Complaints Policy
Effective Date: January 25, 2025
1. Introduction
Forma Vitae Plastic Surgery Pty Ltd ("we," "us," "our") is committed to providing high-quality care and services. We value feedback from our patients and are dedicated to addressing any concerns or complaints promptly, fairly, and transparently.
2. Purpose
This policy outlines the process for managing complaints to ensure they are handled effectively and in accordance with the Privacy Act 1988 (Cth), The Health Complaints Act 2016 and the Australian Privacy Principles (APPs).
3. Scope
This policy applies to all patients, their families, and representatives who wish to make a complaint about the services provided by Forma Vitae Plastic Surgery Pty Ltd.
4. How to Make a Complaint
Complaints can be made verbally, in writing, or electronically. You can submit your complaint through the following channels:
- In Person: Speak directly to our staff or management. Our staff can assist you in making a complaint if necessary.
- By Email: management@formavitae.au
- By Phone: +61 3 8548 0370
5. Complaint Handling Process
We aim to handle complaints in accordance with the Complaint Handling Standards as laid out in the Health Complaints Act 2016.
1. Acknowledgement: We will acknowledge receipt of your complaint within three business days. We will communicate to you expectations about what will happen next, when, and any conditions which may change those expectations.
2. Assessment: We will assess the complaint to determine its nature and severity.
3. Investigation: An investigation will be conducted, which may involve gathering information from relevant parties. Throughout the course of the investigation, we will endeavour to provide updates on the progress of your complaint.
4. Resolution: We aim to resolve complaints within 10 business days. If more time is needed, we will provide an estimated resolution date.
5. Response: We will provide a written response outlining the outcome of the investigation and any actions taken.
6. Escalation & Alternative Complaints Pathways
If you are not satisfied with the resolution, or if you do not feel safe or comfortable raising your issue directly with us, you can escalate your complaint to external bodies such as:
- Australian Health Practitioner Regulation Agency (AHPRA): www.ahpra.gov.au
- Health Complaints Commissioner (HCC): www.hcc.vic.gov.au
7. Record Keeping
We will maintain a record of all complaints, including the nature of the complaint, actions taken, and the resolution. These records will be reviewed regularly to identify trends and areas for improvement.
8. Confidentiality
All complaints will be handled confidentially, and information will only be shared with those directly involved in the investigation and resolution process.
9. Continuous Improvement
We are committed to continuous improvement and will use feedback from complaints to enhance our services and patient care.
10. Contact Us
If you have any questions or need further assistance, please contact us at:
Forma Vitae Plastic Surgery Pty Ltd
+61 3 8548 0370