Patient Complaints Procedure for Ivanhoe Smiles
At Ivanhoe Smiles, we are committed to providing high-quality, personalised dental care and creating a welcoming environment for all our patients. We understand that concerns may arise from time to time, and we value your feedback as it helps us improve our services. This procedure ensures that all complaints are handled professionally, in a timely manner, and in compliance with Australian dental regulations and standards.
Step 1: Sharing Your Concern
If you have a complaint, we encourage you to raise it as soon as possible so that we can address it promptly. Complaints can be submitted in the following ways:
- In-person: Speak directly with our reception team or your treating dentist during your visit.
- By phone: Contact our practice at (03) 9459 1534
- In writing: Send an email to hello@ivanhoesmiles.com.au or a written letter to our practice at 204 Upper Heidelberg Rd, Ivanhoe VIC 3079.
When making a complaint, please provide as much detail as possible, including:
- The nature of the concern.
- The date and time of the appointment.
- Staff members involved (if applicable).
- Desired outcome or resolution.
Step 2: Acknowledging Your Complaint
Once we receive your complaint, we will acknowledge it within two business days. Rest assured, your concern will be handled confidentially and with respect.
Step 3: Investigating Your Complaint
Our Practice Manager or a senior team member will review your complaint thoroughly. This process may include:
- Reviewing your clinical records and any relevant documentation.
- Consulting with the staff members involved in the situation.
- Contacting you for additional information or clarification if necessary.
We aim to ensure a fair and impartial review of all complaints.
Step 4: Providing a Resolution
We strive to provide a clear, verbal or written response to your complaint within 14 business days. Our response will include:
- A detailed explanation of the situation.
- Findings from the investigation.
- Actions taken to address the issue or prevent future occurrences.
- Any remedies or follow-up options available to you.
If additional time is needed to complete the investigation, we will notify you of any delays and provide a revised timeline.
Step 5: Next Steps if Unsatisfied
If you are not satisfied with our response or the resolution, you may escalate your complaint to the following external regulatory bodies:
-
Dental Board of Australia: For complaints about professional conduct or practice standards.
-
Australian Health Practitioner Regulation Agency (AHPRA): For health service regulation concerns.
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Health Complaints Commissioner (HCC): For independent resolution of healthcare-related concerns in Victoria.
Our Commitment to You
At Ivanhoe Smiles, patient satisfaction is paramount. We take all complaints seriously and view each one as an opportunity to improve our services. Your feedback helps us refine our care, ensure effective communication, and uphold the highest standards of service.
Thank you for allowing us the opportunity to address your concerns. We remain dedicated to providing excellent dental care and building lasting relationships with each member of our community.
