At OPlus Health, we value patient feedback and are committed to providing safe, respectful and high-quality care. If you have concerns about any aspect of your experience, we encourage you to tell us so we can work towards a resolution.

 

Step 1 – Speak With Us
If possible, raise your concern directly with a member of our team at the time of your visit or contact our Practice Manager.

Ways to provide feedback or make a complaint:
• Speak with reception staff
• Request to speak with the Practice Manager
• Email: manager@oplushealthgrafton.com.au
• Phone: 02 6642 4664
• Complete our website feedback form

• Submit written feedback at reception

Please include:
• Your name and contact details (unless anonymous)
• Date of visit
• Brief description of your concern
• Desired outcome (if known)

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Step 2 – Review and Investigation
• We aim to acknowledge complaints within 2 business days
• Complaints are reviewed confidentially and fairly
• Relevant team members may be consulted
• We aim to provide a response within 14–30 business days where possible

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Step 3 – Outcome and Resolution
We will:
• Explain findings where appropriate
• Discuss actions taken
• Identify opportunities for service improvement
• Maintain patient privacy and confidentiality throughout the process

Making a complaint will not affect your access to care or future treatment.

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If You Are Not Satisfied With Our Response

• Health Care Complaints Commission (NSW)

• Phone: 1800 043 159

• Website: https://www.hccc.nsw.gov.au

• Australian Health Practitioner Regulation Agency (AHPRA)
  Website: https://www.ahpra.gov.au/Notifications.aspx

 

Continuous Improvement
Patient feedback and complaints are reviewed to support ongoing quality improvement and compliance with accreditation standards.