How to make a complaint or provide feedback?

Geelong Day Surgery fosters an open and receptive culture to feedback and complaints; and is committed to collaborating with all personnel who provide services at the facility to ensure the fair, efficient and swift resolution of all complaints at all levels with the following principles:

• All complaints will be acknowledged and will be responded to in a timely manner.
• All complaints will be managed discreetly and in confidence; and will be investigated and resolved fairly.
• Geelong Day Surgery Staff will respect where a person wishes to make a complaint anonymously.
• Patients and their carers can complain formally or informally about any aspect of the care at Geelong Day Surgery without adverse outcome. Patients and their carers will not experience reprisals because of providing feedback or because a complaint has been made by them or on their behalf.
• The complaints resolution process and the person making a complaint will not be charged for the time or expense involved in managing the complaint.
• People making complaints will be provided with information about the outcome of their complaint.

Please do not hesitate to speak with any of our staff during your admission or provide feedback on our feedback forms or website.

Alternatively, please contact our Customer Experience and Complaints Resolution Officer via email: feedback@geelongdaysurgery.com.au or (03) 5222 1560.