Patient Feedback and Complaints Policy

Affinity Family Medical – Effective Date: June 2026

1. Our Commitment to You

Affinity Family Medical is committed to providing high-quality care and an excellent patient experience. We recognise that sometimes things may not go as planned. Your feedback, both positive and negative, is invaluable as it helps us review and improve our services, processes, and patient care.

We assure you that lodging a complaint will not negatively affect your care or your access to our services. All feedback is treated with the utmost confidentiality and respect.

2. How to Provide Feedback or Make a Complaint

We encourage you to use our internal process first, as this is often the most direct and quickest way to resolve an issue.

Immediate or Informal Feedback

If your concern is minor or urgent, you may first try to resolve it by speaking with the staff member concerned or the duty receptionist.

Formal Complaint (The Preferred Method)

For formal complaints or complex issues, please submit your feedback in writing. This allows us to investigate your concerns thoroughly and document the process accurately.

Method	Details
Email (Preferred)	Please email your feedback or complaint directly to the Business Manager i.e. business@affinitymedical.com.au
Email Address:	business@affinitymedical.com.au
Written Letter	You may also address a letter to the Practice Manager and seal it for confidential delivery.
Address:	20/230 Shute Harbour Road, Cannonvale QLD 4804

When submitting your complaint, please include the following key details:

Your full name and preferred contact details (phone and email).
The date and time the event or issue occurred.
The name of the staff member or doctor involved (if known).
A clear description of the concern or complaint.
What you would like Affinity Family Medical to do to resolve the issue.

3. Our Internal Complaints Process

We follow a structured process to ensure all complaints are handled fairly and efficiently, meeting the requirements of the RACGP Standards:

Acknowledgement: You will receive a written (usually email) acknowledgement of your complaint from the Practice Manager within three (3) business days of receiving it.
Investigation: The Practice Manager will conduct a thorough, confidential investigation. This may involve speaking with relevant staff members, reviewing records, and consulting with the relevant GP.
Response: We aim to provide a formal, written response outlining the findings, any actions taken, and the resolution within 21 working days of receiving your complaint. If the investigation requires more time, we will notify you and explain the delay.
Action and Review: All complaints and feedback are logged and reviewed regularly by the practice team to identify trends and implement quality improvement measures to prevent recurrence.

4. External Complaint Options (QLD)

If you are not satisfied with the outcome or the way your complaint was handled by Affinity Family Medical, you have the right to contact the appropriate external body for an independent review.