Patient Information

Patient Feedback & Complaints

Your feedback helps us improve. Whether it is a compliment, a suggestion, or a concern, we take every response seriously and use it to support high-quality care for our patients.

How to share feedback

We welcome feedback through any of the following channels:

In person: speak with your GP, nurse, or our Practice Manager at reception
By phone: call us on (07) 3397 4151 during opening hours
In writing: post or deliver a written letter to our practice address
Online: use the contact form on our website

Feedback can be provided anonymously. Please note that anonymous feedback limits our ability to follow up with you directly.

Our complaints process

If you have a concern or complaint, we encourage you to follow these steps:

Speak with us directly

In the first instance, please raise your concern with the treating doctor or a member of our team. Many issues can be resolved quickly through direct conversation. If you are not comfortable speaking with the treating doctor, please ask to speak with our Practice Manager.
Submit a formal complaint

If your concern is not resolved informally, you may submit a formal written complaint to our Practice Manager at:

Practice Manager
Coorparoo Clinic
332 Old Cleveland Road
Coorparoo QLD 4151

We will acknowledge your complaint within five business days and aim to provide a full response within 30 days. We will keep your information confidential and handle your complaint in a fair, transparent and timely manner.
Escalate to an independent body

If you remain dissatisfied after our internal process, you have the right to escalate your complaint to an independent external body (see below).

External complaints and escalation bodies

You do not need to complete our internal complaints process before contacting an external body — you may contact them at any time.

Office of the Health Ombudsman (OHO)

The OHO handles complaints about health service providers in Queensland, including concerns about the quality, safety or appropriateness of health care.

Website: oho.qld.gov.au
Phone: 133 646
Post: PO Box 13281, George Street, Brisbane QLD 4003

Australian Health Practitioner Regulation Agency (AHPRA)

AHPRA manages the registration and accreditation of health practitioners across Australia. You may contact AHPRA if you have concerns about a registered health practitioner's conduct, health, or performance.

Website: ahpra.gov.au/Notifications
Phone: 1300 419 495
Post: GPO Box 9958, in your capital city

Office of the Australian Information Commissioner (OAIC)

If your complaint relates to the handling of your personal or health information (a privacy matter), you may contact the OAIC after raising the issue with us first.

Website: oaic.gov.au/privacy/privacy-complaints
Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001

Your rights as a patient

As a patient of Coorparoo Clinic, you have the right to:

Be treated with courtesy and respect
Be involved in decisions about your care
Receive safe and appropriate treatment from qualified practitioners
Have your privacy and confidentiality protected
Provide feedback or make a complaint without fear of affecting your care
Have your complaint handled fairly, confidentially and without delay

For more information about your rights, visit the Queensland Health — Patient Rights page.

This information is general in nature and does not replace personal medical advice. Please book an appointment to discuss your individual circumstances.