KNOWLEDGE BASE
FORM
Patient Feedback and Complaint Form
Document No:
FORM-003
Version:
1.0
Approved by:
Management
Effective Date:
30/06/2026
Review Date:
30/06/2027
Purpose
The Patient Complaint Form is used to document complaints raised by patients, participants, family members, carers or other representatives regarding services provided by Bodyfocus Wellness Centre. Recording complaints supports timely review, appropriate resolution and continuous improvement, helping to maintain safe, high-quality and person-centred services.
Management is responsible for maintaining Patient Complaint Forms. Completed forms are stored within PracSuite and reviewed periodically, following significant complaints where appropriate, and as part of management review and continuous improvement activities. All employees are responsible for ensuring complaints are documented promptly using this form or reported to their manager for appropriate follow-up.
When is this form used?
This form should be completed whenever a patient, participant or their representative wishes to make a complaint regarding any aspect of Bodyfocus's services.
Complaints may relate to:
Clinical care or treatment
Customer service
Communication
Privacy or confidentiality
Professional conduct
Appointments or administration
Facilities or accessibility
Fees or billing
Any other aspect of service delivery
Where a complaint cannot be resolved immediately, or where the complainant requests that it be formally documented, a Patient Complaint Form should be completed.
Completing the Form
Patient Complaint Forms are completed directly within PracSuite.
Provide clear, factual information regarding the complaint, including:
The date the complaint was received
The person making the complaint
The nature of the complaint
Any immediate actions taken
The outcome sought, where known
Any follow-up actions or recommendations
Complaints should be recorded objectively and respectfully. Where appropriate, management will investigate the complaint, communicate the outcome to the complainant and implement any required corrective or improvement actions.