Complaints and feedback

Resolving your Concerns 

Your comfort is important to us. We aim to provide you and your family with 10 out of 10 care.

If you have any concerns regarding your experience with us, we would like the opportunity to resolve them. It is important that you notify our staff so we can respond immediately. Our three-step issue resolution process will escalate your concerns until they are resolved.

If you have any concerns:  

Step 1. Talk to your Nurse about any concerns/questions you may have

Step 2. If you are not satisfied with the response, speak with Team Leader and/or Nurse Unit Manager

Step 3. If you remain unsatisfied, please ask to speak with the hospital's Patient Liaison Manager  

If you have attempted to resolve your concerns using this process, and you are still unsatisfied, you may make a "formal complaint".  


Making a Formal Complaint  

To submit a formal complaint, please write us a letter, which includes the following:

  • Describe the situation (ie. what happened)
  • Outline your concerns
  • Tell us what you would like to happen next

Then send your complaint letter to:

Patient Liaison Manager

St Vincent's Private Hospital Fitzroy
59 Victoria Parade
Fitzroy Vic. 3065 

You can also email your complaint to patient.liaison@svpm.org.au

(Note: please allow 3-4 weeks for our team to investigate your complaint and contact you with a response)

For more information, please call our Patient Liaison Manager on 03 9411 7563.