Patient Feedback
Our compliments and complaints policy
We are committed to providing a high-quality medical service to all our clients and support the Australian Charter of Healthcare Rights.
We appreciate hearing when something goes wrong and when something goes right!
It is important we meet your expectations, and if we don’t, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint or a compliment, please contact us with the details utilising the form below and the Practice Manager will be in touch within 2 business days to acknowledge receipt.
The Office of the Health Ombudsman provides some resources to assist you with raising a complaint with a health service provider - click on the following link to access these resources. Talking with your provider - Office of the Health Ombudsman (oho.qld.gov.au)
We have 21 days to review and respond to your complaint or concern. If we have not resolved it within this time you may complain to the Health Ombudsman.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Practice Manager, Deana Scott, who will review your matter file and speak to the member of staff who acted for you.
3. Deana Scott will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Deana Scott will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Deana Scott will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Dr Christopher Price to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the Office of the Health Ombudsman, PO BOX 13281, GEORGE STREET, BRISBANE QLD 4000