Most people who have concerns about their healthcare don’t want to make a formal complaint. They simply want to be heard, understood, and supported to resolve an issue.

That’s why Health Consumers Tasmania has developed It’s OK to Say – a practical resource that helps people understand their rights, reflect on their healthcare experience, and take appropriate steps when something doesn’t feel right.

Designed in plain English, the resource guides people through a simple process:

• Take a moment to think about what happened.
• Raise it, if it’s safe with their healthcare practitioner or service.
• Take it further if the issue cannot be resolved or additional support is needed.

Why should health services use this resource?
Many concerns that eventually reach external complaints bodies begin as issues that could have been addressed directly at the service level. When patients understand where to go, who to talk to, and how to raise concerns constructively, services have a valuable opportunity to listen, learn, and respond early.

Making It’s OK to Say available in waiting rooms, reception areas, community spaces, and patient information packs can help:

LGBTIQA+ Patients and Families

We also have the It’s OK to Say resource available with information that is specific to the LGBTIQA+ community. The brochure and buddy cards provide information to LGBTIQA+ community about their rights accessing healthcare. Displaying these resources is also an important opportunity for your service to signal safety, support and inclusion for the LGBTIQA+ community.

Customise the resource for your service
Health services and practices can personalise the resource by including their own contact details and feedback pathways. This makes it easier for patients to know exactly who to contact if they have a concern, question, compliment, or suggestion.

By clearly signaling that feedback is welcome, services demonstrate their commitment to patient-centred care and continuous improvement.

A resource developed by consumers, for consumers
It’s OK to Say has been developed to help people navigate concerns about their healthcare experience in a way that is informed, respectful, and constructive. The resource recognises that raising concerns can feel difficult and aims to make the process clearer and more accessible.

Together, we can create healthcare environments where people feel safe to speak up and where feedback is seen as an opportunity to strengthen care.

Interested in providing It’s OK to Say within your service?
You can order your free service kit via our Resource Request page.