Please note phones are diverted between 12.30-1.30pm Mon-Fri. In emergencies, please call 000 or hospital (02) 6540 2100
As a valued patient of Scone Medical Practice, you have the right to submit a complaint if you believe our service and / or provision of care has not been of a high standard. We take your concerns very seriously and will treat you and your complaint with respect.
How can I make a complaint?
1. You can phone the practice on 02 6545 1600 and request to speak with the practice manager about your complaint. The practice manager is dedicated to improving patient care and patient experience at Scone Medical Practice and is most of the time available to speak with you. However, occasionally, the practice manager may not be available at the time you call due to various professional commitments. If this occurs, please provide your name and contact details to the administration staff and your call will be returned once the practice manager is available again.
2. Please note that You can submit a letter of complaint via post or email. In this letter, please include:
The nature of your complaint
Your name and relevant contact details
The name(s) of the individual(s) involved
The date and approximate time of what has occurred
Your ideas about how you would like us to help you, or how we could ensure such as incident is not repeated in the future
Upon submitting your complaint you should expect:
A personalised verbal or written response from us acknowledging your complaint
We will investigate the complaint and make every effort to resolve the issue in a timely manner
Verbal or written communication from us detailing how the issue was resolved
Send your letter to:
Attn Practice Manager
Scone Medical Practice
PO BOX 286, SCONE NSW 2337 firstname.lastname@example.org
If you are not satisfied with the outcome after the completion of the steps above, you can refer your complaint to the Health Care Complaints Commission as follows; Health Care Complaints Commission T: 1800 043 159 E: email@example.com W: http://www.hccc.nsw.gov.au/ P: Locked Mail Bag 18, STRAWBERRY HILLS NSW 2012