Patient’s Rights Policy
Introduction
At Zen Smies, we follow the Australian Charter of Healthcare Rights (ACHR) applies to the entire healthcare system, and it allows patients, consumers, families, carers and healthcare providers to have a common understanding of the rights of people receiving healthcare. The rights included in the ACHR relate to access, safety, respect, communication, participation, privacy and comment.
Patient Feedback Procedure for Zen Smiles
At Zen Smiles, we are committed to providing high-quality, personalised dental care and creating a welcoming environment for all our patients. We encourage our patients to provide feedback in pursuit to improve care. There is a complaint, and compliments register available at reception. Alternatively, feedback can be provided at https://zensmiles.com.au/patient-feedback/
We understand that concerns may arise from time to time, and we value your feedback as it helps us improve our services. This procedure ensures that all complaints are handled professionally, in a timely manner, and in compliance with Australian dental regulations and standards.
Step 1: Sharing Your Concern
If you have a complaint, we encourage you to raise it as soon as possible so that we can address it promptly. Complaints can be submitted in the following ways:
- In-person: we highly encourage to speak directly with our reception team or your treating dentist during your visit.
- By phone: Contact our practice at 0396622288
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In writing: Send an email to admin@zensmiles.com.au or a written letter to our practice at Zen Smiles, 20 Collins Street, Level 1, Melbourne 3000.
When making a complaint, please provide as much detail as possible, including: - The nature of the concern.
- The date and time of the appointment.
- Staff members involved (if applicable).
- Desired outcome or resolution.
Step 2: Acknowledging Your Complaint
Once we receive your complaint, we will acknowledge it within two business days. Rest assured, your concern will be handled confidentially and with respect.
Step 3: Investigating Your Complaint
Our Practice Manager or a senior team member will review your complaint thoroughly. This process may include:
- Reviewing your clinical records and any relevant documentation.
- Consulting with the staff members involved in the situation.
- Contacting you for additional information or clarification if necessary.
We aim to ensure a fair and impartial review of all complaints.
Step 4: Providing a Resolution
We strive to provide a clear, verbal or written response to your complaint within 14 business days. Our response will include:
- A detailed explanation of the situation.
- Findings from the investigation.
- Actions taken to address the issue or prevent future occurrences.
- Any remedies or follow-up options available to you.
If additional time is needed to complete the investigation, we will notify you of any delays and provide a revised timeline.
Step 5: Next Steps if Unsatisfied
If you are not satisfied with our response or the resolution, you may escalate your complaint to the external regulatory bodies. Our senior management will guide you through the process.
Our Commitment to You
At Zen Smiles, patient satisfaction is paramount. We take all complaints seriously and view each one as an opportunity to improve our services. Your feedback helps us refine our care, ensure effective communication, and uphold the highest standards of service.