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Compliments and complaints

We strive to exceed your expectations, so we welcome all feedback on our clinical management, service and care.

We welcome and appreciate your feedback

We encourage you and your family to discuss any concerns or feedback you may have regarding your care or the facility with the staff caring for you. You can also provide us with feedback once you have gone home.

Guest comment cards are available via the nursing staff to provide feedback on the services you have received. We also run a more in-depth questionnaire with our patients and families for eight weeks at the start of each year.

To provide feedback or to request further information on our patient feedback processes please contact:

The General Manager
Matilda Nepean
39 Orth Street

Should you feel your complaint has not been resolved please contact the Health Care Complaints Commission on 1800 043 159.

Matilda Nepean Private Hospital nurse reviewing patient files

How we deal with patient and family feedback

All compliments, improvement comments and complaints are reviewed at the time they are received and action taken as appropriate.

A report of all feedback is provided to staff monthly and an analysis is completed every three months to identify any trends. The management team and relevant hospital committees also review all feedback on a regular basis. The quarterly results are included in the consumer quality and safety report located in all patient common areas.

We hope that your stay exceeds your expectations.

We welcome your feedback on our care to you or a loved one.