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PATIENT INFORMATION RESOURCE

Feedback, Complaints & Suggestions

We value patient feedback and use it to improve the quality and safety of our services.

You can provide:

  • Compliments 

  • Suggestions 

  • Feedback about your experience 

  • Concerns or complaints about our services 

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How to Provide Feedback

Create a button to submit Feedback to the Practice.

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How We Manage Feedback

Our clinic:

  • Reviews patient feedback regularly 

  • Responds respectfully and appropriately 

  • Uses feedback to support continuous quality improvement 

  • Maintains patient confidentiality during the process 

  • Where appropriate, concerns are investigated and outcomes communicated.

If You Are Not Satisfied

If your concern cannot be resolved directly with the practice, you may contact the relevant healthcare complaints organisation.

For practices in NSW:

Health Care Complaints Commission (NSW)

 

Help Us Improve

We may periodically invite patients to complete patient experience surveys to help improve:

  • Access to appointments 

  • Communication 

  • Patient experience 

  • Safety and quality of care 

  • Website usability 

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Privacy & Confidentiality

Your personal health information is managed in accordance with Australian privacy requirements and the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs). OPlus Health Grafton is committed to protecting your privacy and maintaining the confidentiality and security of your health information.

 

For more information about how personal information is collected, used and protected, please refer to our Privacy Policy.

 

Reference:

Office of the Australian Information Commissioner (OAIC). Australian Privacy Principles Guidelines and Privacy Act 1988 (Cth).

Emergencies

If you are experiencing a medical emergency, please call 000 immediately and request an ambulance.

Examples of medical emergencies may include:

  • Severe chest pain

  • Difficulty breathing or shortness of breath

  • Severe bleeding

  • Collapse or loss of consciousness

  • Signs of stroke (face drooping, arm weakness, speech difficulty)

  • Severe allergic reaction (anaphylaxis)

  • Serious injury

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OPlus Health Grafton is not an emergency service. If your condition is urgent and you are unsure what to do, please call 000 or present to the Grafton Base Hospital. 

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Interpreter Services

If you require an interpreter for your appointment, please contact the clinic 24-48 hours prior to your appointment.

 

Reference List: 

TIS National (Translating and Interpreting Service): Provides 24/7 access to over 160 spoken and signed languages. If your doctor is a private practitioner, they can book this for free using their TIS client code.

  • Immediate Phone Interpreting: 131 450

  • Official Website: Visit the TIS National Official Website

 

NSW Health Care Interpreting Services (HCIS): Delivers free face-to-face and phone interpreters for the public health system, including local public hospitals. Grafton is covered by the Hunter New England LHD.

Direct Phone: (02) 4924 6285

After-Hours Urgent Phone: (02) 4921 3000

Official Website: Visit the NSW Health Care Interpreting Services Directory or the local Hunter New England Interpreter Booking Page.

 

NABS (Auslan & Sign Language)

National Auslan Interpreter Booking Service (NABS): For the Deaf or hard of hearing, NABS provides free, accredited Auslan interpreters for doctor appointments.

Direct Phone: 1800 246 945

SMS Only: 0409 143 980 or 0427 671 261

After Hours Emergency (NSW): 0412 422 059 (Call or SMS)

Official Website: Visit the NABS Information Page via Deaf Connect.

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