RDHM complaints management process

Dental Health Services Victoria (DHSV) is passionate about improving the oral health of all Victorians. As part of our commitment to provide excellent service, support and leadership, we encourage your feedback so that we can improve our service delivery.

Please read the information below on how we manage and resolve complaints at The Royal Dental Hospital of Melbourne (RDHM).

Who will manage my complaint?

Complaints are the responsibility of the department they relate to. Complaints received from patients who are dissatisfied with the service are forwarded to the relevant manager, who will work with you to resolve the issue.

How will my complaint be managed?

Complaint management and investigation will be conducted using a consistent approach. The staff and patient / consumer must be treated fairly and openly and free from any threat, victimisation and reprisal.

It is important to note that any information pertaining to the complaint is kept confidential and not documented in the patient record.

RDHM has a responsibility to be responsive and sensitive towards the rights, needs or complaints expressed by consumers (or someone on their behalf) and that the response is managed in a timely and sympathetic manner. RDHM will endeavour to resolve all complaints within 28 days.

In addition to resolving complaints, RDHM also view complaints as opportunities to review how we can improve our service.

How do I make a complaint?

The easiest way to submit your feedback is by completing the online feedback form. You can also email or post your complaint to us.

Email: contact our Safety & Quality team at: quality@dhsv.org.au and a member of the team will respond to you as soon as possible.

By post: Send to GPO Box 1273L, Melbourne VIC 3001 or complete one of our feedback forms available at the Hospital reception.

If you require assistance to complete the feedback form, please contact (03) 9341 1000.

What happens if I am unhappy about how my complaint was resolved?

If you are unhappy with the management or outcome of your complaint, you have the option to contact the Health Complaints Commissioner (HCC).

The HCC is an independent and impartial body that helps resolve complaints about health services in Victoria.

Health Complaints Commissioner
For information or complaints:

visit:
www.hcc.vic.gov.au

call:
1300 582 113 (9am - 5pm, Mon - Fri)

write:
Health Complaints Commissioner
Level 26 570 Bourke Street Melbourne. 3000
Victoria, Australia