The first you may know of
a patient complaint is when you receive a letter from either AHPRA or a health
The letter will normally come with a copy of the
complaint (or “notification”) enclosed. The complaint may be made through a
formal notification or by letter, email or even a telephone call. A complaint
may be made by a patient, a hospital, a colleague or on referral from the
coroner following a coronial inquest.
At this early point in the process
it is important to ensure you:
- DO NOT contact the patient or
the person who has made the complaint. This could be interpreted as an attempt
to dissuade that person from complaining or to encourage them to withdraw their
complaint. Such a move could be considered inappropriate conduct.
NOT contact AHPRA or the complaints entity until you have sought advice from
Avant – if emotions are running high you could say something to the assessment
officer that may hinder resolution of the complaint.
- CALL AVANT
– it is safer to share your feelings with us, and to seek our advice on how best
to respond to the complaint.