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Feedback and Complaints Policy and Procedures

This policy aims to inform: employees, contractors, volunteers, and all clients including; children and young people, and their families, working and seeking support through Adelaide Hills Health, of the procedures for making and handling feedback and complaints.

How to give feedback or make a complaint

Feedback and complaints can be submitted by:

  • Calling the practice on:                                          0435 186 136

  • Emailing the practice at:                                        Admin@ahhealth.com.au

  • Submitting a message via the website:           www.ahhealth.com.au/contact-us

  • Feedback and complaints can also be made in person, however it is encouraged that a written summary is also provided for documentation purposes.

 

Note* Anonymous feedback can be provided by submitting a message through the website and leaving the Firstname and Lastname sections blank.


 

Responding to Feedback and Complaints

  1. Any immediate risk of harm will be addressed promptly by informing police. 

  2. Feedback will be considered against mandatory reporting guidelines and a report will be made where guidelines indicate it is necessary. 

  3. All feedback and complaints will be acknowledged in writing within five business days of their submission. 

  4. Feedback and complaints will be evaluated by multiple Adelaide Hills Health staff members. 

  5. Where possible, and where requested, individuals about which a complaint has been made will be minimally involved in the decision making process of how a complaint is resolved.

  6. All positive feedback will be evaluated for what elements led to the positive result and processes and practices will be adjusted to increase this in the future. 

  7. All complaints will be evaluated for:
    a) The level of harm caused to the complainant or others.
    b) If any compensation or refund is necessary.
    c) How this harm could be reasonably avoided in the future including but not limited to: changes to company practices, provision of additional training for employees, or finding an alternate health professional for the impacted client.

  8. Summary and outcomes of the evaluation process will be documented and communicated in writing to the individual who provided the feedback or complaint. Where possible, this should be finalised within 28 days of the initial feedback or complaint submission.

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