If a situation arises when a patient and/or decision maker is unhappy or dissatisfied with the hospital service, attempts should be made to initially resolve this within ICU by involving the Nurse Unit Manager, Intensivist-in-charge or Director of Intensive Care. However, sometimes patients/decision makers would prefer involvement of an independent third-party. The Patient Relations Officer can be contacted to act on their behalf to investigate and help resolve the issue. The patient/decision maker should be informed of this service and its role, and provided with written information about it. Pamphlets are available in front of the ward clerk's computer. They can also call 5454 9079 to contact the office directly.