Feedback & Complaints
Your Feedback Matters
At Coogee Family Medical Centre, we are committed to providing high-quality, safe and respectful care.
We welcome your feedback, including suggestions, compliments, or complaints, as it helps us improve our services.
Providing Feedback
You can share your feedback in the following ways:
- Speak directly with our reception team or Practice Manager
- Submit feedback in writing at reception
- Contact us via phone or email
All feedback is treated confidentially and respectfully
If you are not satisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly.
Your complaint will be:
- Taken seriously and handled in a fair and transparent manner
- Reviewed by the Practice Manager or a senior staff member
- Responded to within a reasonable timeframe
We will aim to:
- Acknowledge your concern
- Investigate the issue
- Provide a clear response and, where appropriate, take action to improve our services
Our Commitment
We are committed to:
- Respecting your rights and dignity
- Maintaining your privacy and confidentiality
- Ensuring there is no impact on your ongoing care when you provide feedback or make a complaint
External Complaints
If you feel your concerns have not been resolved, you may contact the Health Care Complaints Commission (HCCC) in New South Wales:
- Phone: 1800 043 159
- Website: https://www.hccc.nsw.gov.au
The HCCC is an independent body that manages complaints about healthcare services.
Continuous Improvement
All feedback and complaints are used to support our quality improvement processes and enhance patient care.
Further Information
For more information about providing feedback or making a complaint, please speak with our reception team.