At Central Highlands Anaesthetic Associates, we are committed to providing the highest quality of medical care and patient satisfaction. We value your feedback and take all complaints seriously, as they present an opportunity for us to continuously improve our services. This formal complaint protocol outlines the steps you can follow to address any concerns or grievances you may have related to our clinic, staff, or services.

 

Initiating a Complaint:

If you have a complaint, we encourage you to follow these steps:

1.  Contact the Clinic Manager: Your first point of contact should be the Clinic Manager. You can reach them by phone at 03 4314404 or by email at info@centralhighlandsanaestheticassociates.com.au  The Clinic Manager will listen to your concerns and work with you to resolve the issue promptly.

2.  Provide Relevant Information: To help us better understand your complaint, please provide specific details such as the date and time of the incident, the names of the involved parties, and any other relevant information.

Formal Written Complaint:

If your complaint is not resolved to your satisfaction or you feel more comfortable submitting a formal written complaint, you may do so by lodging a complaint below you will be asked to provide the following information: 

• Your full name

• Contact information (phone number and email address)

• Date and time of the incident (if applicable)

• Names of any staff members involved (if known)

• A detailed description of your complaint

• Any supporting documents or evidence

Acknowledgment and Investigation:

Upon receipt of your formal written complaint, our Clinic Management team will acknowledge its receipt within two business days of receiving it. We will initiate an investigation to thoroughly examine the matter and ensure that your concerns are taken seriously and addressed promptly.

Resolution and Communication:

Our team will diligently work towards resolving your complaint in a timely manner. We will keep you informed of the progress throughout the investigation. Once a resolution is reached, we will communicate the outcome to you, along with any actions taken to prevent a recurrence.

External Review:

If, for any reason, you are not satisfied with the resolution provided by Central Highland Anaesthetic Associates, you have the option to seek an external review through the appropriate regulatory body or ombudsman.

Confidentiality:

We treat all complaints with utmost confidentiality and respect for your privacy. Only the individuals involved in investigating and resolving the complaint will have access to the information provided.

We appreciate your feedback and commitment to helping us maintain the highest standards of care. Your input is invaluable as we strive to continually improve our services and patient experience