Melbourne ENT Patient Feedback and Complaints Policy
At Melbourne ENT, we are committed to providing safe, compassionate, and high-quality care. Feedback from our patients and families – both positive and constructive – helps us continually improve our services and ensure the best possible outcomes.
Dr Stephen Kleid and Dr Simon Braham, together with our clinical and administrative teams, welcome your feedback and take all concerns seriously.
We Value Your Feedback
Your experience matters to us. We encourage patients, carers, and referrers to share:
- Compliments about your care or experience
- Suggestions for improvement
- Concerns or complaints about any aspect of our service
All feedback is treated respectfully, confidentially, and without prejudice to your ongoing care.
How to Provide Feedback
You can provide feedback at any time by:
- Speaking directly with your surgeon or a member of our team
- Contacting our practice via phone or email (see below)
- Submitting written feedback to the practice
If you feel comfortable, we encourage you to raise concerns as soon as possible so they can be addressed promptly.
Our Complaints Handling Process
If you wish to make a complaint, we follow a clear and fair process:
- Acknowledgement
We will acknowledge receipt of your complaint as soon as practicable. - Review and Investigation
Your complaint will be reviewed carefully and, where appropriate, investigated by the treating doctor or practice management. We may contact you to clarify details or gather further information. - Response
We aim to provide a clear and timely response, including an explanation of findings and any actions taken or proposed. - Resolution
Wherever possible, we will work with you to reach a fair and reasonable resolution.
Timeframes
We aim to resolve complaints promptly. More complex matters may require additional time, and we will keep you informed of progress where this occurs.
Privacy and Confidentiality
All feedback and complaints are handled in accordance with our privacy obligations. Information is only shared with those directly involved in reviewing and resolving the matter.
Raising a concern or complaint will not affect your access to care or the quality of treatment you receive.
If You Are Not Satisfied
If you feel your concern has not been adequately addressed, you may request further review within our practice. You also have the right to contact an external health complaints body for independent advice or assistance.
Health Complaints Commissioner (Victoria)
Phone: 1300 582 113
Website: www.hcc.vic.gov.au
AHPRA (Australian Health Practitioner Regulation Agency)
Website: www.ahpra.gov.au
Our Commitment
Melbourne ENT is committed to:
- Careful listening and respectful communication
- Fair, transparent, and timely complaint management
- Continuous improvement in patient care and safety
We appreciate you taking the time to share your experience and helping us maintain the highest standards of ENT care.
Please contact our practice managers by Email
- Dr Braham Practice Manager – info@drbraham.com.au
- Dr Kleid Practice Manager – office@stephenkleid.com
