Psylution Worx provides high quality services. We will use all feedback, including complaints to evaluate and improve the services we offer. This policy sets out how you can make a complaint and have your concerns addressed.
- We will review this policy and our services regularly.
- You can access our complaints handling process through our staff.
FAIR AND REASONABLE TREATMENT
We resolve complaints fairly and efficiently. Anyone making a complaint will be treated fairly, with courtesy, consideration and respect.
We will maintain impartiality, confidentiality and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.
We recognise that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaints handling methods that help us resolve issues as quickly as possible.
If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.
We resolve complaints within 5 working days of receipt whenever possible. If a complaint takes longer than this to resolve, for example if it is a very sensitive or complex matter, we will let you know. We will tell you about the progress of your complaint as we work to resolve it.
ACCOUNTABILITY AND REPORTING
Our employees are aware of the service standards and procedures set out in this policy and the client service charter.
The Practice Manager and Director/Principal Psychologist will be given regular reports on complaints received.
Unless a complaint is a simple one which can be resolved the first time we are contacted we will fully document all complaints and maintain details of decisions and actions taken on an official file.
COMPLAINTS HANDLING PROCESS
RESOLVING THE MATTER
Complaints at this level usually involve simple misunderstandings or provide an opportunity for a grievance to be heard. They should be dealt with informally by your clinician.
REFERRAL TO THE PRACTICE MANAGER
If we can’t resolve your complaint at the first level the matter will be referred to the Practice Manager.
The role of the Practice Manager is to:
- help staff and people making a complaint in the complaints-handling process
- maintain a register of complaints received
- maintain and review our complaints-handling framework
The Practice Manager will tell our Director/Principal Psychologist of the receipt and outcome of formal complaints.
If referring a complaint to the Practice Manager would lead to a conflict of interest, the matter will be referred to the Director/Principal Psychologist, who may appoint another person to address the complaint.
If you are dissatisfied with our handling of a complaint, which is not a privacy complaint, at any stage you are entitled to pursue an external method of review.
Avenues of external review or complaints handling can include (but are not limited to):
- mediation and arbitration
- the Commonwealth Ombudsman
- Australian Psychological Society
- Australian Health Practitioner Regulation Agency (AHPRA)
While you are free to use these methods at any time, we strongly recommend you use our internal review before seeking independent assistance.
While we are committed to resolving complaints within 5 working days whenever possible, external reviews will have their own timeframes.
STEPS IN THE COMPLAINT HANDLING PROCESS
We will acknowledge your complaint and tell you the process we will follow, we will also give you the contact details of the person who will be handling your complaint.
We will determine the nature of your complaint and the best way to handle it.
INVESTIGATION (IF NEEDED)
Simple and straight forward complaints can often be resolved on first contact. If this isn’t possible and the complaint is referred to the Practice Manager, we will investigate to make sure that we have all the relevant information. This could include interviewing you and the staff member(s) involved and clearing up any misunderstandings or seeking any legal advice.
Once we have finished any investigation and made a decision or finding we will tell you what the outcome is and explain how it came about. We will also tell you what your options are to have our findings reviewed, or to pursue your complaint externally.
If we receive a complaint that highlights a systemic problem that we have, we will use the feedback we receive to review our policies and procedures and will make some changes if we think we can improve.