Child and Adolescent Health Service
Family Advocacy and Support Service
Welcome to the Family Advocacy and Support Service (FASS) at the Child and Adolescent Health Service.
The role of the FASS is to assist customers (parents, carers/families and children) who require access to services at CAHS, and to provide an avenue for giving feedback about the health service. This is achieved through the following methods:
Complaints and Compliments Management
Complaints, Compliments and Suggestions Information for Indigenous People
Multilingual Complaints, Compliments and Suggestions Information
Multilingual Customer Service Charter Information
Disability Access Inclusion Plan
Have we Helped You? (Customer Satisfaction Survey)
Advocacy
The Advocate at CAHS acts as a liaison between consumers and the health service. The Advocate is available to negotiate on behalf of consumers. This is a confidential service. They can also provide information related to patients rights and responsibilities.
Complaints and Compliments Management
Sharing your ideas and feedback
We aim to give you and your child the best service possible. One of the most effective ways for us to know what we are doing well and what needs to improve, is for you to tell us. All suggestions, compliments and complaints are welcome. Any information provided will be taken seriously and used to develop services in the future.
To raise issues with staff members or give feedback, you can:
- complete a feedback form;
- use the suggestion boxes located around the Hospital to share your ideas;
- discuss your concerns or issues with the staff involved;
- ask to speak to a more senior staff member;
- contact the FASS or
- ask to speak to the Advocate.
You can also make a complaint.
Making a complaint will not impact negatively on any future care or treatment you may receive at this Hospital.
The Child and Adolescent Health Service complaint processes are based on the WA Complaint Management Policy and comply with the following legislation:
- Carers Recognition Act 2004
- Equal Opportunity Act 1984
- Freedom of Information Act (FOI) 1992
- Hospitals and health Service Act 1927
- Mental Health Act 1996
How to make a complaint
Complaints can be lodged with the Family Advocacy and Support Service (FASS) by phone, in person; in writing (letter, email or online form).
Address:
Child and Adolescent Health Service
Family Advocacy Support Service
GPO Box D184
PERTH WA 6840
Email: pmhfass@health.wa.gov.au
Online Complaints and Compliments Form
Information to include in your complaint
Describe the situation and include:
- What happened, when and where it happened and who was involved;
- What you would like to see happen;
- Your contact details, if you would like feedback.
The Advocate can assist you with the complaint process.
What happens next?
- Your concerns are documented. None of the documentation is filed with your medical records. It is kept separately with restricted access. Your complaint file is confidential.
- You will receive a phone call or a letter, letting you know your complaint has been received
- Your complaint will be investigated. This can take up to 30 working days. If there are delays, you will be informed.
- When the investigation is complete, you will be sent a letter (unless you indicate otherwise) detailing the findings and any intended actions. You will be offered the opportunity to comment if you wish to do so. If you wish to have a meeting to discuss the outcome, that can be arranged by the FASS.
If the service has been unable to assist in resolving your concerns, there are other agencies that can offer support.
- Office of Health Review (08) 9323 0600
- Health Complaints
- Making a Complaint About a Health Service
- Making a Complaint About a Disability Service
- Complaint Form Printable Form
- Submitting a Complaint Online Complaint Form
- Health Consumers' Council WA (Inc) (08) 9221 3422 Free call: 1800 620 780
- Nurses and Midwives Board of Western Australia (08) 9421 1100
- Medical Board of Western Australia (08) 6380 3500
- Mental Health Review Board (08) 9219 3162
- Ombudsman Western Australia (08) 9220 7555
Further Information on making a complaint about a health service can be accessed through the Office of Safety and Quality in Health Care WA or the Department of Health in WA.
Office of Safety and Quality in Health Care WA Health
WA Health
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Compliments and Complaints Information
Consumer Engagement - Community Advisory Council (CAC)
The goal of the Community Advisory Council is to represent the health care consumers of CAHS and provide feedback to the Health Service Executive about the delivery of health services. The CAC value and appreciate any feedback you may have and encourage you to leave a message about our services by phoning FASS on 9340 7198 or emailing pmhfass@health.wa.gov.au.
All feedback received will be useful in helping to review our processes and maintain consistently high standards of service delivery.
