Contact

Feedback & Complaints

We Value Your Feedback

At Kew City Medical Centre, we value your feedback and appreciate you taking the time to share your experience with us.

Your feedback helps us understand what we are doing well and identify ways we can continue to improve the care and services we provide to our patients and community.

If you have a suggestion, compliment, concern or complaint, we encourage you to let us know. You can:

• Speak with a member of our staff or one of the independent practitioners.
• Complete a Patient Feedback Form available in our waiting room
• Contact us by email, mail or telephone.

We welcome feedback about our services, facilities, communication and policies, as well as what we are doing well.

We are committed to listening to our patients and using your feedback to continually improve the quality and experience of care.

Complaints

Working to Improve Our Service

we are committed to providing high-quality care and continually improving our services. However, we understand that there may be times when your experience does not meet your expectations.

If you are unhappy with any aspect of our service or the management of your care by a doctor or staff member, we encourage you to let us know. Your concerns are important to us and provide an opportunity for us to review and improve our services.

You can make a complaint by contacting us using any of the feedback options outlined above.

Our Feedback and Complaints Policy is available on request from reception or can be provided by email or hardcopy.

What Happens With Your Complaint?

We will acknowledge and review your complaint in accordance with our complaints policy.
If you provide your contact details, we may contact you to discuss your concerns, obtain any further information we may need, and advise you of the outcome and any actions we intend to take.
We aim to handle all complaints respectfully, fairly and confidentially.

If You Remain Dissatisfied

If you are not satisfied with our response or how your complaint has been handled, you can contact the Health Complaints Commissioner (HCC).

The HCC is an independent organisation that handles complaints about health services and the handling of health information in Victoria. Its service is free, confidential and impartial.

You can contact the HCC by:

• Completing a complaint form online.
• Calling 1300 582 113 during business hours to discuss your complaint.

Our clinic is easily accessible via public transport. You can take tram route 48 to Stop 34 (Pakington St) or bus 609, also getting off at Pakington St. We are located between Laurent Bakery and Salvos. Additionally, tram route 109 stops nearby—get off at either Stop 34 or Stop 35, and enjoy a short walk to our clinic.