Feedback and Complaints
Patients are welcome to provide feedback, suggestions or a complaint regarding our service or patient clinical care. This may be done in person or in writing. Patients can ask our reception team for a feedback form or complaints form that can be handed in at reception or posted to us.
Feedback and complaints can also be emailed to firstname.lastname@example.org
The practice has appointed staff members 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:
Acknowledgement of the patient’s right to provide feedback or complain.
Acknowledgement of receipt of the feedback or complaint as soon as possible, ideally within three (3) working days.
Response to all feedback or complaints is forwarded as soon as reasonably practicable, but within thirty (30) days.
If resolution of the matter will 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.
NewHealth Medical Centre will work with the patient to resolve the complaint and will communicate the outcome to the patient, including any changes made as a result of the feedback or complaint.
Alternatively, patients can contact:
NSW Government Health Care Complaints Commission
Locked Mail Bag 18
STRAWBERRY HILLS NSW 2012
Ph (02) 9219 7444