At Zed3 Medical Group (“Zed3”) we aim to provide a positive experience for both potential and current patients. This includes through not only their interactions with our administrative and clinical staff but also our facilities and infrastructure.
The purpose of this policy is to provide patients with the ability to share any grievances or areas where they see we could improve our service whilst giving our employees the tools with how to best deal with these. Zed3 understands that despite our best intentions, we and the Clinicians who consult from Zed3 are unable to satisfy everybody all of the time. We see patient feedback, both constructive and complimentary as an opportunity to maximise strengths and to address weaknesses. Patient feedback is invited and accepted appreciatively at all times.
In so far as this policy imposes any obligations on Zed3, those obligations are not contractual and do not give rise to any contractual rights. To the extent that this policy describes benefits and entitlements for employees, they are discretionary in nature and are also not intended to be contractual. The terms and conditions of employment that are intended to be contractual are set out in an employee’s written employment contract.Zed3 may unilaterally introduce, vary, remove or replace this policy at any time.
PROCEDURE
The Zed3 Medical Group website provides patients with information on how to provide feedback.We encourage patients and other visitors to tell us how we are doing. Anything that is of a serious nature, we request that this feedback is provided to us in writing via email to admin@zed3.com.au so that we can investigate sufficiently and respond appropriately.We ask that any feedback provided verbally is done so in a respectful manner. Any abusive or aggressive language will not be tolerated.
We make every effort to respond to and resolve complaints at the time the patient or other people such as carers (relative, friend other consumer) makes them known to us.
All staff are prepared to address complaints as they arise. Depending on the nature of the complaint and advice received from medical indemnity company, complaints are recorded and actioned, with a copy placed in the patient’s medical record if related to patient care.
All clinical staff and the Executive Leadership Team are aware of their professional and legal obligations regarding the mandatory reporting of unprofessional conduct.
When receiving complaints staff keep in mind the following to minimise further patient anxiety and hostility, possibly leading to litigation.
HANDLING OF FEEDBACK
Acknowledgement – Zed3 will acknowledge receipt of the complaint within 5 business days.
Investigation – The Practice Manager or a member of the Zed3 Executive Leadership team will conduct a thorough and impartial investigation, which may involve interviewing relevant staff and reviewing relevant records. Proper documentation of the investigation will be maintained.
Resolution – Management will attempt to resolve the complaint withing 14 business days from the date of receipt. If further time is required, the complainant will be informed of the delay and provided with an updated timeframe.
Communication – Management will communicate the outcome of the investigation, including any actions taken or planned to the complainant in writing.
ESCALATION
Under the Health Services (Conciliation & Review) Act 1987 people with complaints are encouraged to try to resolve them directly with the health service provider. If a satisfactory outcome is not achieved, then the complainant can go directly to the following agencies:
NSW: Health Care Complaints Commission
NT: Health and Community Services Complaints Commission
QLD: Office of the Health Ombudsman
SA: Health and Community Services Complaints Commissioner
TAS: Health Complaints Commissioner
VIC: Health Complaints Commissioner
WA: Health and Disability Services Complaints Office
CONFIDENTIALITY
All feedback will be treated with confidentiality and in accordance with the Australian Privacy Principles. Personal information will only be used for the purpose of investigating and resolving the complaint.
CONTINUOUS IMPROVEMENT
Zed3 will use the lessons learned from the feedback to improve our services and reduce the likelihood of similar issues arising in the future.