Pure Visage Patient Feedback & Complaints Policy
Purpose
We understand that healthcare is a personal and sensitive matter. Every patient has the right to
voice their concerns and be heard. Our Complaints Policy has been designed to ensure that any
concerns are handled fairly, respectfully, and efficiently. We commit to taking every complaint
seriously, treating all parties involved with dignity and respect.
Giving Feedback and Lodging a Complaint
You are encouraged to discuss any surgical concerns with your surgeon. If your complaint is not
related to surgery, please direct it to the practice manager.
Most issues can be resolved effectively through direct communication.
If the matter remains unresolved or requires a formal investigation, you may submit a written
complaint to the Practice. Please include your name, contact details, and a clear description of the
issue.
Practice contact details – Please contact the Practice with your Feedback/Complaint
Attention: Pure Visage Practice Manager (or Your Surgeons name)
Suite 17, Level 2, 13 Digitaria Drive,
Gledswood Hills, NSW 2557
Phone – 02 8310 4576
Email – [email protected]
Escalation of Your Complaint
If you are NOT satisfied with the response of your surgeon or the practice, you may escalate your complaint to the State or Territory Health Care Complaints Commission and/or Australian Health Practitioner Regulation Agency (AHPRA).
NSW Health Care Complaints Commission
Phone 1800 043 159
Phone (02) 9879 2200
Australian Health Practitioner Regulation Agency (AHPRA)
Phone 1300 419 495
Confidentiality
All complaints will be treated with confidentiality and in accordance with the Australian Privacy
Principles. Personal information will only be used for the purpose of investigating and resolving the issue.
