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Share your feedback

We value your feedback. Making a complaint will not affect your right to a quality service and will help us improve the care we provide. We also welcome positive comments about what went well with your care. 

How can I share my feedback with Mental Health Services?

Option 1 Raise your concerns or compliment with the worker involved in your treatment or a senior member of staff. They may be able to resolve your issues immediately. 
Option 2

Contact or write to the Patient and Family Experience Manager, Mental Health Services, who will ensure that your concerns are followed up and that you are provided with feedback.
 

Please call 02 9767 8863 and ask for the Patient and Family Experience Manager or email SLHD-MentalHealthClinicalGovernance@health.nsw.gov.au
Option 3 You can put your concern in writing to the Clinical Director, Mental Health Services, Mental Health Administration at Concord Centre for Mental Health.

Consumer and carer experience of service surveys

Sharing your experience helps us enhance our mental health services.

We collect insights through two surveys which are available in a range of community languages.

To share your experience, please follow the instructions below.

Your Experience of Service (YES) survey Designed to gather information from consumers about their experiences of care. This is a national consumer experience survey, used by all mental health services in Australia.
Carer Experience Survey (CES) Developed in collaboration with carers and mental health staff, this survey is designed to gather insights into carers' experiences with mental health services. It aims to foster collaboration between carers and services to enhance the quality of mental health support.

How to take part in the survey

Please note: If you’ve engaged with multiple services, please fill out a separate survey for each one.

Step 1: Choose your service

 

 From the dropdown lists below, select the hospital or community service you want to provide feedback on.

Step 2: Select your survey type

 

 You'll be taken to the "Your Experience" website. There, click the 'Consumer' button if you're sharing your own experience, or the 'Carer' button if you're responding as a carer.

Step 3: Start the survey

 

 The service code and name will automatically prefill. Just click 'Start' to begin!

What happens to the survey results?

Every three months, the Mental Health service receives a comprehensive performance report. This includes an overall report based on all returns, as well as individual reports for each team detailing their specific performance. Each team reviews their results and develops action and change plans to address the areas identified for improvement. 

Our Partnering with Consumers, Carers and the Community Committee is the leading committee for consumer and care engagement. It consists of senior staff, consumers and carers. The Committee reviews the Inpatient Returns Report for hospital-based services and the Ambulatory Returns Report for community services. Following their review, the Committee develops an action and change report for inpatient (hospital-based) services and another for ambulatory (community-based) services.

Visit the links below to view the state-wide reports on the experiences of consumers and carers who access our mental health services.

More information

For more information about the surveys, search 'experience of care' on the Department of Health and Aged Care website. You can also ask your Care Coordinator, Nurse, Team Leader, Nurse Unit Manager or Peer Support Worker for more information – or contact Megan Still, Service Planning and Innovation Manager on 0417 043 648 or Megan.Still@health.nsw.gov.au.

In Sydney Local Health District, we acknowledge that we are living and working on Gadigal, Wangal and Bediagal land, part of the EORA Nation. We pay our respect to all elders past, present and emerging. Our vision is to have the healthiest Aboriginal community in Australia.

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