COMPLAINTS POLICY

Overview

We strive for all patients to feel supported and satisfied with the outcome achieved by their treatment with us.

Cosmetic surgery is not an exact science and preoperatively we explain that while surgery or treatments aim to bring about improvements – they do not perfect a physical feature. Outcomes may take months or years to be visible, as internal tissues heal, swelling settles and scars mature. Prior to a procedure, this information, along with the patient’s expectations and potential results are discussed and clinically documented. 

Patients who are dissatisfied have the right to make a complaint. Patients are encouraged to share this with Dr Sharp or the clinic directly. All complaints are taken very seriously and handled with respect and compassion. 

If concerns cannot be resolved to the patient’s satisfaction, the patient can engage in a complaints process involving third parties, who will assess their surgical consent process, clinical care and outcomes, and make a determination. 

Our complaints mechanisms include:

1. Book an appointment with the treating clinician / doctor: we encourage patients to address their concern or compliant to the person who has been treating them. In most cases, this arrives at a resolution – or a planned pathway towards a resolution, in a clinically appropriate time frame. 
2. Contact the Practice Manager: if you are not able to resolve the issue to your satisfaction directly with your treating clinician, access the clinic’s practice manager via manager@drdavidsharp.com.au. The manager will acknowledge your complaint within 5 days (see below for the details to include in your complaint).
3. Internal investigation: If a complaint cannot be resolved immediately by the treating clinician / doctor or practice manager, an investigation will be commenced. This can take up to 2 weeks.
4. Escalating complaint to external bodies: if you are dissatisfied with outcome of the investigation or the issue remains unresolved, you may wish to escalate your complaint to external bodies.

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Who can make a complaint?

This practice recognises the right of our patients, family, carers of others to make a complaint about the care and service they receive from our organisation. This policy outlines our approach to handling those complaints.

What defines a complaint?

A complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure or the conduct of another person.

When will my complaint be resolved?

Any complaint, whether verbal or in writing, will be handled in a timely manner, taking into
account the complexity and seriousness of the issues raised to facilitate a resolution for all parties concerned. Our team members are encouraged and supported to actively resolve any complaint or issues raised with them. Our team members understand when to escalate matters to more senior staff to avoid unnecessary delay and timely resolution.

The person making the complaint will be kept informed throughout the investigation
process, outcomes, time frames concerned and any unexpected delays in the process.

Confidentiality

The privacy and confidentiality of all parties will be respected as appropriate in keeping with the Australian Privacy Principles. Accurate and secure records will be kept of each complaint, including recording of reasons for all significant decisions.

In the case where a patient submits a complaint to the Ombudsman or AHPRA, we may be required to release the patient’s relevant clinical records to the respective authority to assist with their investigation. This may include (but is not limited to) clinical consultation transcripts, operation notes, correspondence and clinical images.

Resolution

Once an investigation is complete and the circumstances considered, a, fair and reasonable remedy or remedies will be offered where appropriate. Our clinic monitors and reviews complaints received, where appropriate, preventative and corrective action will be undertaken to
reduce the likelihood of such issues arising in the future. 

Declining complaints

Our Practice Manager, in consultation with our director and surgeon may decide not to deal with a complaint if:

• A legal claim has been commenced by any party involved in the complaint
• The complaint has been lodged with an external agency and it is more appropriate for the matter to be dealt with by that agency
• The organisation has already dealt with the substance of the complaint in the past

We do not engage with complaints that involve foul / abusive language, slurs or harassment.

Where the complaint implies serious misconduct (for example, serious risk to the health and safety of staff or clients, or a criminal offence), or where mandatory reporting is required, the organisation has an obligation to refer the matter to the appropriate agency as required by law.

People making a complaint are responsible for:

• Providing a clear and honest account of their concerns and their expectations for the outcome of their complaint, including providing all relevant information and documents to assist in the investigation and resolution of the matter

• Engaging openly in the complaint handling process, including participating in discussion with other parties to resolve the concerns

• Responding to requests for information in a timely manner

• Respecting those individuals involved in the complaint handling process

External agencies

Patients can exercise their right to pursue any external complaint options, at any stage of the complaint process. However, we ask patients to please give us the opportunity to address their concerns internally, before escalating the matter.

Details of external agencies are listed below.

Complaint about privacy and confidentiality and access to personal information:

Office of the Australian Information Commissioner

Email: enquiries@oaic.gov.au
Facsimile: +61 2 9284 9666
Phone: 1300 363 992.
Post: GPO Box 5218, Sydney NSW 2001

Complaint about health care service or delivery:

– Office of the Health Ombudsman

Online: https://www.oho.qld.gov.au/make-a-complaint  |  Phone 133 646

– AHPRA (Australian Health Practitioner Regulation Agency)

Online: www.ahpra.gov.au  |  Phone 1300 149 495