COMMUNICATION

Our Clinical Team is available during normal surgery hours for emergency advice. Our Team is experienced in deciding the appropriate response to any phone request. Non-urgent phone messages will be returned at a time that is allocated for the Doctors to do so.

Phone calls are not generally put through to doctors during consultations. Our receptionists can take a message and pass it on to your doctor. If the matter is urgent, please let our receptionists know immediately. Your call may be transferred to our nurse for triage.

PATIENT FEEDBACK AND COMPLAINTS

We encourage your feedback at this practice, either verbally or in writing. If you think we can do something better or are pleased with the service you have been provided than please let us know. A suggestion box is situated in our Waiting Room for your convenience.

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:

  • fill out a complaint form online at hcc.vic.gov.au or
  • phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss the issue.