Complaints Policy | The DOCTORS Hope Island

COMPLAINT HANDLING POLICY

Effective Date: 3rd March 2025
Review Date: 3rd December 2025

1. Purpose

This policy outlines the process for managing complaints at The DOCTORS Hope Island to ensure compliance with relevant Queensland and Australian laws and to provide a fair, transparent, and effective system for addressing patient concerns.

2. Scope

This policy applies to all staff, including general practitioners, nurses, allied health professionals, administrative personnel, and contractors engaged by The DOCTORS Hope Island. It covers complaints from patients, their families, carers, or representatives regarding the services provided.

3. Legislative Framework

This policy aligns with the following legislation and standards:

Health Ombudsman Act 2013 (Qld)
Health Practitioner Regulation National Law (Queensland)
Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs)
Australian Charter of Healthcare Rights
Human Rights Act 2019 (Qld)
National Safety and Quality Health Service (NSQHS) Standards

4. Principles

The DOCTORS Hope Island is committed to:

Treating all complaints seriously and responding promptly.
Ensuring patient confidentiality and privacy in complaint handling.
Providing an accessible and transparent complaints process.
Using complaints as opportunities for quality improvement.

5. Complaint Lodgement Process

5.1 How to Make a Complaint

Complaints can be made:

Verbally to staff members or the Practice Manager.
In writing via email, letter, or clinic feedback forms.
Anonymously through designated feedback boxes.
Online through the clinic’s website or patient portal.

5.2 Acknowledgment of Complaints

All complaints will be acknowledged within 5 business days. Patients will be provided with:

Confirmation of receipt.
The expected timeframe for a response.
Contact details for follow-up inquiries.

6. Complaint Resolution Process

6.1 Initial Assessment

Upon receipt, complaints will be classified into:

Minor complaints: Resolved within 10 business days by frontline staff.
Complex complaints: Require further investigation and resolution within 30 business days.

6.2 Investigation Process

The Practice Manager will review and gather relevant information.
Confidential discussions may be held with staff members involved.
If necessary, independent clinical advice may be sought.
The complainant will be kept informed of progress.

6.3 Resolution and Response

A formal response outlining findings and actions taken will be provided.
If the complainant is unsatisfied, options for further review will be communicated.
Corrective actions will be implemented as needed to improve service delivery.

7. Escalation and External Review

If a complaint cannot be resolved internally, patients may contact:

Office of the Health Ombudsman (OHO) – Phone: 133 646, Website: www.oho.qld.gov.au
Australian Health Practitioner Regulation Agency (AHPRA) – Website: www.ahpra.gov.au

8. Confidentiality and Privacy

All complaints will be handled in compliance with the Privacy Act 1988 (Cth). Personal details will not be disclosed without consent unless required by law.

9. Staff Training and Responsibilities

Staff will receive training on complaint handling annually.
The Practice Manager is responsible for overseeing the implementation of this policy.
All staff members are responsible for escalating complaints appropriately.

10. Continuous Improvement

Complaints will be reviewed regularly to identify trends and areas for improvement.
Feedback will be incorporated into staff training and policy updates.

11. Policy Review

This policy will be reviewed every two years or sooner if legislative changes occur.

Approved by: Chief Operations Officer
Date: 3rd March 2025

For further information, please contact The DOCTORS Hope Island

Tel: (07) 5651 4778

Fax: (07) 5621 0426

Email: admin@embracemedical.au

Postal: PO Box 522, Sanctuary Cove Qld 4212

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