Complaints and Suggestions
If you have a complaint or suggestion about our practice, we encourage you to let us know. We would prefer that you let us know in writing either addressing your letter to your doctor or our Practice Manager Karryn.
Our doctors are all individual contractors who manage their own complaints or it will be directed to one of our directors.
If we cannot assist with resolving a complaint, you can contact the Office of the Health Ombudsman: phone 133 646
Facebook and Social Media
We only use our website to communicate practice information to our patients. Although we do have a Facebook page it is not monitored or used to communicate with the public. Please do not contact us through social media.
Google Reviews and Online Reviews
We have a strict policy to not answer or respond to Google and Online Reviews as we are bound by confidentiality and cannot make comments about patients or respond to criticism in public.
Despite online reviews becoming a modern day tool for customers, medical practices are unfairly disadvantaged as we cannot respond online to defend ourselves against negative experiences due to privacy laws.
Like all businesses we are open to feedback and eager to manage negative experiences but we encourage our patients to do this in a constructive way.
Although we understand the consumer's right to post online reviews, it is our practice policy that any negative Google or online review will mean that we must ask the patient and their dependents to not attend our practice in the future. Good medical care relies upon mutual respect for a good doctor patient rapport and leaving negative reviews damages the doctor patient rapport for future interactions.
If you have a complaint we encourage you to take it up with our manager so we can manage it in a constructive way.
Since COVID we have had an increase in abusive and demanding behaviour from some patients. Abusive behaviour towards our doctors and staff is not tolerated and any patient engaging in abusive behaviour will be asked to leave our practice.
Privacy and Confidentiality
Your record remains confidential even from family members, and is only accessible by our staff and only for the purposes of your medical care.
Please be aware that we often receive requests to divulge patient information for insurance reasons, Workcover reports, and legal reasons such as car accident compensation claims. These are accessed by the respective companies when you sign certain documents allowing these companies to contact us for information.
Unfortunately patients aren't always aware that they have signed for the release of information when dealing with these companies. We ask you to be aware of what you are signing and contact us if you have any concerns about information being handed over these companies.
Newmarket Family Doctors is a teaching practice so occasionally there may be a medical student sitting in with your consultation. We will inform you ahead of your consultation and you have the right to decline to have a student sitting in.