Feedback and Complaints

We value your feedback. Whether you’ve had a great experience or something didn’t go as it should, we’d like to hear from you. Your feedback helps us improve the care we provide.

How to give feedback or make a complaint

• In person: speak to any of our staff, or ask to speak to a manager.
• By phone: call (02) 9170 4500 and ask to speak to our Operations Manager.
• By email: feedback@nsrnm.com.au
• At our practices: scan the QR code displayed in our waiting areas and change cubicles. You can choose to stay anonymous.
• Online reviews: you can also leave a review on Google.

If you need help putting your feedback in writing, our staff are happy to help.

What happens next

• We’ll acknowledge your complaint and let you know who is looking into it.
• We’ll review what happened, including speaking with the staff and doctors involved where needed.
• We’ll let you know the outcome and any changes we make as a result.
• Your complaint will be handled confidentially and fairly, and making a complaint will not affect the care you receive from us.

If you’re not satisfied

If you’re not satisfied with how we’ve handled your complaint, you can contact the NSW Health Care Complaints Commission (HCCC):

• Phone: 1800 043 159 (toll free) or (02) 9219 7444
• Online: www.hccc.nsw.gov.au