Complaints & Feedback

Current as of: 9th April 2025

At Ladywood Clinic, we are committed to providing the highest level of care and service to our patients. However, we understand that there may be times when our patients are not completely satisfied with their experience. If you have a complaint, concern, or feedback, we encourage you to let us know so we can resolve the issue and continue to improve our services.

How to Submit a Complaint

We take all complaints seriously and aim to resolve them as quickly and effectively as possible. If you would like to make a complaint, please follow these steps:

1. Contact the Practice Directly

If you feel comfortable, we encourage you to discuss the matter directly with us. You can speak with your GP, practice manager, or another member of the team about your concerns.

  • Phone: 08 82636521
  • Email: [email protected]
  • In Person: 184 Ladywood Road Modbury Heights SA 5092

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

2. Formal Written Complaint

If you would like to make a formal complaint, you can submit a written complaint either via email or by mail. Your complaint should include:A clear description of the issueDetails of the incident (date, time, people involved, etc.)Any steps you’ve already taken to address the matterYour preferred resolution or outcome

  • A clear description of the issue
  • Details of the incident (date,time,people involved,ect)
  • Any steps you’ve already taken to address the matter
  • Your preferred resolution or outcome
  • Send your formal written complaint to: Ladywood Clinic, 184 Ladywood Road, Modbury Heights, SA 5092

Our Complaints Handling Process

  • Acknowledgment: We will acknowledge receipt of your complaint within 7 business days and inform you of the process we will follow to resolve the issue.
  • Investigation We will review your complaint in a thorough and impartial manner. This may involve speaking to relevant staff members or reviewing patient records.
  • Response Once we have investigated the complaint, we will provide you with a clear and transparent response, outlining any findings and actions taken. We aim to resolve complaints within 7 business days of receiving them.
  • Ongoing Support If you are not satisfied with our response, we can discuss alternative solutions and ensure you are supported through the process.

Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.

External Resolution Options

If you are not satisfied with the outcome of your complaint, you can escalate the issue to an external body for independent resolution.

Health Care Complaints Commission (HCCC)

If you feel that your complaint has not been resolved satisfactorily or requires further investigation, you can contact the Health and Community Services Complaints Commissioner in South Australia https://www.hcscc.sa.gov.au/ Phone: 1800 232 007 Email: [email protected]

We encourage you to let us know how we can improve and continue to provide you with the best care possible. Your feedback is invaluable to us.

Feedback and Suggestions

If you have any feedback or suggestions on how we can improve our services, please don’t hesitate to reach out. We are always looking for ways to enhance our care and patient experience.