Feedback and suggestions

 

 

 

 

 

 

We want to hear about your experience

Our goal is to give our patients the best possible service. In order to constantly improve our service we rely on you to give us feedback; both positive feedback and opportunities for us to improve our service.

We strive to meet high standards and work tirelessly to deliver the right level of service and support so we best meet the needs of our patients and our local community. If you are a patient or one of our patient’s carers, please tell us about the care you have previously or are currently receiving at our practice.

We know that sometimes things can go wrong, or that people can be disappointed. Therefore, it is important we have the right kind of processes in place and can quickly identify those instances. We can then investigate and address both the cause and any problems that arise.

To capture feedback, complaints or compliments we have a clear and robust process to provide assurance you are listened to, and that all matters are handled efficiently, effectively and confidentially.

We welcome your ideas on ways we can improve our practice facilities or services.

How to give feedback

Feedback can be passed on to our practice by the following methods:

  • Verbally to our reception staff or the practice manager.
  • Via telephone to our practice manager.
  • Via post to Lennox Head Medical Centre, 48 Ballina St, Lennox Head NSW 2478
  • Via email to manager@lennoxmedical.com.au

Once we receive your feedback, we will send you an acknowledgement and advise you of the intended actions and timeframe for a fuller response if required.

How we use your feedback

Your ideas and suggestions will be shared with our practice team and assessed to ensure that they are practical or feasible for implementation.

We will let you know how we have used your feedback and will promote any improvements implemented at our practice on our website.

Our complaints handling process

Any concerns you have can be passed on to our senior personnel verbally, which includes your doctor, directors and our practice manager. You can elect to ring in or speak face-to-face.

Alternatively, you can elect to put your concerns in writing, to the Practice Manager, and either send by email to manager@lennoxmedical.com.au, drop it in at our practice or send it by post to Lennox Head Medical Centre, 48 Ballina St, Lennox Head NSW 2478.

All complaints are treated rspectfully and are investigated and addressed promptly by our senior personnel. Our practice has a brochure, which provides further information about lodging a complaint with us.

You will be informed of the outcome and any identified appropriate actions that our practice undertakes.

If you are unsatisfied with the outcome or the way our practice has handled your complaint you can take further action through:

  • Health Care Complaints Commission (HCCC) who manage complaints about health service providers in NSW or
  • Australian Health Practitioner Regulation Agency (AHPRA)

See below to see which organisation best suits your concerns.

HCCC

Health Care Complaints Commission  

You can seek further information via the HCCC website or by ringing 1800 043 159.

HCCC manage concerns about:

  • The quality of care and treatment provided
  • Ethical or professional conduct of a health practitioner
  • Refusal to see me based on discrimination (race, gender, religion)
  • Access to my health information and/or medical records

AHPRA

Australian Health Practitioner Regulation Agency

You can seek further information via the Ahpra website or by ringing 1300 419 495.

AHPRA manage concerns that:

  • a practitioner’s behaviour is placing the public at risk
  • a practitioner is practising their profession in an unsafe way, or
  • a practitioner’s ability to make safe judgements about their patients might be impaired because of their health