Heroes Home Doctor Patient Complaint Policy

In our practice, customer satisfaction and patient experience is important to us. All patients have the right to complain if they feel the service they received did not meet their expectations. Any complaint made will not adversely affect your care.

Our practice endeavours to treat all its clients appropriately, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment you are entitled to lodge a complaint, either in person, by telephone or in writing by mail or email. If you require assistance with making your complaint, we will be pleased to help and support you through the process.

If you are making a complaint on behalf of another patient, we will require the consent from the patient or of their legally authorised representative before discussing the patient’s treatment with you.

The member of staff who initially receives the complaint will convey the details to the Office Supervisor or Practice Manager if appropriate. Where this cannot be resolved immediately, you will receive an acknowledgement within two working days to confirm that an investigation into the matter is underway and that a response will be made as soon as this is possible.

Complaints of a non-medical nature will be handled in their entirety by the Practice Manager and their designated deputy, the Office Supervisor.

If your complaint is medical/treatment related the matter will be discussed with the Practice Principal/Medical Director and the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s medical team.  The objective of this is to provide an explanation or a solution to your concerns. If relevant, you will be asked to email photos if related to a cosmetic treatment.

You will be provided updates during the investigation to assure you that the matter has not been overlooked by the practice.

If you are dissatisfied with the results of this process and the final response, you have recourse to independent external adjudication. To obtain this you need to contact the Officer of the Health Service Commissioner whose details are below.

Call: 1300 582 113
Fax: (61 3) 9032 3111
E-mail: [email protected]

Write to or visit:
Health Services Commissioner
Level 26
570 Bourke Street
Melbourne. 3000
Victoria, Australia