Child and Family Engagement Service

The Child and Family Engagement Service (CaFES) is committed to engaging with patients, parents, carers, families and members of the community to continually improve the quality of our care and services.

All feedback received is reviewed by CaFES and we encourage our consumers to discuss any concerns they have about the care and level of customer service and facilities available to them during their visit.

Compliments and complaints

We welcome your feedback, both positive and negative. It helps us provide you with a better service that meets our vision of healthy kids, healthy communities.

Sharing a compliment

We love to hear when one of our staff or teams have gone above and beyond when caring for your child in hospital. All compliments are shared with the staff member or team mentioned, and sometimes we share them on social media (with your permission!).

Nominate a CAHS staff member

If you feel a CAHS or PCH staff member has shown exceptional performance in the demonstration of the CAHS values of compassion, collaboration, equity, respect, excellence and accountability, you can nominate them for a Stars of CAHS Award.

Complete this nomination form, telling us why the nominee's performance, accomplishment or contribution is unique or noteworthy and which of the CAHS values is best represented by this achievement or performance and email here to submit your nomination.

Making a complaint

Speak to someone first

We encourage you to discuss your concerns directly with the person, their manager, ward or department first. It’s the quickest and easiest way to resolve an issue.

Still concerned?

If you don’t feel like your issue has been addressed, you can use one of the ways to give feedback below through Child and Family Engagement.

What we will do with your feedback 

Respond 

Once we have received your feedback, we may contact you to talk to you about your experience. All compliments are fed back to the relevant areas and shared with staff. All complaints are acknowledged within five working days, investigated and responded to within 30 working days. If there is a further delay due to the complexity of your feedback, we will let you know. 

Take action 

Your feedback drives improvements to the services we provide to children and families of Western Australia. 

Ways to give feedback

Online

Complete our online feedback form here.

Patient Opinion

You can also share your experience on Patient Opinion, an independent feedback platform for health services in Australia. 

Or your child can tell Monkey on Patient Opinion their story about staying in hospital.

Email

cahsfeedback@health.wa.gov.au

Form

Print and complete our feedback form and return to Child and Family Engagement, Perth Children's Hospital, Locked Bag 2010, Nedlands WA 6909.

Phone

6456 0032 (8.30am - 4.30pm, Monday to Friday)

In person

Chat to one of our friendly Child and Family Engagement Liaison staff in the Family Resource Centre, Ground level, PCH. They are available to talk between 8.30am - 4.30pm, Monday to Friday.

Hearing services

For TTY or modem users, call 133 677 and quote (08) 6456 0032, or SMS Relay: 0423 677 767.

Patient Opinion

You can also share your experience on Patient Opinion, an independent feedback platform for health services in Australia.

Or your child can tell Monkey on Patient Opinion their story about staying in hospital.

Partnering with our patients

The National Safety and Quality Health Service Standards officially recognises the importance of providing a health service that is responsive to patient, carer and consumer input and needs.

At CAHS, consumers are represented by:

CAC, YAC and DAC members meet monthly and contribute to improving patient experiences and the ongoing monitoring and evaluation of our services. 

Stars of CAHS Awards

Would you like to say thank you for a job well done? You can recognise outstanding customer service by nominating a staff member for a Stars of CAHS Award.

Updating patient contact information

Change of patient address or contact details

Change of patient name

Change of details on a health record

To change the content of your child's health record, you will need to provide a written request to Release of Information.