At West Cessnock Medical Practice, we take complaints very seriously. We encourage our patients to provide feedback, and we have established a straightforward process for submitting complaints.

How to Make a Complaint
Complaints must be made in writing to the Practice Manager. You can submit your complaint in the following ways:

• Complaints Box: Located in the waiting room.
• Email: Send your complaint to manager@westcessnockmedicalpractice.com.au.
• Postal Mail: Hand your complaint to the Practice Manager or post it to 100 Wollombi Road, Cessnock NSW 2325.

Complaint Review Process
Once a complaint is received, the Practice Manager will review it within 14 business days.

Following this review, the Practice Manager will reach out to the complainant to arrange a meeting—either via phone or in person—to discuss the issue and work towards a mutual resolution. This meeting will take place within 30 days of the complaint being lodged. Depending on the nature of the complaint, the Practice Director may also be present.

If a Resolution Cannot Be Reached
If the complainant is dissatisfied with the outcome of the meeting and a mutual resolution cannot be achieved, the Practice Manager will consult with our medical defence organisation for further guidance.

Should the complainant remain dissatisfied after this process, they will be advised to contact the:

Health Care Complaints Commission
Phone: 1800 043 159
Website: www.hccc.nsw.gov.au

Commitment to Improvement
We are committed to resolving complaints effectively and ensuring that patient care is not adversely affected. We appreciate your feedback, which helps us improve our services.