Complaints Policy

At The Coast Clinic Plastic Surgery & Aesthetics, we strive to provide the highest quality of care and service to our patients. We understand that occasionally concerns or complaints may arise, and we take such matters seriously. This policy outlines the steps to be followed when making a complaint, including the option to escalate the complaint to external bodies such as AHPRA (Australian Health Practitioner Regulation Agency), the Health Care Complaints Commission, or the Health Ombudsman.

 

  1. Initial Contact with the Practitioner

If you have a concern or complaint, we encourage you to first address the issue directly with the practitioner involved. This allows for open communication and the opportunity to resolve the matter in a timely and satisfactory manner. We recommend scheduling a follow-up appointment with the practitioner or contacting the practice to arrange a discussion.

  1. Contacting the Practice Manager

If you are unable to reach a satisfactory resolution with the practitioner or prefer not to discuss the matter directly with them, you may contact our Practice Manager. The Practice Manager can be reached via email at practicemanager@thecoastlclinic.com.au or 0756830820. Please provide a detailed description of your complaint, including relevant dates, times, and any supporting documentation. The Practice Manager will acknowledge receipt of your complaint within 14 business days and initiate an investigation.

  1. Internal Investigation and Resolution

Upon receipt of your complaint, the Practice Manager will conduct a thorough investigation to understand the issue and gather any necessary information. This may involve consulting with relevant staff members and reviewing medical records or other relevant documentation. We aim to resolve complaints within a reasonable timeframe, and you will be kept informed of the progress and expected resolution timeframe throughout the process.

  1. Escalating the Complaint

If you are dissatisfied with the outcome of the internal investigation or if the issue remains unresolved, you have the option to escalate your complaint to external bodies.

  1. AHPRA (Australian Health Practitioner Regulation Agency): AHPRA oversees the registration and regulation of health practitioners in Australia. To make a complaint to AHPRA, you can visit their website at www.ahpra.gov.au or call their helpline at 1300 149 495
  2. Health Ombudsman: The Health Ombudsman (QLD) acts as an independent authority to address complaints about health services and providers. You can contact their office at 133646

Please note that you have the right to pursue any of these external options at any stage of the complaint process. However, we encourage you to allow us the opportunity to address your concerns internally before escalating the matter.

  1. Confidentiality and Non-Retaliation

We treat all complaints seriously and handle them with utmost confidentiality. Your identity will be protected to the extent allowed by law during the investigation and resolution process.

We value your feedback and consider it an opportunity to continuously improve our services. Your complaint will be taken seriously, and we will strive to address it promptly and fairly. If you require any assistance or have any questions regarding our complaint policy, please do not hesitate to contact the Practice Manager or speak with our reception staff.

Effective Date: 1.7.2023