Feedback

At Entelechy, we strive for best practice and endeavour to provide our clients with the best possible service. To this end, we encourage your comments and feedback to improve our systems and our service. If you are an existing client, please feel free to complete the client satisfaction survey to provide more detailed feedback and ideas to help us bring you a better experience at Entelechy.

Complaints

The complaints handling policy sets out how you can make a complaint and have your concerns addressed. We regularly review our services, policy and complaints collection, handling and resolution regularly and with all due care. You can access our complaints handling policy via your practitioner or Clinical Reception Staff. If you have a complaint about an administrative matter, the way your enquiry was handled or the clinical services provided you can do so writing to admin@entelechytherapy.com.au, call 0407 837787 to speak to the Principal Psychologist, or fill in the online complaints form.

Fair and Reasonable Treatment

We aim to investigate and resolve complaints fairly and efficiently. All those making a complaint will be treated fairly, with courtesy, consideration and respect. Most importantly, we will ensure we maintain impartiality, confidentiality and transparency when managing complaints. We will handle all records in accordance with the Privacy Act 1988.

Responsiveness

We recognise that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaints handling methods that help us resolve issues as quickly as possible.

If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.

Efficiency

We seek to resolve complaints within 30 days of receiving the complaint whenever possible. If a complaint takes longer than this to resolve, for example, if it is a very sensitive or complex matter, we will be transparent in our communication of the process and estimated timelines for resolution.

Accountability and Reporting

All Psychologists and Clinical Reception Staff are aware of the service standards and procedures set out in our practice management and policy manual and the Charter for Clients of APS Psychologists. The Practice Manager will regularly review complaints received and action taken to resolve the complaint. If the issue raised cannot be resolved when receiving the complaint, we will document the complaint from beginning to resolution, maintaining details regarding decisions and actions taken.

Complaint handling process

Acknowledgement

Your experience at our clinic is important to us. We will acknowledge your complaint and tell you the process to resolve it. We will also give you the contact details of the person handling your complaint.

Assessment

We will ask you to complete a complaints form or fill it out based on your reports. After you have completed the form, we will work out the nature of the complaint and the best way to resolve the issue.

Investigation if complain not able to be resolved informally

We can often resolve simple complaints on the first contact. If this isn’t possible and the complaint proceeds to the Practice Manager, we will investigate to ensure that we have all the relevant information. Relevant information could include interviewing you and the staff member(s) involved, clearing up any misunderstandings or seeking legal advice.

Response

We will inform you of the outcomes of any investigation once finished, let you know of the findings and decisions made and explain how we came to these conclusions. We will let you know what options are available to have the findings reviewed or pursue your complaint externally.

Improvement

Where complaints highlight systemic challenges of the clinic, we will use the information to review our policies and procedures and will endeavour to make some changes where possible and appropriate.

Complaints form

Please click on the link Complaints Form if you would like to complain, your feedback will enable us to resolve your issue and improve our services.

Steps you can take to make a complaint

Step One

Resolving the matter at the source

Addressing the issue directly with the individual with whom you have a complaint. Complaints at this level usually involve simple misunderstandings and can be dealt with directly. These will be dealt with informally by your Psychologist or Clinical Reception Staff.

Step two

Referral to the practice manager/senior clinician

If we can not resolve a complaint directly, we will refer the matter to the Practice Manager or the next most senior clinical member. If guiding a complaint to the Practice Manager would lead to a conflict of interest, we will refer the matter to the most senior staff member, who may appoint another person to address the complaint.

The role of the Practice Manager/Senior Clinician is to:

help staff and people making a complaint in the complaints-handling process
maintain a register of complaints received
maintain and review our complaints-handling framework
tell those involved of the receipt and outcome of formal complaints.

Step three

External review

If you are dissatisfied with our handling of a complaint, which is not a privacy complaint, at any stage, you are entitled to pursue an external method of review.

Avenues of an external review or complaints handling can include (but are not limited to):

mediation and arbitration
the Commonwealth Ombudsman
Australian Psychological Society
Australian Health Practitioner Regulation Agency (AHPRA)

While you are free to use these methods at any time, we strongly recommend you use our internal review before seeking independent assistance. While we are committed to resolving complaints within 30 days whenever possible, external reviews will have their own timeframes.

Complaints Form

Please complete the form below if you would like to lodge a complaint, your feedback will enable us to resolve your issue and continue to improve our services.

First Name*(Required)

First

Last Name*(Required)

First

Email Address*(Required)

Number of Consultations*(Required)

Name of Clinician*(Required)

First

Have you read our complaints handling process?

Yes

Did you discuss your concerns with your clinician?

Yes

If no, was there a specific reason?(Required)

Are you willing to discuss your concerns with your clinician if given Entelechy Therapy managerial support?

Yes

If no, how would you prefer your concerns be handled?(Required)

Name

This field is for validation purposes and should be left unchanged.