Feedback & Complaints Policy

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You are welcome to provide feedback, suggestions or a complaint regarding our service or your clinical care. This may be done in person or in writing. You may wish to ask our reception team for a feedback form that may be handed in or posted to us.

 

The practice has appointed Dr Stephen Windley (GP), Melinda Smith (Clinical Manager) and Sue Wells (Reception Administrator) with designated responsibility for seeking, collecting, analysing, investigating, resolving and managing feedback and complaints. Any investigation and resolution of complaints is undertaken using an open disclosure process, incorporating the following:

 

  • Acknowledge the patient’s right to provide feedback or complain.
  • Acknowledge receipt of the feedback or complaint as soon as possible, but within 3 working days using the Acknowledgment of Complaint letter template.
  • Respond to all feedback or complaints as soon as reasonably practicable, but within thirty (30) days
  • If a resolution of the matter is to take longer than thirty (30) days, an update of the resolution activities will be provided to the patient, with an anticipated revised timeframe for resolution.
  • Work with the patient to resolve the complaint and communicate the outcome with the patient, including any changes made as a result of the feedback or complaint.

 

If the matter cannot be resolved, the patient is advised about how to contact the external health complaints agency for state.

 

Queensland

Office of the Health Ombudsman

Telephone: 133 646

Web: www.oho.qld.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

 

Members of the public may make a notification to the Australian Health Practitioner Regulation Agency (AHPRA) – www.ahpra.gov.au – about the conduct, health or performance of a practitioner or the health of a student. Practitioners, employers and education providers are all mandated by law to report notifiable conduct relating to a registered practitioner or student to AHPRA.