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Complaints Policy

Last modified 21 June 2023

Purpose

Queens Parade Specialists values feedback from patients as this assists us in improving our services and continuing our pursuit of excellence in patient care. Our Complaints Policy has been designed to ensure that any concerns are handled fairly, respectfully, and efficiently. We commit to taking every complaint seriously, treating all parties involved with dignity and respect.

Lodging a Complaint

You are encouraged to discuss any surgical concerns with the Surgeon directly. If your complaint is not related to surgery, please direct it to the Practice Manager. Most issues can be resolved quickly and effectively through direct communication.

If the matter remains unresolved or requires a formal investigation, you may submit a written complaint to the Practice. Please include your name, contact details, and a clear description of the issue. 

Practice contact details:

reception@jeremyrichardson.com.au
(03) 9486 6721

Escalation

If we cannot resolve the complaint to your satisfaction, you may escalate your complaint to the State or Territory Health Care Complaints Commission and/or Australian Health Practitioner Regulation Agency (AHPRA).

Confidentiality

All complaints will be treated with confidentiality and in accordance with the Australian Privacy Principles. Personal information will only be used for the purpose of investigating and resolving the complaint.