COMPLAINTS PROCEDURE

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Newus Clinic Complaints Procedure

Newus Clinic aims to provide a professional, respectful and high-quality service. We recognise that concerns can sometimes arise, and we welcome the opportunity to address them fairly and constructively.

If you are unhappy with any aspect of the service you have received, including appointments, administration, communication, billing or your clinical care, you are welcome to raise a complaint.

How to make a complaint

Please send your complaint in writing to:

Joyce McKenzie, Practice Manager
Email: admin@newusclinic.com

Please write “Private & Confidential – Complaint” in the subject line and include, where possible:

• your name;

• the nature of your concern;

• the relevant appointment date(s);

• what happened from your perspective; and

• what you would like us to consider or address.


If your complaint concerns the Practice Manager, it will be referred directly to Dr Denise A. Freeman, Clinic Director, for review.

If your complaint concerns Dr Denise A. Freeman, Clinic Director, the complaint will be coordinated by the Practice Manager and, where appropriate, may be reviewed by an independent suitably qualified professional who has not been involved in your care.

What happens next

We will:

• acknowledge your complaint within 3 working days;

• review the relevant records and correspondence;

• speak with the practitioner or member of staff involved where appropriate;

• consider the concerns raised fairly and objectively; and

• provide you with a written response, normally within 20 working days.


If further time is required because the matter is complex or additional information is needed, we will let you know and provide an update.

Where an administrative or billing error is identified, we will take appropriate steps to correct it.

Your care

Making a complaint will not result in you being treated adversely or unfairly.

Where clinically appropriate, you may continue with therapy while a complaint is being considered. In some circumstances, either you or your practitioner may feel that it would be preferable to pause or review the therapeutic relationship. Any such decision will be considered separately from the fact that a complaint has been made.

Confidentiality

Complaints are handled sensitively and information will only be shared with those who reasonably need it in order to investigate and respond to the concern.

Where your treatment is funded by an insurer, we may need to provide relevant information to that insurer if they contact us regarding your complaint or billing.

If you remain dissatisfied

If you are unhappy with our response, you may ask for the matter to be reviewed again by the Clinic Director.

You may also raise your concerns directly with your insurer where your treatment is insurance-funded.

Where your complaint relates to the professional conduct of a regulated healthcare practitioner, you may also have the option of contacting the practitioner’s relevant professional or regulatory body.

We encourage patients to raise concerns with us wherever possible so that we have an opportunity to understand what has happened and respond appropriately.

Newus Clinic
admin@newusclinic.com
www.newusclinic.com