Feedback & Complaints

Leaving Feedback/Complaints

If you have a complaint or any other feedback (whether positive or negative, or a suggestion for improvements), we would appreciate hearing from you.

To lodge a complaint or give feedback, you can:

  • write to us at:

Justin Meyer, Practice Manager
Friendship Square Medical
89-91 Cavanagh Street
CHELTENHAM VIC 3192

Our receptionists are usually very busy dealing with patients checking in, taking payments and answering phone calls, amongst other tasks.

Therefore, we ask that you please only pass on brief feedback and complaints to our receptionists - longer matters are best dealt with via one of the above methods.

Complaints about your Doctor
(including fees)

The GPs at Friendship Square Medical are independent contractors. They each engage Friendship Square Medical to provide them with consulting space, reception and billing services, and access to nursing staff, medical equipment and consumables.

The GPs make their own decisions about the medical advice and treatment they provide to you, and they are responsible for setting the fees they charge you (except for fees for vaccines and fees for other medical consumables, nursing fees, and administrative fees, which are charged by the clinic).

The clinic, its owners/management, the nurses and the reception staff do not have any control over your doctor’s decisions regarding medical advice and treatment, nor fees.

If you have a complaint about your doctor (including the fees they have charged), please submit your complaint using one of the above methods listed above.

Your complaint will usually be passed on to your doctor to deal with, unless the complaint relates to a serious matter and escalation to the Practice Manager is necessary - examples include misconduct and matters of safety.

Generally, you will receive a reply to your complaint via an email passed on from your doctor within 10 days of submission.

If you are not satisfied with your doctor’s response to your complaint, you can ask for it to be escalated to the Practice Manager, Justin Meyer. However, for the reasons set out above, the Practice Manager may not be in a position to take further action (unless the complaint relates to a serious matter).

Compaints about the Clinic
(including our Nurses and Reception Staff)

Please submit complaints about our clinic using one of the above methods listed above. A complaint about the clinic includes any complaints concerning:

  • our premises;

  • our employees (ie. the nurses and receptionists);

  • our doctors, if the matter is serious (eg. misconduct or matters of safety);

  • our online booking system, phone system and other communication systems.

Upon receipt of a complaint we will examine the complaint and instigate internal procedures. We take all complaints seriously.

We will endeavour to respond to your complaint within 30 days of submission. We may need you to provide more details about the complaint in order to be able to respond properly.

If you are not satisfied

If you are not satisfied with our response to your complaint, you can contact the Victorian Health Complaints Commissioner.

Health Complaints Commissioner
Telephone: 1300 582 113
Web: https://hcc.vic.gov.au

Members of the public may make a notification to the Australian Health Practitioner Regulation Agency (AHPRA) about the conduct, health or performance of a practitioner or the health of a student.

Australian Health Practitioner Regulation Agency (AHPRA) Telephone: 1300 419 495
Postal Address: GPO Box 9958, Melbourne VIC 3001
Web: www.ahpra.gov.au

Refer to our Privacy Policy regarding complaints relating to a privacy matter.

Leave a Google review

We appreciate you leaving a Google review about our clinic - click here.

Note: if you have negative feedback, we’d appreciate being given the opportunity to respond to it before you leave a negative Google review.

If we believe a Google review is inaccurate, we will respond to the review publicly to give our side of the story.

Like us on Facebook

We regularly post updates about our Practice on our Facebook page, along with health tips and other useful information.

Click here to like us on Facebook and stay updated.