Our Commitment to You
Best in Service Delivery
RTH is accredited by AGPAL, an independent organisation which provides assurance to our patients and clients about the quality and performance of our services. To meet accreditation standards we are reviewed every 3 years to ensure that we monitor and continually improve the services we provide including: education, practice management, rights and needs of patients and the physical facilities of our practice. All standards can be accessed at www.racgp.org.au
For more information see www.agpal.com.au
Running on Time
Priority is given to urgent cases. If you are unwell and your GP is unable to see you, we will attempt to fit you in with another GP. We will always do our best to accommodate you. All Allied Health Practitioners are committed to see you at your scheduled time as they are less affected by emergency appointments.
We endeavour to run on time, but are unable to predict when GPs will need to spend more time with a patient than originally allocated. You can assist us by booking an appropriate appointment length and being cautious about booking inflexible commitments after your appointment.
If you need to return for review please book ahead as you will find more flexibility than attempting to fit in ‘on the day'.
All practitioners are committed to giving you their full attention, which is why our policy is to transfer calls from patients to practitioners only in an emergency. We are happy to take a message and your practitioner will return your call as soon as possible. Please note this may take up to 24 hours.
Your medical record is a confidential document and we maintain security of your personal health information at all times. All Practitioners and staff at RTH are bound by a confidentiality agreement which ensures that all client information is confidential. If files are to be shared with other practitioners the client must agree.
We are bound by state and federal privacy laws and have clearly defined policies and procedures which ensure that your privacy is of our utmost concern.
We Welcome your Feedback
We are committed to providing a quality service and welcome your feedback. There will be a customer survey available at reception and on our website for you to provide us with ongoing feedback. Once a year we also run a survey managed by an outside organisation which provides us with feedback against a national standard of service. We recognise that even with the best intention and policies there may be times when you are unhappy with our service and we encourage you to speak directly to your practitioner or our Practice Manager with any suggestions or complaints you may have. There will be a form which you can record this feedback on available both online and at reception and RTH Management will ensure it is followed up. If you are still unhappy with the outcome you may contact the Health Services Complaint Commission at www.hccc.nsw.gov.au.