that the matter was being taken seriously. However, I have not received any updates, and my recent attempts to follow up via telephone have been unsuccessful.

As I mentioned, I have a 27-minute audio recording of the incident, which I believe is vital to your investigation. Please let me know by [Date/Time] how I can securely submit this evidence and when I can expect a formal status update.

If I do not hear back, I will feel it necessary to escalate the matter to the [State Health Obudsman/Commission] to ensure it is resolved.

Regards,

[Your Name]

[Your Phone Number]"

If the hospital is "ghosting" you, it is probably time to stop dealing with them directly. Every state in Australia has an independent body that oversees healthcare complaints. They have the power to force the hospital to respond. I personally have had to contact them, and they were a massive help. Have a look online for the relevant state, e.g. NSW, for the Health Care Complaints Commission (HCCC).

I would also recommend seeking an advocate. You do not have to do this alone. You can contact your state's Mental Health Advocacy Service, or even seek support from a social worker inside or outside the hospital who can advocate on your behalf.

Hi @dm1 ,

I'm sorry to hear this has happened.

From my own experience, I have put in a complaint in the past, and it took in total, 6 months-12 months for closure.

I emailed the MH Complaints Comissioner in my state, attached all the evidence etc.

I was sent letters regularly during the process to tell me where things were at. e.g. we will respond in 4 weeks... then I got another letter to say they needed more time so they would respond by XXX....

But ultimately, it took a while to get the final letter. They responded to each and every single complaint I made. They completed a thorough investigation and interviewed the parties involved etc.

They also provided resolutions to the complaints.

But yes, they took my complaint very seriously but it took time.

How's it going @dm1 ?