Communication Policy
Our preferred method of communication with our patients is via telephone or in person. We will return our patients phone calls as soon as possible and in any case within a time period not exceeding 24 hours.
We are committed to partnering with you to ensure your long term healthcare. We will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your care. If you do not wish to be contacted via telephone or mail as part of our reminder system, please advise us accordingly.
Patient Feedback
We welcome and value your feedback and are committed to continuous improvements of our practice. A suggestion box is located on the front reception desk. Our team will review your suggestions on a weekly basis and will contact you to confirm our response to your feedback.
Privacy and Confidentially
Your medical record is private and confidential. In line with the Privacy Legislation, our clinic maintains security of your personal health information at all times and ensures that only authorised members of staff have access to your information. Privacy brochures containing full detail of our privacy policy are available on request. You have the right to access your personal health information and may request to view or obtain a copy of your medical records at any time.
Complaints
If you have a complaint, please discuss this with our Practice co-ordinator or your doctor and we will ensure that it is dealt with promptly and appropriately. In the event that your complaint is not dealt with to your satisfaction, you may escalate it accordingly to the following authority:
Health Services Commissioner
Level 30, 570 Bourke St,
Melbourne VIC 3000
Ph: 03 8601 5222 Freecall: 1800 136 066