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WE WANT TO HEAR FROM YOU

 

If you’re like most people, you probably don’t like to complain.  You may not know how to make a complaint, or think it will make a difference.

Complaints about health services are very important, as they can identify areas for improvement, stop the same problems happening again and help to make health services better for all consumers.

Compliments and positive feedback from your experience with us are also encouraged. If you would like to share your comments with us you can complete our feedback form.

 

LET’S TALK

 

Please discuss any concerns or questions you have about your treatment with your treating Doctor or practice nurse.  In health care, it is especially important that people understand what is happening and feel comfortable about it.  You are welcome to speak to other staff if you have any issues you wish to raise.  Alternatively, please use the feedback form.

 

WHAT TO EXPECT

 

If you have a complaint, we will respond to it promptly and sensitively.  Feedback information is treated as confidential and managed according to privacy obligations.

The Practice Manager handles all complaints and ensures that serious complaints are brought to the attention of the Heads of Department.  We investigate complaints thoroughly to know what happened and why, and ways to prevent it happening again.  We will keep you informed at all times throughout this process.

 

WHAT WE WILL DO

 

We will work with you to assess the most appropriate way to resolve the problem and provide the best outcome.  We ask you to consider the outcome you would like and we will strive to provide it.

We will provide you with all the facts about what happened and any strategies we have devised to improve our service as a result.

 

IMPROVING OUR SERVICE

Compliments and complaints are discussed at staff meetings and quarterly Heads of Department meetings.  We will work together to find ways to improve and keep staff informed of what has happened.

IF YOU ARE NOT SATISFIED – THE OHO

 

The Office of the Health Ombudsman (OHO) is Queensland*s health service complaints agency. They are an independent statutory body and the one place all Queenslanders should go if they have a complaint about a health service provider or a health service provided to them, a family member or someone in their care.

If you are unsatisfied and wish to discuss your complaint further, the OHO can be contacted on 133 646 or visit their website at www.oho.qld.gov.au.

 

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