Feedback and Complaints

At Arana Hills Medical Centre, we value your feedback. Whether you’d like to share a compliment, suggestion, or concern, your input helps us improve the care and service we provide.

Our Practice Manager is responsible for receiving, investigating, and managing all feedback and complaints. We handle all matters openly and respectfully, guided by the following principles:

• We respect your right to provide feedback or make a complaint at any time.
• We will acknowledge your complaint as soon as possible and always within 2 working days.
• We aim to resolve all complaints promptly and fairly. You’ll receive a response within 30 days, including an explanation and, where appropriate, an apology.
• If we need more time to resolve your concern, we will keep you updated about the progress and expected timeframe.
• We will work together with you to address the issue and will let you know the outcome, including any changes we make as a result of your feedback.
• If your complaint involves a member of our clinical team, we may contact our insurer for advice before taking action.
• Any staff member involved will have an opportunity to discuss the matter privately.
• Your care will never be affected by raising a complaint.
• All complaints and their outcomes are documented carefully. If the issue relates to your clinical care, a record will also be added to your health file.
• We regularly review feedback and complaints in our team meetings to identify trends and make improvements.
• Where relevant, we will inform you about any changes made as a result of your feedback.

How to Provide Feedback or Make a Complaint

You can share your feedback or make a complaint by:

• Speaking with any of our staff or asking to speak directly with the Practice Manager
• Calling our clinic on 07 3351 6444
• Emailing us at practice_manager@aranamed.com.au
• Writing to us at 14b, 5-11 Patrick Road, Arana Hills QLD 4054

If you feel your concern has not been resolved to your satisfaction, you have the right to contact an external agency:

Health Complaints in Queensland
Office of the Health Ombudsman
Phone: 133 646
Website: www.oho.qld.gov.au

Privacy Concerns
If your complaint relates to privacy or the handling of your personal information and we have been unable to resolve it internally:
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Postal Address: GPO Box 5218, Sydney NSW 2001
Website: www.oaic.gov.au

Concerns About Health Practitioners
Anyone can make a notification about a registered health practitioner’s conduct, performance, or health to:
Australian Health Practitioner Regulation Agency (AHPRA)
Website: www.ahpra.gov.au

We appreciate you taking the time to help us improve and remain committed to addressing any concerns you may have.