Communication, Feedback and Privacy

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.

How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice? 

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. You can email us at [email protected].  You must include your mailing address and contact number. Turnaround timeframe to your request will usually be 30 days.

You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992 or Office of the Health Ombudsman 13 36 46

(OAIC – Office of the Australian Information Commissioner)

Complaints