Opportunities are available for patients and other visitors to tell us, “How we are doing” and we collect systematic patient experience feedback at least every three (3) years.
Our practice information sheet provides patients with information on how to provide feedback, including how to make a complaint.
We have a thorough complaints resolution process and also make the contact details for the NSW health complaints agency readily available to patients if we are unable to resolve their concerns.
Patients have a ‘right to complain’ and where possible, patients and others are encouraged to raise any concerns directly with the practice team who are all trained to make sure patients of the practice feel confident that any feedback or complaints made will be handled appropriately. We believe most complaints can be responded to and resolved at the time the patients or other people such as carers, relatives, friends, or other consumers make them known to our team.
Under national and NSW privacy laws, our practice provides and adheres to a complaints process for privacy issues and those related to the Australian Privacy Principles (APPs).
Patients and others have opportunities to register their complaints either verbally, in writing (letter) or via our suggestion box. Patients or others can complain anonymously if desired.
When receiving complaints, our practice:
- Handles all complaints seriously.
- Will use tactful language when responding to complaints.
- Will not blame others.
- Will address the patient’s expectations regarding how they want the matter resolved.
- Will assure the patient that their complaint will be investigated.
- Will offer the person an opportunity to complete a formal complaint form should they wish.
- Will document all complaints and other relevant information
If the matter cannot be resolved, the patient is advised about how to contact the external health complaints agency for NSW.
New South Wales
Health Care Complaints Commission (HCCC)
Telephone: (02) 9219 7444 / 1800 043 159 (Toll Free in NSW)
Web: www.hccc.nsw.gov.au
Complaints that relate to privacy issues or concerns that cannot be resolved internally are to be directed to the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner
Telephone: 1300 363 992
Postal Address: GPO Box 5218, Sydney NSW 2001
Web: www.oaic.gov.au