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Feedback and Complaint Policy

Updated as of 15/03/2023

At our practice, we value our patients' and their families' or carers' right to provide feedback or express any concerns they may have about the care and services we provide. Our team is dedicated to offering exceptional service and we appreciate hearing positive feedback. If you have received outstanding assistance, please let us know so we can recognise the individual responsible.

However, if for any reason we have not met your expectations, we encourage you to address the issue with the parties involved. If the concern remains unresolved, please contact our Admin Team Leader at Reception or the Practice Manager, providing detailed information such as what went wrong, who was involved, and when it occurred, along with the resolution you are seeking. It is recommended to put this in writing to allow sufficient time for us to review and follow-up with our complaint resolution procedure.

To reach out, you can send an email to reception@mediscreen.com.au. We assure you that we will respond promptly to your request. We aim to address and respond feedback and complains within 30 days.

If you feel that your concern has not been appropriately addressed, or if you are dissatisfied with our response, you may contact the Health Complaints Commissioner by calling 1300 582 113 or visiting hcc.vic.gov.au to file a complaint.