Patient Rights

What you can expect from Nurse Assist:

• Confidentiality of your personal and medical information
• To be treated with respect and dignity
• To have your religious, cultural and ethnic beliefs and practices respected
• That all staff caring for you are appropriately qualified and identified
• To be provided with information to enable you to make a complaint or provide commendations

Commendation & Complaints

We welcome your feedback. Your commendations and complaints enable us to improve the quality and range of services we provide. Should you wish to give feedback on the care you receive while being treated by us, or on any other issue regarding our organisation, please contact:

Sharon Young, Managing Director on 1300 803 317

You may prefer to contact us by mail or email:
Postal: PO Box 3547, Wheelers Hill, VIC, 3150
Email: syoung@nurse-assist.com.au

What happens to your feedback?

All complaints received are recorded. We contact you to acknowledge receipt of your feedback within seven working days. You will receive further written response once the matter has been investigated and resolved. In most instances, this process will take no longer than one month. We use the outcome of the investigation to improve our service delivery to patients.

Compliments and commendations are shared with the team and your feedback regarding our achievements is fed into our Quality Assurance system, enabling such practices to be disseminated throughout our organisation.

The Independent Complaints Organisation

It is always best to try and resolve your complaint with the organisation providing the service. If you are still unsatisfied after processing your complaint with Nurse Assist, you can make a complaint to the Health Services Commissioner or to the Office of the Federal Privacy Commissioner. These organisations will only investigate complaints relating to our company and the information we hold about you.