At Hunter Primary Care our focus is on you.
We believe everyone has the right to provide feedback about our services and actions. Feedback can play an important role in helping us review our services to ensure that we continue to deliver services that meet your needs. This includes positive feedback and compliments about the things we have done well; but we also understand that sometimes things can go wrong and you may be disappointed. In this case, it is important that we identify, investigate and address the cause and issues that arise.
Hunter Primary Care is committed to ensuring that we provide patients and clients, family members, friends or carers and external stakeholders with readily accessible feedback methods.
How to give feedback or make a complaint
You can provide feedback or make a complaint in several ways:
- Complete our online feedback form
- Send an email to: firstname.lastname@example.org
- Call the relevant staff member or their manager on (02) 4925 2259 or via their direct number
- Provide written feedback by post to:
Hunter Primary Care
PO Box 572
Newcastle NSW 2300
- Fax written feedback to (02) 4925 2268
- Set up a face-to-face meeting the staff member or manager of the relevant Hunter Primary Care service at one of our offices
The following services can help you make a call to us:
- If English is not your primary language:
- Translating and Interpreter Service (TIS) 131 450
- If you are deaf, have a hearing impairment or speech impairment, via the National Relay Service:
What happens once feedback is provided?
Upon receiving feedback, Hunter Primary Care will acknowledge this within 5 days, either verbally or in writing.
If you have made a complaint, we will explain our complaints management process and the person responsible. We do our best to resolve complaints in 35 days. If we are unable to resolve an issue within 35 days, we will contact you to explain why.
Our Feedback Policy provides more detail about how Hunter Primary Care will receive, capture and respond to feedback (including complaints).
Seeking independent advice?
If you have a complaint that you feel has not been satisfactorily resolved, you can escalate this to one of the authorities listed below:
- NSW Health Care Complaints Commission
- Make a complaint online at https://ecomplaints.hccc.nsw.gov.au
- Email email@example.com
- Telephone (02) 9219 7444
- Call Toll Free in NSW 1800 043 159
- Fax (02) 9281 4585
- Address Level 13, 323 Castlereagh Street (corner of Hay St) Sydney NSW 2000 (Monday to Friday 9am to 5pm)
- Post to Locked Mail Bag 18 Strawberry Hills NSW 2012
- NSW Ombudsman
- Make a complaint online at https://www.ombo.nsw.gov.au/complaints/making-a-complaint
- Email firstname.lastname@example.org
- Telephone (02) 9286 1000
- Call Toll Free 1800 451 524
- Fax (02) 9283 2911
- Address Level 24, 580 George Street Sydney NSW 2000 (Monday to Friday 9am to 4pm)
If you have a disability, or if you are providing feedback on behalf of a person with disability, and you would like independent advice or support with providing feedback, you can also contact: