At Ives Family Practice, we recognise that healthcare is both personal and sensitive. We value the trust our patients place in us to care for their well-being, and we are dedicated to delivering exceptional care while ensuring a positive patient experience.
We understand that, despite our best intentions, there may be times when patients feel dissatisfied or worried about their experience at our practice. These concerns can arise from various factors, such as miscommunication, unexpected outcomes, or perceived lapses in care.
We believe that every patient has the right to voice their concerns and be heard. Addressing complaints and learning from them is not only essential for maintaining trust and transparency but also for fostering continuous improvement in our practice.
Our Complaints Policy has been designed with empathy and understanding, ensuring concerns are addressed fairly, respectfully, and promptly. We welcome patient feedback and are dedicated to handling every complaint with the utmost seriousness, treating all individuals involved with dignity and respect.
At Ives Family Practice, we are committed to listening, learning, and evolving, and we value your partnership in helping us maintain the highest standards of care.
This policy applies to all patients, staff, and visitors at Ives Family Practice.
a. Informal Complaints: We encourage patients to address any concerns directly with the relevant staff member or the Practice Manager. Most issues can be resolved promptly and effectively through open, informal communication. Our staff aim to respond to informal complaints within three (3) business days.
b. Formal Complaints: If a concern cannot be resolved informally or requires a formal investigation, patients may submit a written complaint to the Practice Manager. Please provide your name, contact information, and a detailed description of the issue. While anonymous complaints are accepted, our ability to investigate and respond may be limited. Assistance, such as interpreters or advocacy services, is available upon request for those who need support.
Email: info@ivesfamilypractice.com.au
Postal Address: Ives Family Practice, Unit 37, 21 Thynne Street, Bruce, ACT, 2617.
a. Acknowledgement: We will acknowledge receipt of the complaint within five (5) business days.
b. Investigation: The Practice Manager will conduct a thorough and impartial investigation, which may involve interviewing relevant staff and reviewing relevant records. Proper documentation of the investigation will be maintained.
c. Resolution: The Practice Manager will attempt to resolve the complaint within thirty (30) business days from the date of receipt. If further time is required, the complainant will be informed of the delay and provided with an updated timeframe.
d. Communication: The Practice Manager will communicate the outcome of the investigation, including any actions taken or planned, to the complainant in writing.
If the complainant is not satisfied with the outcome of the investigation, they may escalate their complaint to an external body:
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.
We will use the lessons learned from complaints to improve our services and reduce the likelihood of similar issues arising in the future. We will regularly review and update this policy to ensure its effectiveness. This includes:
a. Staff Training: All staff will receive training on the complaints policy and procedures, ensuring they are equipped to handle complaints appropriately.
b. Record Keeping: Proper documentation of complaints, investigations, and resolutions will be maintained to facilitate ongoing monitoring and improvement.
c. Internal Review and Monitoring: Regular audits or reviews of complaints data will be conducted to identify trends, pinpoint areas for improvement, and opportunities to enhance patient care.
d. Patient Feedback: We encourage complainants to share feedback on their experience with the complaints process to help identify opportunities for improvement and ensure it remains patient-focused and effective.