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At Amity Health Centre, we treat complaints seriously and endeavour to respond promptly and fairly. Every complaint is an opportunity to look carefully at how we do things and to see if we can improve the way we provide health care. We aim to achieve a mutually satisfactory resolution and, where appropriate, take action to ensure the situation does not arise again. It is helpful if complaints are received as soon as possible after the event.

Will my future care be affected?

No. The complaints process is confidential. We do, however, require details so that we may investigate the matter fully.

How do I complain?

If you are unhappy about the service you have received, you may take your concerns directly to the person who provided that service. If you are still not satisfied or you do not feel able to talk to them about your concerns, you may talk to or write to the Complaints Officer, or use the online form.

What happens then?

The Complaints Officer will investigate the complaint, decide what actions need to be taken, and communicate with you on the best way to resolve the issue.

Where else can I take my complaint?

Everyone using a health or disability service has the protection of the Code of Health and Disability Consumers’ Rights and the Health Information Privacy Code. You may find it helpful to make use of the local independent Health and Disability Advocacy Service - they are trained to help people in your situation.

Tips for writing a complaints letter:
It's really helpful for us to know as much detail as possible about your concerns.

• What happened?
• Where did it happen? Date? Time?
• Did anyone witness what happened?
• What is the issue you have concerns about?
• Is there anything else that you want to tell us about?
• What do you want to happen as a result of raising this issue?
• Have you tried to resolve this issue in any other way? (e.g talking to the person concerned or obtaining a second medical opinion)
• If you are raising a concern on behalf of someone else, please give both your name and the patient's name and your relationship to the patient. Is the patient aware that you are complaining on their behalf?
• If someone is representing you (e.g solicitor, advocate) please let us know their name and contact details.

Thank you for providing this information to help us investigate your concerns or complaint.