Practice Policies

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of medical staff. You may request access to your own medical information through our medical staff.

At Equilibrium Healthcare we are also continually engaging in Quality Improvement. Health Information held by the practice may be shared with our Primary Health Network to improve our healthcare services. This information will not include any data that can identify you. Please speak to our reception if you would like to opt out

Complaints

Patient satisfaction affects health outcomes and Equilibrium Healthcare acknowledges that patient complaints are important. Patients have a “right to complain” and benefit from having some way to voice their concerns.

We are keen to understand any dissatisfaction and take action to rectify or limit deficiencies in our services. Most complaints can be responded to and resolved at the time the patient (or relative, friend, other customer) makes them known to us.

If you do have a complaint or grievance, we do encourage you to directly bring it to our attention. If a satisfactory outcome is not achieved then the complaint can go directly to the Health Services Commissioner for action.

The public may also call the Office of the Health Services Commissioner at any time concerning a query or to report one. To obtain a complaint form, please speak to our Practice Manager or contact the Health Care Complaints Commission directly:

Phone: 02 9219 7444 Toll Free: 1800 043 159 http://www.hccc.nsw.gov.au/Complaints/Online-complaint- form/Default