Our Commitment
Shoalhaven Family Medical Centre is committed to providing safe, ethical, and respectful healthcare to every patient. We aim to deliver services in a professional manner and uphold your rights in accordance with the Code of Conduct for General Health Services.
What You Can Expect From Us
Our patients and clients have the right to:
- Receive safe and ethical healthcare
- Have informed consent obtained before treatment
- Be protected from potential harm, including infection
- Have errors or concerns addressed promptly and appropriately
- Be treated with respect and dignity at all times
- Have their privacy and health information respected
- Receive honest and transparent communication
- Access information about their rights and how to make a complaint
We also ensure our team members:
- Do not mislead you about our qualifications or services
- Do not practice under the influence of drugs or alcohol
- Do not exploit patients financially or emotionally
- Do not discourage patients from seeking second opinions or care from other providers
How to Make a Complaint
If you have a concern or are dissatisfied with any aspect of your care:
- Start with us – We encourage you to speak directly to your practitioner or our clinic staff. Most concerns can be resolved quickly and informally.
- Escalate if needed – If you feel uncomfortable or if your concern isn’t resolved, you may ask to speak with our Practice Manager.
- External support – If you remain unsatisfied or believe the concern is serious, you may contact the Health Care Complaints Commission:
NSW Health Care Complaints Commission (HCCC)
1800 043 159
www.hccc.nsw.gov.au
Alternatively, if the issue involves health information handling, you may also contact the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.
Your Feedback Matters
We value your feedback. Compliments, concerns, or suggestions help us improve our services and ensure we continue to meet the needs of our community.
Sources:
- Victorian Health Complaints Commissioner – Code of Conduct for General Health Services
- Poster material: Updated Prison Poster