We are continually looking at how we can improve both clinical and non clinical aspects of patient care. Receiving feedback from patients (negative or positive) is an important mechanism to assist our practice in identifying areas that are working well or may require improvement.
We take patients complaints very seriously. If a patient has not been happy with a service provided (either clinical or non clinical) we would encourage patients to make a formal complaint. All complaints are investigated and patients will receive a response from the Practice Manager either verbally or in writing where appropriate.
We would encourage patients to register their complaints so appropriate action can be taken.
There are a number of options available to provide feedback or register a complaint including:
- Email – firstname.lastname@example.org
- Post – P.O. BOX 1314, Bowral NSW 2576
- By phone or in person – Ask for the Practice Manager
- Patient Feedback Forms – Available at the reception counter
If you would prefer to make a formal complaint, you can contact the Health Care Complaints Commission:
Personal Health Information
The provision of quality health care requires a doctor patient relationship to be based on trust and confidentiality. Consistent with our commitment to quality care BSMP has policies in place to protect patient privacy and comply with relevant privacy legislation.
For further information please contact our Reception Coordinator or Practice Manager.
Privacy Note for Patients
Your Personal Health Information and your Medical Record may be collected, used and disclosed for the following reasons:
- For communicating relevant information with other treating doctors, specialists or allied health professionals.
- For follow up reminder / recall notices via mail or telephone.
- For National / State or Territory registers (eg. Immunisation data).
- For State / Territory reminder systems, (eg. Cervical screening – reminders or familiar cancer registries).
- Accounting / Medicare / Health Insurance procedures.
- Quality Assurance activities such as accreditation.
For disease notification as required by law (eg. Infectious diseases).
- For use by all doctors and nurses in this group practice when consulting with you.
- For legal related disclosure as required by a court of law, (eg. Subpoena, court order, suspected child abuse).
- For research purposes (de-identified, meaning you are not able to be identified from the information given).
Our staff are bound by strict confidentiality requirements as a condition of their employment with regards to your medical records.
If you have any concerns or wish to restrict access to your personal health information please discuss these with your doctor or receptionist. This practice adheres to principles of the RACGP Handbook for the Management of Health Information in Private Medical Practice and has a written policy, which is available to all patients for inspection.