Complaints & feedback.

1. Your right to raise a concern

Every patient has the right to raise a concern about any aspect of their care. You will not be disadvantaged in any way for doing so, and your right to receive future care from Dr Waly is not affected by raising a concern.

2. Step 1 — Raising it with the practice

In most cases the quickest resolution comes from raising the concern directly with the practice. You can do this by:

• Speaking with Dr Waly at the time of the issue, or at your next consultation.
• Asking reception at Rudloc Road Medical & Dental Centre to pass a written message to Dr Waly.
• Sending a written letter to the practice’s registered office: Draw Group Pty Ltd, Suite 413, 85 Whatley Crescent, Bayswater WA 6053.

3. Step 2 — A formal complaint to Dr Waly

If your concern is not resolved through everyday discussion, you may submit a formal written complaint. Please include:

• Your full name and contact details.
• The date(s) of the events you are concerned about.
• A clear description of what happened.
• What outcome or response you are seeking.

Dr Waly will acknowledge receipt within five (5) business days, investigate the matter, and provide a written response within twenty (20) business days. Where a matter is complex and a full response will take longer, you will be informed of the expected timeframe and the reason for the delay.

4. Step 3 — External avenues

You are entitled to raise your concern with an independent body at any time, including in parallel with the steps above. The bodies listed below are the standard external avenues for medical-care complaints in Western Australia:

Health and Disability Services Complaints Office (HaDSCO) — Western Australia

HaDSCO is the independent statutory body that resolves complaints relating to health and disability services in Western Australia.

• Website: www.hadsco.wa.gov.au
• Phone: (08) 6551 7600 or freecall 1800 813 583

Australian Health Practitioner Regulation Agency (AHPRA)

AHPRA, in conjunction with the Medical Board of Australia, manages notifications (concerns) about the conduct, health, or performance of registered medical practitioners.

• Website: www.ahpra.gov.au
• Phone: 1300 419 495

Office of the Australian Information Commissioner (OAIC) — privacy concerns

For concerns about how your personal or health information has been handled, contact the OAIC after first raising the matter with the practice (see the Privacy Policy).

• Website: www.oaic.gov.au
• Phone: 1300 363 992

5. Concerns about specific engagements

Dr Waly’s practice provides services across several engagements. Where your concern relates specifically to a venue or service, the relevant operator should also be made aware:

• Rudloc Road Medical & Dental Centre — for facility or reception-related matters at the Morley premises, the centre may also be contacted.
• Urgent care clinics — concerns about the clinic environment, billing, or non-clinical matters should be raised with the relevant clinic operator.
• Healthdirect (telehealth) — for concerns about the telehealth call itself, contact Healthdirect on 1800 022 222 or via www.healthdirect.gov.au.
• Residential aged-care facilities — concerns about care provided in an aged-care setting may also be raised with the facility, or with the Aged Care Quality and Safety Commission (1800 951 822, www.agedcarequality.gov.au).

6. Confidentiality and protection

Your complaint will be handled confidentially. Information will be shared only with those directly involved in investigating and responding to it. Raising a complaint does not affect your eligibility for care now or in the future.

7. Positive feedback

Compliments and constructive suggestions are also welcomed and shared with the practitioner. Please feel free to leave feedback with reception or via the contact page. Please note the practice does not publish patient testimonials in line with section 133 of the Health Practitioner Regulation National Law (which prohibits testimonials about regulated health services).