Consumer Feedback direct to the Provider

Feedback by consumers should be encouraged and 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.