Purpose
We understand that healthcare is a personal and sensitive matter. We make every effort to provide a clear, personalised plan for every patient. This includes addressing your aims in a way that is specific to each patient. In some circumstances, this involves recommending surgery, other times we may recommend a non-surgical treatment or perhaps just close observation. Just as each patient is different, outcomes may also vary between patients.
Every patient has the right to voice their concerns and be heard. Our Complaints Policy has been designed to ensure that any concerns are handled fairly, respectfully, and efficiently. We commit to taking every complaint seriously, treating all parties involved with dignity and respect.
Lodging a Complaint
You are encouraged to firstly discuss any surgical concerns with your surgeon. If your complaint is not related to surgery, please direct it to the practice manager. Most issues can be resolved quickly and effectively through honest and direct communication.
If the matter remains unresolved or requires a formal investigation, you may submit a written complaint to the Practice. Please include your name, contact details, and a clear description of the issue.
Practice contact phone/email/address:
For patients at Horizon Plastic Surgery (Essendon Fields & Sunbury): (03) 8560 2999/ enquiries@horizonplasticsurgery.com
For patients at Eastern Plastic Surgery (Frankston, Box Hill & Kew): (03) 9890 2800/ contact@easternplasticsurgery.com
Escalation
If you are not satisfied with the response of your surgeon or practice, you may escalate your complaint to:
Victorian Health Care Complaints Commission Health Complaints Commissioner (phone:1300 582 113) and/or Australian Health Practitioner Regulation Agency (AHPRA) Australian Health Practitioner Regulation Agency (AHPRA) (phone: 1300 419 495).
Confidentiality
All complaints will be treated with confidentiality and in accordance with the Australian Privacy Principles. Personal information will only be used for the purpose of investigating and resolving the complaint.