If you have a life-threatening emergency, call 000 or go to your nearest emergency department.” 

Feedback and Complaints

At Sunshine - Medicare Urgent Care Clinic, we are committed to providing safe, high-quality and respectful care.

We welcome all feedback — compliments, suggestions, and complaints — as it helps us improve our service. 

How to Give Feedback or Make a Complaint 

You can contact us by email: sunshineurgentcareclinic@gmail.com

If you prefer, you may speak to our Practice Manager in person or over the phone.

We can also help you make a complaint if you need assistance.

Our Complaints Process

We follow a clear and fair process for all feedback and complaints:

1. Your complaint is received (verbal, written, or online).
2. Our Practice Manager records it in our Complaints Register.
3. You will receive an acknowledgement within 2 business days.
4. We review and investigate the issue.
5. Any clinical concerns are reviewed by our Clinical Director.
6. You will receive a written or verbal response within 10 business days.
7. If improvements are required, we document and implement these actions.
8. De-identified complaint themes are shared at team meetings to support quality improvement.

Your care will never be negatively affected because you made a complaint.

If You Prefer to Speak to an Independent Organisation 

If you feel uncomfortable raising a concern with us directly, or if you are not satisfied with the outcome, you can contact:

Health Complaints Commissioner (HCC) – Victoria

📞 1300 582 113
🌐 https://hcc.vic.gov.au

The HCC is an independent body that helps resolve complaints about health services in Victoria.

Interpreter Support

If you need an interpreter to provide feedback or make a complaint, we can arrange one for you.

Your Rights 

When using our service, you have the right to:

• safe, respectful and quality care

• provide feedback without any negative impact on your care

• have your personal information kept private and confidential

• involve a support person, carer, or advocate

• receive help to understand or express your concerns, including interpreter services

Thank You 

We appreciate your time in helping us improve our services for our community.