COMMUNICATION
You are welcome to contact the practice if you need medical advice. Our Clinical Team is available during normal surgery hours for emergency advice. Our Team is experienced in deciding the appropriate response to any phone request. If your query requires a doctor to respond, you will be allocated an appointment, either face-to-face, or by phone or video link.
If the matter is urgent, please let our receptionists know immediately. Your call may be transferred to our nurse for triage.
PATIENT FEEDBACK AND COMPLAINTS
We encourage your feedback at this practice, either verbally or in writing. If you think we can do something better or are pleased with the service you have been provided than please let us know. A suggestion box is situated in our Waiting Room for your convenience.
If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:
- fill out a complaint form online at hcc.vic.gov.au or
- phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss the issue.
