Complaints and feedback
If something has not met your expectations, we want to know. Feedback is how we improve, and every patient has the right to raise a concern and have it handled fairly. This page explains how to reach us, what happens next, and the independent bodies you can contact if you would prefer, or if you are not satisfied with our response.
How to raise a concern with us
Phone
1300 336 572
hello@horizonhealthcarepartners.com.au
Contact form
Or through our contact page, whichever is easiest.
What helps us look into it
Please include your name, the best way to reach you, and a short description of what happened. If your concern relates to a specific consultation, the date and practitioner help us look into it quickly.
Contact our team
How we handle it
Acknowledgement
We aim to acknowledge your complaint promptly.
Review
We look into what happened fairly and confidentially.
Response
We come back to you with our findings and any steps we are taking.
Learning
Where we can do better, we make the change.
Raising a concern changes nothing about your care
We handle complaints with respect and without any effect on your ongoing care.
Independent bodies you can contact
You are always free to contact an independent body, at any stage. AHPRA handles concerns about a registered practitioner, on 1300 419 495 or at ahpra.gov.au. Your state or territory health complaints commissioner handles service complaints, for example the Health Ombudsman in Queensland, or the Health Care Complaints Commission in New South Wales. The Office of the Australian Information Commissioner handles privacy concerns, at oaic.gov.au.
