Filing a Complaint
To file a complaint, please download and fill out this form and return to us either in person, via email at median@paradisecitymedical.com.au or via post at Shop 2 / 3046 Surfers Paradise Boulevard Surfers Paradise, QLD 4217.
This policy aims to ensure that all patients feel comfortable raising concerns or complaints about any aspect of our service and that these concerns are dealt with promptly, respectfully, and efficiently.
Patients have a right to comment or complain about the services they receive without fear of retribution or compromising the quality of their care. Patients can make a complaint verbally, in writing, or via email. Complaints should be addressed to the Practice Manager, who will ensure that the concerns are formally recorded and investigated.
Resolving Complaints Procedure
The Practice Manager is responsible for coordinating the resolution of complaints and keeping the complainant informed of progress. All our staff are responsible for resolving complaints promptly and effectively. All complaints will be recorded in the Complaints Register. This includes details of the complainant, the nature of the complaint, and the actions taken to resolve the complaint. The Practice Manager, or an appropriate delegate, will investigate each complaint to identify any underlying problems or causes and potential improvements to systems or procedures.
We aim to acknowledge receipt of complaints within seven working days and to resolve complaints within 20 working days. However, complex matters may take longer to resolve, and in such cases, the complainant will be updated on the progress regularly. Once the investigation is complete, the complainant will be informed about the outcome and any actions taken. If the complainant is not satisfied with the resolution, they will be advised of their right to take the complaint to an external body, such as the Health Complaints Commissioner in their state.
The identity of the complainant will be kept confidential and only disclosed to those involved in resolving the complaint. Complaints are viewed as a valuable tool for improving our services and procedures. The Complaints Register will be reviewed annually as part of our Quality Improvement activities.
This policy will be reviewed annually to ensure its relevance and effectiveness.