We welcome feedback about your experience with The Feel Good Clinic, including when something has not gone as expected.
You do not need to make a formal complaint or use particular language. If something has concerned, disappointed or upset you, you can tell us and we will take it seriously.
Important: Making a complaint will not disadvantage you or affect the care you receive. You can also contact an external complaints body at any time and do not need to complete our internal complaints process first.
How to give feedback or make a complaint
You can contact us in whichever way is easiest for you:
- Email support@thefeelgoodclinic.com;
- Call +61 2 9212 5541;
- Use the contact form on our website; or
- Speak directly with a member of our team.
Note: You do not need to make a formal complaint, use particular language or complete a separate complaints form. Simply tell us what has happened and what you would like us to understand or address.
If you would prefer someone else to contact us on your behalf, such as a family member, carer, advocate or support person, they can also raise a concern with us. We may need your consent before we can discuss confidential information about your care with them.
Tip: You can provide feedback or make a complaint anonymously. We will still consider it, although being unable to contact you may limit our ability to clarify what happened, investigate some aspects of the concern or let you know the outcome.
What happens when you make a complaint
We will usually acknowledge your complaint within two business days.
We will listen to your concerns, consider what outcome you are hoping for, and review the information needed to understand what happened.
Depending on the issue, this may involve speaking with relevant team members or practitioners, reviewing records or communications, and seeking clinical or other specialist advice.
We will keep you informed if the complaint cannot be resolved quickly.
Note: There is no single resolution timeframe for every complaint. Some concerns can be resolved almost immediately, while more complex matters may require additional information, clinical review or specialist advice and take longer to resolve properly.
How we try to resolve concerns
Wherever possible, we aim to resolve concerns fairly, respectfully and directly with you.
Depending on what has happened, this might involve:
- Providing an explanation or clarification;
- Acknowledging your experience or concern;
- Apologising where appropriate;
- Correcting an error;
- Reviewing a decision or fee;
- Arranging another practitioner or service;
- Changing a clinic process; or
- Taking other appropriate action.
For example: Sometimes a concern can be resolved with a straightforward explanation, apology or correction. Other complaints may require a more detailed review or changes to the way a service is provided. The response will depend on what has happened and what is reasonably appropriate in the circumstances.
Sometimes we may not be able to provide the outcome you request. If this happens, we will explain our decision as clearly as we reasonably can.
We cannot disclose another person's confidential clinical, employment or personal information as part of responding to a complaint.
Your ongoing care
Important: Your care must not be negatively affected because you have raised a concern or made a complaint.
If a complaint has affected your relationship with your practitioner, we can discuss whether another practitioner, a second opinion or a different care arrangement may be more appropriate for you.
Any decisions about your ongoing care will be based on your needs and appropriate clinical considerations, not on the fact that you complained.
If you are unhappy with the outcome
If you are dissatisfied with our response, you can ask us to review the matter again. Where reasonably possible, this will be considered by an appropriately senior person who was not responsible for the original decision.
Note: An internal review is optional. You are not required to ask us to review the complaint again before contacting an external complaints body.
External complaint options
You have the right to seek independent advice or make a complaint outside the clinic at any time.
In NSW, the Health Care Complaints Commission (HCCC) accepts complaints about health services, registered health practitioners and non-registered health practitioners.
Concerns about a registered health practitioner can also be raised through AHPRA.
Complaints about registered psychologists in NSW may also involve the Psychology Council of NSW.
If your concern relates specifically to how your personal or health information has been handled, additional privacy complaint pathways may also be available.
Help making a complaint
Tip: Please tell us if there is something we can reasonably do to make the complaints process easier for you. This might include communicating in a different way, involving a support person or advocate, using an interpreter, or providing information in a more accessible format.
If you are unsure how to raise a concern, contact us at support@thefeelgoodclinic.com or +61 2 9212 5541 and we can help.