Complaints
Complaints Policy
- We aim to provide a service that meets the needs of our patients, and we strive for a high standard of care.
- We welcome suggestions from our patients and staff about the safety and quality of service we provide.
- We are committed to an effective and fair complaints system; and
- We support a culture of openness and willingness to learn from incidents, including complaints.
- Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do this.
- All complainants are treated with respect, sensitivity, and confidentiality.
- All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
Managing Complaints
- All clinicians and staff are expected to encourage patients to provide feedback about the service, including complaints, concerns, suggestions, and compliments.
- Clinicians and staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.
resolution
Our general manager will proceed the following steps:
- A telephone call for acknowledgement of complaint.
- An explanation or information about what is known, without speculating or blaming others.
- Considering the problem and the outcome the consumer is seeking and proposing a solution; and
- Confirming that the patient is satisfied with the proposed solution.
Response Time
- We will respond to a comment or complaint as quickly as possible; we will call you with initial acknowledgement.
- An email will follow this within 3 working days of receipt.
Investigation and resolution
The Clinical Manager carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies. Information is gathered from:
- Talking to clinicians and staff directly involved;
- Listening to the complainant’s views;
- Reviewing medical records and other records; and
- Reviewing relevant policies, standards or Guidelines.
- We will respond to a comment or complaint as quickly as possible; we will call you with initial acknowledgement.
- An email of will follow this within 3 working days of receipt.
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