Mogo Day Surgery

The philosophy behind the Mogo Day Surgery is to provide an exemplary standard of care whilst ensuring that each & every patient experiences minimum discomfort in a safe & caring environment.

Complaints Procedure

Patient satisfaction affects health outcomes and the Mogo Day Surgery acknowledges that patient complaints are an important source of customer feedback.

Patients have a ‘right to complain’ and need somewhere to go with their problems.

The  Mogo Day Surgery has identified the Practice Manager to be responsible for feedback and complaints. 

This person coordinates the seeking of feedback and the investigation and resolution of complaints.

Under the Health Services (Conciliation & Review) Act 1987 people with complaints should try to resolve them directly with the health service provider.

If a satisfactory outcome is not achieved then the complaint can go directly to the Health Services Commissioner for action.  The public may also call the Office of the Health Services Commissioner at any time concerning a query or to report a complaint.

Under national and state privacy laws: Commonwealth Privacy Act – Privacy Amendment (Private Sector) Act 2000 and New South Wales Health Records Act 2001, the  Mogo Day Surgery must provide and adhere to a complaints process for privacy issues and those related to the National Privacy Principles (NPPs)/Health Privacy Principles (HPPs).

Patients and others are entitled to register a complaint with the Health Care Complaints Commission.  

Health Care Complaints Commission
Locked Bag 18
Strawberry Hills   NSW   2012
Phone:  1800 043 159  

Complaints concerning privacy issues can be made with the National Privacy Commissioner.  Complaints here will have a response within 28 days. 

National Privacy Commissioner
GPO Box 5218
Sydney 1042
Privacy hotline 1300 363 992