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