Hello Home Doctor Service encourages feedback

Hello Home Doctor Service encourages feedback and welcomes suggestions for improvement.

At Hello Home Doctor Service, we are committed to delivering care that is safe, respectful, inclusive, and of the highest clinical standard.

We encourage all patients to take an active role in their healthcare and to share their experiences with us.  As a patient, you have the right to:

• Be treated with dignity, respect, and without discrimination.
• Access safe, evidence-based, and culturally responsive care.
• Be involved in decisions about your treatment and care plan.
• Provide feedback or raise concerns without fear of negative consequences.

Whether it’s a suggestion, compliment, or concern, we welcome you to contact us at info@hhds.com.au.  Alternatively, please complete the form below:-

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Please Use The Form Below:

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Health Complaints Contacts by State and Territory:

Unresolved concerns?  If you feel your concern has not been resolved satisfactorily, you may contact the health complaints authority in your state or territory for independent review or assistance:

QLD | Office of the Health Ombudsman (OHO)
133 646 | www.oho.qld.gov.au
NSW | Health Care Complaints Commission (HCCC)
(02) 9219 7444 |www.hccc.nsw.gov.au
VIC | Health Complaints Commissioner (HCC)
1300 582 113 | www.hcc.vic.gov.au
SA | Health and Community Services Complaints Commissioner (HCSCC)
1800 232 007 |www.hcscc.sa.gov.au
TAS | Health Complaints Commissioner (Ombudsman Tasmania)
1800 001 170 |www.healthcomplaints.tas.gov.au

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Open Disclosure:

Hello Home Doctor Service adheres to the Australian Open Disclosure Framework, ensuring transparency and honesty in healthcare delivery.  In the rare event that something goes wrong, our team will:

• Communicate openly with you about what occurred
• Provide an explanation and apology where appropriate
• Support you through the process
• Implement measures to prevent future incidents

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Our Continuous Improvement Journey:

Hello Home Doctor Service would like to thank all patients who recently completed our Service Feedback Survey.  Your feedback is essential in supporting our continuous quality improvement program, helping us review, monitor, and enhance the way we deliver after-hours medical care.  Overall, the results were positive and provided valuable suggestions for improvement.  We’re pleased to share several changes implemented as a direct result of your feedback.

Areas of Improvement

1. Booking Confirmation Process
We have reviewed and enhanced our process for confirming patient bookings, ensuring clear communication and verification at the time of booking. This improvement supports accuracy, safety, and patient confidence in our service.

2. Staffing During Peak Times
To minimise wait times, additional staff have been rostered during high-demand periods. While unexpected surges can occasionally occur, we appreciate your patience as our team works hard to assist all patients as quickly as possible.

3. Enhanced Digital Experience
We are updating our Hello Home Doctor Service App to provide a smoother, more reliable, and user-friendly experience.  This upgrade will make it easier for patients to request visits, track bookings, and access information about our service.

We are always delighted to receive compliments and will do our best to address your concerns.  The results of these surveys assist us provide the best possible service to you.

We value every piece of feedback, positive or constructive, as it helps us measure performance, identify improvement opportunities, and strengthen our systems in line with RACGP Standards for Quality and Safety.  Your input continues to guide our Quality Improvement Plan, ensuring that we provide safe, accessible, and high-quality after-hours healthcare to all our patients and communities.

Thank you for being part of our improvement journey.