Gladstone Women’s Health is committed to continuous improvement of its services. Client feedback and complaints will be received and managed in a confidential, fair, and timely manner. All feedback and complaints can be given anonymously if you prefer.
Feedback
Feedback can be provided in writing, in person, over the phone, by email, or by downloading and completing our Feedback Form or completing the Feedback Form online. Suggestions are reviewed by management and considered on their merit. Most suggestions result in improvements to our services and operations, but there are times where there are factors, sometime beyond our control, that prevent us from acting upon them. If we cannot act upon your suggestion and you have provided us with your contact details, we will notify you of the outcome and the reason(s) for our decisions. All feedback will be reviewed in a timely manner, as well as being tabled quarterly at GWH’s Management Committee Meeting.
Complaints
We treat complaints seriously. We encourage you to first make contact with our CEO, Manager or any of our staff to discuss your concerns, and if you wish to make a formal complaint, please do so by completing our Complaints Form Online or Complaints Form Download Version.
The print version of the Client Complaints Form can be lodged in person or mail to The CEO, Gladstone Women’s Heath Centre, 65 Central Lane, Gladstone Q4680, or by email to email hidden; JavaScript is required
Once we have your complaint form, we will contact you within five working days to arrange a formal interview by a mode that suits you - in person, by phone or via video conferencing. You are welcome to have a support person with you during this interview.
We will notify you within 14 days of our complaint interview of the outcome of our findings and any prosed resolutions to your complaint.
If you are not happy with the response you receive, you can speak to the Manager or CEO. If you are then still not satisfied with our response, you may opt to contact the Department of Justice and Attorney -General by phone on 13 74 68, email email hidden; JavaScript is required or the Queensland Ombudsman on phone (07) 3005 7000 or toll free on 1800 068 908 or visit www.ombudsman.qld.gov.au to make an online request.
Anonymous complaints will be reviewed and dealt with in accordance with our Client Complaints Policy but no follow up will be provided, as we will not have your contact details.