• Key Features of the HCSCC
• The HCSCC and Australian Health Practitioner Regulation Agency (AHPRA)
• Complaints direct to the provider
• What happens when a complaint is made to the HCSCC?
• Involvement of the Professional Registration Boards
• Helpful hints for handling complaints

Complaints direct to the provider

Complaints can be used to improve the quality of services. When a concern is raised with you, it is best to take the matter seriously and deal with it in a thorough and timely fashion.

The following may help you to resolve any concerns direct with your patient:

• Listen carefully and respond sensitively and promptly – avoid defensiveness. A frank, open discussion and and honest explanation of what occurred during treatment will often resolve the issue;
• Acknowledge the patient’s view and feelings even if you disagree or feel you have done nothing wrong;
• Remember apologising is not an admission of guilt;
• Acknowledge if improvements have been made as a result of receiving the complaint; and
• Advise the patient that the HCSCC may be able to assist if you are unable to resolve the matter.