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Feedback & Complaints Policy
We take our duty of care to look after others very seriously.
At the same time, we have a duty of care to provide a safe working environment for our staff and the doctors.
If you have got a problem with us, please let us know.
Sometimes there is a right way and a wrong way of saying things. But, any form of communication works as a rule.
We aim to look after everyone. However, there are times when our best-laid plans are not sufficient to deal with an individual's request, particularly when the request is complex and our patients are looking for answers that take time or warrant further investigation from our point of view.
There are plenty of ways to let us know there is a problem;
- You can write to us or send us an email
- You can talk to us
- You can put a suggestion in our suggestion box, which is located on the front counter
- You can contact the medical practice
Making an official complaint means that your complaint will be handled in accordance with our official complaints policies of the time, which include;
- Discussing the matter with stakeholders
- Assessing your complaint and deciding whether further action is warranted
- Evaluating your complaint and examining whether our procedures or policies for the future should be improved
- Responding to you
- Keeping a record of your complaint, the manner it was handled, and the outcome or outcomes that went with it.
You can make an official complaint by;
- Putting your concerns to us in writing and;
- Letting us know that you are making an official complaint
Official complaints can be;
- Sent to us in writing. Please address your complaint to the practice manager
- Sent to us via email. Please address your complaint to the practice manager and indicate that it is an official complaint
- Sent to us via the contact form on our website. Please address your complaint to the practice manager and indicate that it is an official complaint
Official complaints can also be dealt with by the Office of the Health Ombudsman;
- In-person (over the telephone with a complaints officer from the Office of the Health Ombudsman), or;
- Via email or over the internet with the Office of the Health Ombudsman
The contact details and the details of how to make a complaint with the Office of the Health Ombudsman can be found at https://www.oho.qld.gov.au/
If anything about our complaints policy is unclear, you can talk to us about it as well.