Telling us when something is wrong

A complaint is not a nuisance to the practice. It is usually the only way we find out that something is not working, and it is the fastest route to having it fixed.

How to raise it

Speak to reception, call the practice on (03) 9534 5151, or write to us at 125 Chapel St, St Kilda VIC 3182. Complaints are handled by the Practice Manager.

If you want an answer rather than simply to tell us something, say so. It is the difference between a note we act on and a matter we come back to you about, and we would rather not guess which one you meant.

Feedback

A comment, a suggestion, or something that went well or badly. Useful to us, and no reply is expected unless you ask for one.

Complaint

A concern about care, communication, privacy, billing or the way something earlier was handled, where you want it looked into and answered.

What to tell us

There is no form and no required wording. Tell it the way it happened. If you can, include:

• What happened, and roughly when
• Who was involved, if that matters
• How it affected you
• What you would like done about it
• How you would prefer us to get back to you

What happens next

We will be in touch within three working days to tell you who is dealing with your complaint. How long the rest takes depends on what has to be looked at, and we will tell you if it is going to take longer than expected.

While it is open we will:

• Ask what outcome you are looking for, rather than assume it
• Look at the relevant records and, where it is appropriate, speak to the people involved
• Keep you informed, and explain any real delay
• Give you a response that says what we found and why
• Tell you where to take it next if you are not satisfied

While we look into it

Complaints are handled fairly and kept as private as the investigation allows. Making one will not affect the care you receive here, and it will not affect your ability to keep seeing Dr Battat.

Complaint records are kept separately from your clinical record, so raising a concern does not put anything into your medical history.

If language, hearing, vision or anything else makes the process harder for you, tell us and we will work around it.

If it is about your health information

Concerns about how we collected, used, disclosed or stored your information, or about being given access to your record, go through this same process. Raise them with the Practice Manager.

One thing is worth knowing before you escalate a privacy matter: the Privacy Act expects you to give the practice around 30 days to respond before the Information Commissioner will take it on. Going to us first is not a formality, it is the step that makes the next one available.

The practice's privacy policy sets out what we hold, how long we keep it and how to ask for access or a correction.

If we cannot resolve it

You do not have to come to us first, and nothing here replaces your right to go straight to the Health Complaints Commissioner. In most cases raising it with the practice is quicker, and for a privacy complaint it is a step the law expects.