At Heatley Medical and Skin Care Centre, we value feedback from our patients and are committed to providing high-quality care and service. Your feedback helps us improve our practice and patient experience.
Providing Feedback or Making a Complaint
Patients are welcome to provide feedback, compliments, suggestions, or complaints regarding any aspect of our service.
Feedback or complaints can be submitted:
- By email to: admin@hmscc.com.au
- In writing addressed to the Practice Manager
- In person at reception
- Anonymously via the complaints box located at the reception desk
If you choose to remain anonymous, we may be unable to provide you with updates or advise you of the outcome of your complaint. Providing your name and contact details allows us to investigate the matter fully and communicate the resolution with you.
Our Complaints Handling Process
All complaints and feedback are treated respectfully, confidentially, and seriously.
Upon receiving your complaint or feedback:
- Your complaint will be reviewed by the Practice Manager or an appropriate senior staff member.
- We may contact you for further information if required.
- We aim to respond within 2–3 business days.
- Where appropriate, we will work with you to resolve the matter promptly and fairly.
- Complaints are documented and used as part of our continuous quality improvement process in accordance with RACGP Standards.
If You Are Not Satisfied
If your concerns are not resolved by the practice, you may contact the Office of the Health Ombudsman (OHO).
Office of the Health Ombudsman (Queensland)
Website: https://www.oho.qld.gov.au
Phone: 133 OHO (133 646)
Email: complaints@oho.qld.gov.au
The Office of the Health Ombudsman is an independent organisation that manages complaints about health services and health practitioners in Queensland.
Heatley Medical and Skin Care Centre is committed to continuous improvement and appreciates all patient feedback.
