Feedback and complaints
If something here was not right, we would rather hear it from you than not hear it at all.
Telling us
How to raise something
Most things are sorted out fastest by saying so at the time — to the doctor or nurse you are seeing, or to reception on your way out. If you would rather not, or it is not that kind of problem, ask for the practice manager.
- In person or by telephone Ask reception for the practice manager, or call 07 5578 2199.
- In writing Ask to speak to the practice manager, or leave your name and number and they will call you back.
- By post The Practice Manager, Hinterland Medical Centre, 5 Price Street, Nerang QLD 4211.
You can raise something on behalf of somebody else, and you can ask to remain anonymous — although that limits what can be looked into and means we cannot come back to you.
What happens next
How a complaint is handled
A complaint is acknowledged, recorded, and looked into by the practice manager, with the practitioner involved where that is appropriate. We will tell you what we found and what has changed as a result. Complaints are reviewed as part of the practice's quality improvement, which is one of the areas examined at accreditation.
Raising a concern does not affect the care you receive here. If you would prefer to see a different doctor afterwards, say so and reception will arrange it.
If we do not resolve it
Independent bodies
You do not have to come to us first, and you can go to any of these at any time.
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Office of the Health Ombudsman
Queensland’s independent health service complaints agency. They take complaints about a health service or a health practitioner.
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Office of the Australian Information Commissioner
For a complaint about how your personal or health information has been handled, if the practice has not resolved it.
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Ahpra
The national regulator, for a concern about a registered practitioner’s conduct, performance or health.