Patient and Family Experience Officer

The role of Concord Hospital's Patient and Family Experience Officer is to act as a liaison between the hospital and its patients, their families and our staff and to review patient care concerns in a way that is transparent, fair and objective.

The Patient and Family Experience Officer has a special responsibility for resolving problems and complaints in a way that respects patients' rights and interests. The role advocates for patients in difficult clinical situations and, where necessary, provides support for patients and families when they are trying to make a complex decision.

Early intervention and response to a complaint frequently prevents problems from escalating into something more serious.  A complaint remains open until all concerned are satisfied that a resolution has been achieved.

If you have any questions or are concerned about your experience or treatment in hospital it is important to let us know.

In the first instance discuss your concerns with the Nursing Unit Manager (NUM), nurse team leader, doctor or other health professional involved in your treatment. They may be able to resolve your issues immediately or can refer you to a more senior member of staff.

If your concerns are urgent and arise after business hours, you may ask to speak with the after-hours nurse manager who will act to ensure the patient's immediate safety and comfort.

If your concerns are still not resolved the Patient and Family Experience Officer can be contacted Monday to Friday during business hours on 02 9767 7095.