Patient satisfaction often reflects the personal side of care such as how willing doctors and nurses are to listen, answer questions and explain treatments; how much time the doctor spends with the patient; and if the hospital is clean and the food is good. We value the opportunity to hear suggestions for improvement and/or compliments. We respect your right to comment about your healthcare.
At the Mater we continually review opportunities to improve the patient experience. By monitoring real-time patient feedback, individual departments are able to review their results and prioritise patient experience improvement objectives.
Measuring patient satisfaction
Recent patient survey results show an overall satisfaction rate of 90.6 percent on care provided at the Mater Hospital.
Feedback
The Mater Hospital is committed to providing you with excellent clinical care and service. Patients who have any concerns regarding care have the right to voice those concerns, have them reviewed and, when possible, resolved. If you see something we have missed or can do better please let us know. Should you wish to make a statement about your care click here.
Patient Comment Card
Patient Comment Cards are available in your room, in the wards, at the front desk and at the Admission/Discharge desk.
How to make a complaint
If you or your family has any concerns during your stay, please direct them to the staff caring for you, the Nurse Unit Manager or Patient Advocate Services (dial 7391), either in person or over the telephone, so that the issues can be addressed immediately.
If you feel your complaint has not been adequately resolved you can contact the Mater’s Director of Nursing or the Executive Director by phone (dial 9) or in writing, Mater Hospital, PO Box 958, North Sydney 2060.
Further review & investigations about complaints
The NSW Health Care Complaints Commission (HCCC) acts in the public interest by receiving, reviewing and investigating complaints about health care in NSW. The HCCC provides direct assistance to people through a telephone inquiry service Ph: 1800 043 159. Callers are advised about the options available to resolve their concerns and how to make a complaint to the HCCC.
