Patient Dispute Resolution Procedure

This procedure outlines the process for managing and resolving patient complaints and disputes at Prince Henry Medical Practice. It aims to ensure that all patient concerns are addressed promptly, fairly and confidentially. Our goal is to maintain a high quality of care and foster a trusting relationship with our patients.

Stage 1: Informal Resolution (First Contact)

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Many concerns can be resolved quickly and informally.

• Direct Communication: You are encouraged, where comfortable, to first discuss their concern directly with GP involved or with the Practice Managers.

• Immediate Action: If the concern can be resolved immediately (e.g., clarification of a billing item, re-scheduling an appointment), we will endeavour to do so.

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Stage 2: Formal Complaint 

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If the concern cannot be resolved informally, or if you prefer to make a formal complaint:

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• How to Lodge: You can lodge a formal in writing (letter or email – info@princehenrymedical.com.au) or verbally (on the phone or in person – you may be asked to put your complaint in writing should we require further information).

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• Information Required: To assist with investigation, please provide:

  • Your name and contact details.

  • Date and time of the incident/concern.

  • Details of the concern (what happened, who was involved, what outcome is sought).

  • Any supporting documentation.

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• Acknowledgement: All formal complaints will be acknowledged in writing (email or letter) within 3 business days of receipt. This acknowledgement will include information about the complaint process and an estimated timeframe for resolution.

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• Confidentiality Notice: Whilst your complaint will be handled confidentially, some details may need to be shared with relevant staff members for investigation purposes.

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Stage 3: Investigation

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• Designated Person: The Practice Manager is the primary contact for receiving and coordinating the investigation of complaints. For complaints involving the Practice Manager, the Practice Principal will assume this role.

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• Fact-Finding: The designated person will:

  • Gather all relevant information, including reviewing patient records, interviewing involved staff members, and consulting with other relevant parties.

  • Ensure all parties involved have an opportunity to provide their account.

  • Maintain detailed records of all steps taken during the investigation.

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• Objectivity: The investigation will be conducted objectively, focusing on facts and evidence.

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• Timeframe: The practice aims to complete investigations and provide a substantive response within 14 business days. If the investigation is complex and requires more time, the patient will be informed of the delay and provided with an updated timeframe.

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Stage 4: Response and Resolution

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• Written Response: Upon completion of the investigation, you will be provided a written response. This response will:

  • Provide findings and conclusions.

  • Explain any actions taken or proposed to resolve the complaint (e.g., apology, explanation, change in procedure, offer of further discussion).

  • Offer an opportunity for further discussion if required.

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• Resolution Options: Resolution may include:

  • An explanation or clarification.

  • An apology.

  • Corrective action (e.g., re-scheduling, re-issuing a bill).

  • Changes to practice policies or procedures to prevent recurrence.

  • Referral to an external body if appropriate.

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Stage 5: External Review/Escalation

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If you are not satisfied with the outcome of the practice's internal dispute resolution process, you have the right to escalate your complaint to an external body such as the Health Care Complaints Commission (1800 043 159 or https://www.hccc.nsw.gov.au) or the Office of the Australian Information Commissioner (OAIC) for privacy-related complaints (https://www.oaic.gov.au).

The practice will cooperate fully with any external investigation.