Patients of our practice have a ‘right to complain’, and where reasonable should provide this feedback via email and others are encouraged to raise any concerns directly with the practice team who are trained to make sure patients of the practice feel confident that any feedback or complaints made at the practice will be handled appropriately.

All staff members of Dr Jessica Holden’s clinic can describe our complaint process. We also make the contact details for the state or territory health complaints agencies readily available to patients if we are unable to resolve their concerns ourselves.

The practice information brochure provides patients with information on how to provide feedback, including how to make a complaint. We believe most complaints can be responded to and resolved at the time the patient or other people such as carers (relative, friend other consumer) makes them known to us.

As per the Office of the Health Ombudsman all complaints should first be directed to your health provider to see if a favourable outcome can be reached. If the patient does not feel they can contact their health provider, or a favourable outcome can't be reached then they can contact the Office of the Health Ombudsman to make their grievances known. Please see link below.

MAKE A COMPLAINT | Office of the Health Ombudsman

All clinical staff and the practice manager are aware of their professional and legal obligations regarding the mandatory reporting of unprofessional conduct.

Despite the best intentions complaints may arise. Our practice deals with complaints in a courteous and understanding manner. Perceptions of what is reasonable, and fair can change when patients are unwell or anxious.

Patient satisfaction affects health outcomes, and our practice acknowledges that patient complaints are an important source of customer feedback. Our practice provides patients with the opportunity to provide compliments, complaints or suggestions via the below:

Email: info@drjessicaholden.com.au

Phone: 03 5642 6600

Procedure

Verbal complaints are handled either by senior reception staff or the Practice Manager who takes the patient to a quiet area of the practice and discusses that problem. Written complaints are discussed with the Practice Manager and Practice Principal and a written response will be prepared.

Patients and others have opportunities to register their complaints either verbally, in writing (letter) or via email. Patients or others are able to complain anonymously if desired.

When receiving complaints, staff must follow this process in order to minimise further patient anxiety and hostility, potentially leading to litigation:

• Notify the staff member responsible for complaints.
• Take the patient to a private area of our practice (if the complaint is provided verbally)
• Listen carefully to the patient, take notes and repeat the key messages to ensure that the complaint is understood.
• Assure the patient that the complaint will be taken seriously and thoroughly investigated.
• Document the complaint in a memorandum or file note format and place a copy in the patient's health record.
• Record in the complaints register.
• Alert the treating doctor.
• Acknowledge the complaint in writing within 2 working days and place a copy in the patient's health record.
• Provide the patient with updates during the investigation to assure them the matter has not been overlooked.
• If a clinically based complaint, alert the treating doctor’s medical defence organisation for appropriate action.
• Decide and action appropriate remedy and notify the patient verbally and in writing.
• Record all contact with the patient including written responses in their health record.
• Hold a practice meeting to review the case and to see if it could have been prevented.

If the matter cannot be resolved advise the patient about how to contact the Health Complaints commissioner.

MAKE A COMPLAINT | Health Complaints Commissioner

The National Privacy Commissioner is able to receive complaints concerning privacy issues. Complaints here will have a response within 28 days.

National Privacy Commissioner
Privacy hotline 1300 363 992.
GPO Box 5218
Sydney NSW 2001

https://www.oaic.gov.au/privacy/australian-privacy-principles-guidelines/

Members of the public may make a notification to Australian Health practitioner regulation agency (AHPRA) http://www.ahpra.gov.au/ (AHPRA) about the conduct, health or performance of a practitioner or the health of a student.