COMPLAINTS PROCESS & POLICY
How can I make a complaint to YHN?
Initially you should try to speak to the health care worker who is caring for you as they are likely to be able to sort out the problem straight away. Although, if you would prefer to talk to someone who is not involved in your care, please call
1300 145 126, email firstname.lastname@example.org or complete and return a Client Satisfaction Survey and you will be directed to an appropriate employee.
What does Your Health Navigator need to know?
We really need to understand exactly what it is that your complaint is in relation to, so that we can make sure that we can deal with the issue quickly and get it resolved for you. Please give us as much detail as possible.
Will it affect my care?
Communicating a complaint to Your Health Navigator will absolutely not affect your care in any way.
What happens when I complain?
A Your Health Navigator employee will acknowledge receipt of your complaint within three working days. You will be advised of a potential timeline in which we will aim to come to a resolution which is usually within 30 days. Some complaints that are more complex may take longer, but we will keep the lines of communication open throughout the process.
Can I escalate my complaint?
Yes. If you are unhappy with our final response, you have the right to take your complaint to:
Health and Community Services Complaints Commissioner
50 Grenfell Street
Adelaide SA 5000
P | (08) 8226 8666
Please be aware that the Commissioner will only hear complaints that have already been addressed by the provider.
What if I have a comment or a compliment?
We love to hear about your positive experiences with Your Health Navigator and always welcome constructive comments too. You can speak to your health care worker, or preferably call 1300 145 126, email email@example.com so that we can keep your comments on file.
What if I have other language requirements?
Your Health Navigator is happy to arrange a language or AUSLAN interpreter to assist you through this process. Please call 1300 145 126 and one of our employees will arrange this on your behalf.