Complaints Policy
Purpose
At Cronulla Medical Practice, we understand that healthcare is a personal and sensitive matter. We recognize that our patients entrust us with their well-being, and we are committed to providing high-quality care and maintaining a positive patient experience.
We acknowledge that, despite our best efforts, there may be occasions when our patients feel disappointed or concerned about their experience at our practice. These concerns can arise from various factors, such as miscommunication, unexpected outcomes, or perceived lapses in care.
We believe that every patient has the right to voice their concerns and be heard. Addressing complaints and learning from them is not only essential for maintaining trust and transparency but also for fostering continuous improvement in our practice.
Our Complaints Policy has been designed with empathy and understanding to ensure that any concerns are handled fairly, respectfully, and efficiently. We encourage patients to share their feedback, and we commit to taking every complaint seriously, treating all parties involved with dignity and respect.
We are dedicated to listening, learning, and growing, and we appreciate your partnership in helping us achieve the highest standards of care at Cronulla Medical Practice.
Scope
This policy applies to all patients, staff, and visitors at Cronulla Medical Practice.
Lodging a Complaint
a. Informal Complaints: Patients are encouraged to discuss any concerns directly with the relevant staff member or the Practice Manager. Most issues can be resolved quickly and effectively through informal communication. Staff will respond to informal complaints within three (3) business days.
b. Formal Complaints: If the matter remains unresolved or requires a formal investigation, patients may submit a written complaint to the Practice Manager. Please include your name, contact details, and a clear description of the issue. Anonymous complaints will also be considered, but our ability to investigate and respond may be limited. Support services, such as interpreters or advocacy services, are available upon request for those who require assistance.
Email: admin@cronullamp.com.au
Postal Address: Shop 2, 1 Kingsway, Cronulla, NSW 2230
Complaints Process
a. Acknowledgement: We will acknowledge receipt of the complaint within five (5) business days.
b. Investigation: The Practice Manager will conduct a thorough and impartial investigation, which may involve interviewing relevant staff and reviewing relevant records. Proper documentation of the investigation will be maintained.
c. Resolution: The Practice Manager will attempt to resolve the complaint within thirty (30) business days from the date of receipt. If further time is required, the complainant will be informed of the delay and provided with an updated timeframe.
d. Communication: The Practice Manager will communicate the outcome of the investigation, including any actions taken or planned, to the complainant in writing.
Escalation
If the complainant is not satisfied with the outcome of the investigation, they may escalate their complaint to an external body:
NSW Health Care Complaints Commission (HCCC)
Phone: 1800 043 159
Online: https://www.hccc.nsw.gov.au
Confidentiality
All complaints will be treated with confidentiality and in accordance with the Australian Privacy Principles. Personal information will only be used for the purpose of investigating and resolving the complaint.
Continuous Improvement
We will use the lessons learned from complaints to improve our services and reduce the likelihood of similar issues arising in the future. We will regularly review and update this policy to ensure its effectiveness. This includes:
a. Staff Training: All staff will receive training on the complaints policy and procedures, ensuring they are equipped to handle complaints appropriately.
b. Record Keeping: Proper documentation of complaints, investigations, and resolutions will be maintained to facilitate ongoing monitoring and improvement.
c. Internal Review and Monitoring: Regular audits or reviews of complaints data will be conducted to identify trends, areas for improvement, and opportunities to enhance patient care.
d. Patient Feedback: Complainants will be encouraged to provide feedback on their experience with the complaints process to help identify areas for improvement and ensure the process remains patient-centered and effective.