PhysKids is committed to providing safe, respectful and high-quality paediatric physiotherapy services to children, young people and their families.

We welcome feedback about our services and take complaints seriously. Complaints help us identify where we can improve our care, communication and processes.

Our commitment

You have the right to raise a concern or make a complaint about any aspect of your experience with PhysKids.

Making a complaint will not negatively affect your child’s care or your access to our services.

We aim to manage complaints:

• respectfully and sensitively

• fairly and impartially

• as promptly as reasonably possible

• confidentially and with appropriate regard for privacy

• in a way that considers the needs of the child, young person and family.

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What can I make a complaint about?

You can provide feedback or make a complaint about any aspect of our services, including:

• the care or treatment provided

• communication with you or your child

• the behaviour or conduct of a team member

• appointments, bookings or administration

• privacy or confidentiality

• accessibility or your experience at our clinic

• any other aspect of your experience with PhysKids.

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How to make a complaint

You can raise a concern with a PhysKids team member at any time.

Complaints can also be made to:

3/28 Lower Portrush Road

Marden

(08) 82656780

enquiries@physkids.com.au

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Please provide as much relevant information as you feel comfortable sharing, including what happened, when it occurred and how you would like the matter to be addressed.

What happens after you make a complaint?

When we receive a complaint, we will:

1. acknowledge your complaint

2. listen to and document your concerns

3. review the circumstances and, where necessary, speak with the people involved

4. consider what action may be appropriate

5. communicate the outcome with you

6. identify whether any changes can be made to improve our services or prevent the issue from occurring again.

More complex complaints may take additional time to investigate. If this occurs, we will keep you informed about the progress of your complaint.

Confidentiality

Complaints will be handled as confidentially as reasonably possible.

Information will only be shared with people who need it to understand, investigate or respond to the complaint, or where disclosure is required or authorised by law.

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