What is the Patient Support Office?
The Patient Support Office or PSO is a service for people who use health services in NSW. The PSO helps people who are dissatisfied or concerned about a health service. A patient support officer will try if possible to help you solve your concerns at a local level.
Who are Patient Support Officers?
Patient support officers or PSOs are trained to give information and help.
PSOs work in the six Sydney metropolitan health areas:
Phone numbers are listed on the back of the brochure.
PSOs are employed by the Health Care Complaints Commission and are independent from health service providers, the Health Department and Area Health Services. PSOs are Commission staff working in the community.
What health services does the PSO cover?
Patient support officers can assist you with concerns or queries about all health service providers including:
Any person with concerns about the provision of health services can contact the PSO. Adults and children can ask for help from the PSO.
People who do not speak English should phone the Telephone Interpreter Service on 131450.
Prior to contacting the PSO it is suggested you discuss your concerns with the health service provider or the hospital as taking this step may resolve your problem.
How do I contact the PSO?
You should use the office nearest to where you received the health service. If you can't ring the PSO ask someone to ring for you. If your problem can not be resolved over the phone the officer may arrange a meeting with you.
PSOs are usually available to talk to you from 9.00 am to 5.00 pm Monday to Friday (excluding public holidays). When they are out of the office, you will be able to leave a message, which will be returned on the same day or next working day. Messages can also be left after hours.
If you are in a rural or remote area and you are not sure which office to contact, ring the Commission, on (02) 9219 7444 or toll free (1800) 043 159.
What can the PSO do?
Patient support officers may help you sort out your concerns in the following ways:
Why should I use the PSO service?
The PSO has been set up with a belief that many problems, upsets and concerns can be resolved locally and quickly by identifying the problem and taking action to resolve it. Prompt action can stop problems escalating. After listening to your concerns the patient support officer will discuss the options available to you and offer further assistance as required. If the patient support officer can not assist they will do their best to identify others who can.
The service is free and confidential. In most cases the patient support officer will be able to provide you with assistance over the telephone.
How else can the Commission assist you?
The Commission produces a range of brochures, which may be obtained by ringing the Health Care Complaints Commission. Some of these brochures are:
Staff can talk to consumer groups and health providers on a range of topics related to health complaints and patient rights. Requests for presentations should be in writing and addressed to the Commissioner.
Patient Support Office
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