Health and Disability Services Complaints Office: One in three hospital complaints about emergency departments

One in three complaints about hospitals last year were related to emergency departments, according to WA’s health complaints authority.

Latest figures from the Health and Disability Services Complaints Office annual report reveal complaints about health services are on the rise as the state’s health system threatens to buckle under increasing pressure.

HaDSCO is WA’s little known independent statutory authority designed to impartially resolve punters’ complaints about health, mental health, and some disability services. The service is free, confidential and available to everyone.

It received 3257 complaints in the 2024-25 reporting year, three quarters of which were related to health services. More than 3000 complaints were finalised and closed in the same period.

Quality of clinical care was the most frequently raised concern, with almost half (41 per cent) of complaints finalised last year related to this issue.

It was almost triple the second and third most reported issues, which were communication (15 per cent) and access (14 per cent).

Inadequate treatment, therapy or assessment made up more than half (52 per cent) of the quality of care concerns.

Grievances about health services increased by 15 per cent in just 12 months, more than a third of which were about hospitals.

Of those hospital complaints, about one in three were related to emergency departments.

It comes as no surprise to Health Consumers’ Council WA executive director Clare Mullen, who said feedback from patients and families is a essential for quality improvement and “a way for consumers to hopefully get answers and redress”.

“We know from our discussions with thousands of consumers that while many people have a positive experience in hospital — too many don’t,” Ms Mullen said.

In the 12 months to June 2025, she said the Health Consumers’ Council WA dealt with about 1200 inquiries from health consumers seeking help, a 12 per cent increase on the previous year.

Emergency departments across the state continue to suffer from frequent bed block as demand overwhelms supply.

The increasing strain on WA’s hospitals follows a record flu season as cases continue to climb and three consecutive months of unprecedented levels of ambulance ramping.

“That’s why it’s important that information about complaints and other safety and quality measures, such as clinical incidents, are reported publicly — so that we can play our part by advocating for the changes that are needed at a system level,” Ms Mullen said.

Of the complaints to HaDSCO managed through resolution processes, about two in three individuals received explanations.

Fewer than one in five received an apology, while fewer than one in 10 received financial redress such as partial or full refunds.

“It’s unfortunate that it is often difficult for a consumer to see a change as a result of an individual complaint,” Ms Mullen said.

For punters attempting to navigate the system, she said improved access to independent patient advocates could make a difference for all involved.

“We would like to see the complaints process strengthened by providing more independent advocacy support to health consumers,” Ms Mullen said.

“Based on feedback we receive, the majority of people who are supported by an independent advocate report feeling more confident and empowered to advocate for themselves in future.”