Purpose
 

Our practice is committed to providing high-quality healthcare services and maintaining a respectful and professional environment for patients, visitors and staff.

We value feedback and welcome both compliments and complaints as an opportunity to improve our services.

This policy outlines how patients and members of the public can provide feedback or raise concerns and how the practice manages complaints in a fair, transparent and timely manner.

Scope
 

This policy applies to:

• Patients

• Family members or carers

• Visitors to the practice

• Staff members

• Any person wishing to provide feedback or make a complaint regarding services provided by the practice.

Our Commitment
 

The practice is committed to:

• Listening to patient feedback

• Responding to complaints respectfully and professionally

• Investigating complaints fairly and objectively

• Protecting patient privacy and confidentiality

• Using feedback to improve the quality of services.

Patients will not be disadvantaged or treated differently as a result of making a complaint.

Providing Feedback or Making a Complaint
 

Patients may provide feedback or make a complaint in the following ways:

• Speak with reception staff

• Contact the Senior Admin/ Business Manager

• Submit feedback via email

• Provide written feedback

• Provide feedback through patient surveys

Where possible, patients are encouraged to raise concerns directly with the practice so that the matter can be resolved promptly.

Handling Complaints
 

When a complaint is received, the practice will:

1. Acknowledge the complaint as soon as possible.

2. Record the complaint in the practice complaints register.

3. Investigate the issue in a fair and impartial manner.

4. Discuss the matter with relevant staff where required.

5. Provide a response to the complainant outlining the outcome.

Where appropriate, the practice will identify opportunities for improvement and implement corrective actions.

Timeframes
 

The practice aims to acknowledge complaints within 2–5 business days and provide a response as soon as reasonably possible.

More complex matters may require additional time to investigate.

Privacy and Confidentiality
 

All complaints will be managed in accordance with the practice’s Privacy Policy.

Personal information provided during the complaint process will be handled confidentially and shared only as necessary to investigate the issue.

External Complaints Bodies
 

If a patient is not satisfied with the outcome of a complaint handled by the practice, they may contact the relevant health complaints organisation.

New South Wales:

Health Care Complaints Commission (HCCC)

Phone: 1800 043 159

Website:www.hccc.nsw.gov.au

Continuous Improvement

Feedback and complaints are reviewed regularly to identify opportunities to improve patient care, safety and service delivery.

Where appropriate, improvements will be implemented as part of the practice’s quality improvement activities.

Contact Details
 

To provide feedback or make a complaint, please contact the practice.