WORKING WITH OUR PATIENTS AND THEIR FAMILIES
Waverley Endoscopy values the opinions of all patients who
attend our centre.
We encourage our patients and family members to ask
questions about their care and treatment. We ask our
patients or family members to be in involved in review of
our written patient information and development of services.
We welcome all feedback as it helps us know where we are
doing well and where we need to improve.
If you have any comments relating to your time with us,
please contact the centre on the address given
or alternatively fill out the feed back form.
There are feedback forms in the Waverley Endoscopy
Information Booklet in reception or these can be obtained by
asking any of the nursing staff. If you would like to
participate in our focus group please contact our Director
of Nursing on 9887-8698.
We would love to hear from you.
The aim of our complaints policy is that we should try to
turn a negative into a positive outcome. A positive attitude
towards consumers and commitment to resolution is based on
the premise that:
- A consumer has the right to complain and to have the
complaint handled without their care being adversely
- Complaints provide feedback to Waverley Endoscopy and the
services we provide.
- A complaint received gives Waverley Endoscopy the
opportunity to improve our services.
HOW MAY YOU COMPLAIN?
Our centre displays the names of staff to whom you should
There are three methods of complaining: verbal (face to
face, or telephone), written or by using the feedback form
obtained from the Centre.
WHAT HAPPENS WHEN YOU COMPLAIN?
All complaints will be acknowledged within twenty-four
hours. The complainant will also receive updates, either
verbally or in writing until an agreed outcome is reached.
We investigate all complaints made to or about our centre.
Compliments are also a means of informing Waverley Endoscopy
about the services we provide.
Compliments also inform us about the areas in which our
service excels, and ensure that we continue to work to
maintain or improve our standards.