The purpose of this Client Complaint Policy is to establish a structured and transparent process for handling and resolving client complaints at our Women's Health Physiotherapy Practice in Sydney, Australia. We are committed to providing excellent care and services to our clients and take complaints seriously to continuously improve our practice.
A complaint is defined as any expression of dissatisfaction or concern raised by a client regarding the services, treatment, behavior, or any other aspect of their experience at our Women's Health Practice.
a. Receipt of Complaint:
Clients may lodge a complaint verbally, in writing, via email, or through our website's designated complaint form.
All complaints will be treated confidentially and with respect.
b. Initial Acknowledgment:
Upon receiving a complaint, we will acknowledge receipt within [24 hours], either verbally or in writing, and provide an estimated timeframe for the resolution process.
c. Investigation:
The Practice Manager or a designated staff member will conduct a thorough investigation into the complaint. This may involve gathering relevant information from the client, staff members involved, and any other relevant sources.
d. Resolution:
Our primary goal is to resolve the complaint to the client's satisfaction promptly.
If a resolution can be achieved immediately, the Practice Manager will inform the client and document the outcome.
In cases where a swift resolution is not possible, the client will be kept informed about the progress and expected timelines for resolution.
e. Communication:
Throughout the complaint handling process, clear and respectful communication will be maintained with the client.
All parties involved will be treated with fairness and impartiality.
f. Privacy and Confidentiality:
Client information related to the complaint will be treated in accordance with relevant privacy laws and guidelines.
Information will only be shared with those involved in the complaint resolution process.
If a client is not satisfied with the outcome of the complaint resolution, they may request that the complaint be escalated. In such cases, the complaint will be referred to an external and impartial mediator or the relevant regulatory body, if required.
All complaints, along with their resolutions, will be documented in a secure and confidential manner.
The documentation will help identify trends, areas for improvement, and monitor the effectiveness of the complaint handling process.
All staff members will receive training on the complaint handling policy and procedures to ensure a consistent and effective approach to resolving complaints.
We view complaints as an opportunity to improve our services and client experience.
Data from complaints will be analyzed periodically to identify recurring issues and implement necessary changes to prevent future occurrences.
This Client Complaint Policy will be made readily available to clients through our website, reception area, and promotional materials.
Our complaint handling process will comply with all relevant laws and regulations governing healthcare services in Sydney, Australia.
This policy will be reviewed annually or more frequently if deemed necessary, to ensure its relevance and effectiveness.