Complaints and feedback
If something has gone wrong, or could have gone better, the practice wants to know. Complaints are taken seriously, handled promptly and used to improve how things are done. Making a complaint will not affect your care.
Greenslopes Private Hospital, Brisbane
Watkins Medical Centre, Spring Hill, or telehealth
A current GP or specialist referral is needed
At a glance
Speak to the rooms, or write to the practice manager.
Within five business days.
Usually within 30 days; you will be told if it takes longer, and why.
Office of the Health Ombudsman (Queensland); AHPRA; OAIC for privacy.
How to raise a concern
Most concerns are resolved quickly by talking to the rooms. Where that is not enough, or where you would rather write, there is a formal process.
- Talk to the roomsCall (07) 3870 3708 and ask to speak to the practice manager, or raise it at your next appointment. Many concerns are misunderstandings that can be sorted out on the spot.
- Put it in writingWrite to the practice manager at Brisbane Brain Surgery, Watkins Medical Centre, Level 10, 225 Wickham Terrace, Spring Hill QLD 4000. Phone (07) 3870 3708, fax (07) 3236 9555. Say what happened, when, who was involved, and what you would like to see happen. You can ask a family member, carer or advocate to write on your behalf.
- What happens nextYour complaint is acknowledged within five business days. It is investigated by the practice manager and, where it concerns clinical care, by Dr Tollesson. You will be told what was found and what has been done, usually within 30 days. If it will take longer, you will be told why and kept informed.
- Your recordsComplaints are recorded separately from your clinical file and are kept confidential. They are reviewed periodically to identify anything that should change in how the practice works.
You will not be treated differently for making a complaint. If you would prefer to see another surgeon while a complaint is resolved, the rooms will help arrange it.
If you are not satisfied
You do not have to complain to the practice first, and you can go to an independent body at any time.
- Office of the Health OmbudsmanThe independent complaints body for health services in Queensland. Phone 133 646 or visit oho.qld.gov.au.
- AhpraThe Australian Health Practitioner Regulation Agency handles concerns about a practitioner’s conduct, health or performance. Phone 1300 419 495 or visit ahpra.gov.au.
- Office of the Australian Information CommissionerFor complaints about the handling of your personal information. Visit oaic.gov.au.
- The hospitalConcerns about your hospital stay can also be raised directly with Greenslopes Private Hospital or the Queensland Children’s Hospital through their own patient liaison services.
Compliments and suggestions
Feedback that is not a complaint is welcome too, and is passed on to the people concerned.
If a member of staff or a part of the process worked well for you, or if you have a suggestion for how something could be done better, tell the rooms by phone or in writing. Suggestions about this website, including accessibility and anything that was unclear or hard to find, are especially useful.
In keeping with the advertising rules for registered health practitioners, patient reviews and testimonials are not published on this website. Your feedback is used internally.
Emergencies
This process is for concerns after the event. If you have an urgent clinical problem, call the rooms during business hours, the hospital where you were treated after hours, or 000 in an emergency.
Dr Gert TollessonNeurosurgeon, Brisbane
Questions about this policy?
The rooms will answer them by phone during business hours, Monday to Friday, 8:30am to 4:30pm. Nothing in these policies limits your rights under Australian law.
Request a consultation
Send your details and the rooms will call you to arrange a time. Referrals are triaged as they arrive.
Monday to Friday, 8:30am to 4:30pm. No referral yet? The rooms will explain what to ask your GP for.
Related
Other policies and the practice contact details.