POLICY
Complaints and Feedback Policy
Purpose
Drummond Dermatology welcomes feedback from patients, carers, referrers and other members of the healthcare community.
Feedback provides an opportunity to improve services, identify areas for quality improvement and recognise aspects of care that are working well.
The practice is committed to responding to concerns and complaints in a respectful, fair, timely and confidential manner.
Commitment to Quality Improvement
Drummond Dermatology is committed to:
- Providing high-quality specialist dermatological care
- Treating patients with courtesy and respect
- Listening to patient concerns
- Responding constructively to complaints
- Learning from feedback
- Using feedback to improve practice systems and patient experience
Patients will not be disadvantaged for raising concerns or making a complaint.
Providing Feedback
Patients are encouraged to provide feedback regarding any aspect of the practice, including:
- Clinical care
- Communication
- Administrative processes
- Appointment systems
- Fees and billing
- Accessibility
- Patient experience
Feedback may be provided:
- In person
- By telephone
- By email
- In writing
Positive feedback is also welcomed and assists the practice in identifying strengths and maintaining high standards of care.
Making a Complaint
If a patient is dissatisfied with any aspect of their care or interaction with the practice, they are encouraged to raise their concerns as soon as possible.
Complaints may be made:
- In writing
- By email
- By letter
- By telephone
- In person
Written complaints are preferred where the issues are complex or detailed.
Complaints should include:
- The patient’s name
- Contact details
- A description of the concern
- Relevant dates where applicable
- The outcome sought, if known
How Complaints Are Managed
As Drummond Dermatology is a solo specialist practice, complaints are managed directly by:
Dr Catherine Drummond
Practice Principal
Upon receiving a complaint, the practice will:
- Acknowledge receipt of the complaint.
- Review the issues raised.
- Consider relevant clinical and administrative records.
- Seek clarification if required.
- Provide a response within a reasonable timeframe.
Where appropriate, the practice may discuss the complaint directly with the patient in an effort to resolve concerns.
Timeframes
The practice aims to:
- Acknowledge complaints within five business days where a response is not immediately possible.
- Investigate complaints promptly.
- Provide a substantive response within 30 days where practicable.
Complex matters may require additional time.
If a delay is anticipated, the complainant will be informed.
Confidentiality
Complaints will be managed confidentially and in accordance with the Practice Privacy Policy.
Information relating to a complaint will only be disclosed where:
- Necessary to investigate the complaint
- Required by law
- Authorised by the patient
Records of complaints may be retained as part of the practice’s quality improvement activities.
Respectful Communication
The practice encourages open and respectful communication when concerns arise.
Patients have the right to express dissatisfaction and make complaints.
The practice also expects that complaints will be communicated respectfully.
Abusive, threatening or discriminatory behaviour towards staff or the practitioner will not be tolerated and may be managed in accordance with the Expected Behaviour Policy.
Continuous Improvement
Complaints and feedback are reviewed as part of the practice’s quality improvement processes.
The practice may use feedback to:
- Improve patient information
- Improve administrative systems
- Improve communication processes
- Review policies and procedures
- Enhance patient experience
Information used for quality improvement purposes will be de-identified wherever appropriate.
External Complaints Bodies
Patients who are dissatisfied with the outcome of a complaint, or who do not wish to raise concerns directly with the practice, may contact the appropriate external body.
Health Care Complaints Commission (NSW)
For concerns regarding healthcare services provided in New South Wales.
Australian Health Practitioner Regulation Agency (AHPRA)
For concerns regarding the professional conduct, performance or health of a registered health practitioner.
Office of the Australian Information Commissioner (OAIC)
For privacy-related complaints.
The practice encourages patients to first attempt to resolve concerns directly with Drummond Dermatology where appropriate.
Related Policies
Policy Information
Policy: Complaints & Feedback Policy
Version: 1.0
Effective Date: 1 June 2026
Review Date: 1 June 2028
Responsible Officer: Dr Catherine Drummond
Drummond Dermatology
Suite 16, Francis Chambers
40-42 Corinna St, Phillip ACT 2606
The best way to contact us is via email
Office Hours
Monday: Closed
Tuesdays and Thursdays: 9.00am – 4.00pm
Wednesdays: 9.00am – 3.00pm
Friday: 9.00am – 2.00pm
How to get here
Drummond Dermatology pays respect to all First Nations Australians on whose traditional lands we meet and work, and whose cultures are among the oldest continuing cultures in human history.