COMPLIMENTS & COMPLAINTS

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Our Commitment

Augmentia Health provide a high quality of service. We greatly values your feedback, whether it be a compliment, complaint, or just a general comment on the services you receive, or our organisation as a whole. We are committed to good governance, strong management, and providing services that meet your needs. Your feedback can be used in a number of ways, not only to address an issue regarding your services, but also to help us improve overall (e.g. by changing our processes, or feeding into our strategic plan).

The below policy outlines how you can make a complaint or have your concerns addressed.

Fair & Reasonable Treatment

We look to resolve complaints fairly and efficiently. Anyone making a complaint will be treated fairly, wityh courtesy, consideration, and respect.
We will maintain impartiality, confidentiality, and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.

Responsiveness

We recognise that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaint handling methods to help us resolve issues as quickly as possible.

If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.

Efficiency

We resolve complaints within 30 days of receipt whenever possible. If a complaint takes longer than this to resolve, for example a sensitive or complex matter, we will let you know.

We will tell you about the progress of your complaint as we work to resolve it.

Accountability & Reporting

Our employees are aware of the service standards and procedures set out in this policy. The Business Director and the Clinical Director will be provided with regular reports of complaints received.

Unless a complaint is a simple one which can be resolved the first time we are contacted with will fully document all complaints and maintain details of decisions and actions taken on our complaints register.

Complaints Handling Process

Resolving the Matter

Complaints at this level usually involve simple misunderstandings or provide an opportunity for a grievance to be heard.

They should be dealt with internally by their psychologist.

Referral to the Business Director

If we can’t resolve your complaint at the first level the matter will be referred to the Business Manager. The role of the Business Manager is to:

  • Help staff and people making a complaint in the complaints-handling process
  • Maintain a register of the complaints received
  • Maintain and review Augmentia Health’s complaints handing framework
  • The Business Manager will advise the Clinical Director of the receipt and outcome of any formal complaints

If referring a complaint to the Business Manager would lead to a conflict of interest, the matter will be referred to the Clinical Director, who may appoint another person to address the complaint.

External Review

If you are dissatisfied with our handling of a complaint, which is not a privacy complaint, at any stage you are entitled to pursue an external method of review.

Avenues of external review or complaints handing can include (but are not limited to):

  • Medication and arbitration
  • The Commonwealth Ombudsman
  • Australian Psychology Society
  • Australian Health Practitioner Regulatory Agency (AHPRA)

Whilst you are free to use these methods at any time, we strongly recommend you use our internal review process before seeking independent assistance.

Whilst we are committed to resolving complaints within 30 days whenever possible, external reviews will have their own timeframes.

Steps in the Complaint Handling Process

Acknowledgement

We will acknowledge your complaint and tell you the process we will follow, we will also give you the contact details of the person who will be handling your complaint.

Assessment

We will determine the nature of your complaint and the best way to handle it.

Investigation (If needed)

Simple and straight forward complaints can often be resolved on first contact. If this isn’t possible and the complaint is referred to the Practice Manager, we will investigate to make sure that we have all the relevant information. This could include interviewing you and the staff member(s) involved and clearing up any misunderstandings or seeking any legal advice.

Response

Once we have finished any investigation and made a decision or findings, we will tell you what the outcome is and explain how it came about. We will also tell you what your options are to have our findings reviewed, or to pursue your complaint externally.

Improvement

If we receive a complaint that highlights a systemic problem that we have, we will use the feedback we receive to review our policies and procedures and will make some changes if we think we can improve.

How do I get in contact?

If you have concerns about the service you have received at the Psychology Clinic, we encourage you to raise the matter with your psychologist first and attempt to resolve the problem.

If that is unsuccessful, or you believe you cannot discuss the issue with your Psychologist, you should contact the Business Director via the Clinic Receptionist, on 1800 683 442 or reception@augmentiahealth.com.au

You are also able to complete the below form and our Business Director will be in contact with you if you have requested follow up.