Tell us — we want to know.
Every patient experience teaches us something. Whether it's a compliment, a concern, or an idea for how we could do better — we'd genuinely like to hear it. Choose whichever way feels easiest.
Path 01
Send us a message.
Use our online feedback form — takes about two minutes. Anonymous if you prefer.
Open the form ↓Path 02
Talk to Jennifer.
Speak directly with our Practice Manager. Most concerns are resolved in a single conversation.
Call 02 9680 9644 →Path 03
External pathways.
If you'd prefer to raise your concern with an independent body, the options are listed below.
See escalation paths ↓You will never be disadvantaged for giving feedback. Raising a concern — formally or informally — has no impact on the care you receive at Rosedale, ever.
What we want to hear.
We treat all three types of feedback equally. Compliments tell us what's working; complaints tell us what isn't; suggestions tell us what we haven't thought of yet. All three help us improve.
A compliment.
Something we did well — a staff member who went above and beyond, a moment that mattered, care that exceeded what you expected. We share compliments with the team; they fuel the work.
A concern.
Something we didn't handle well — a wait time that felt too long, a communication that landed wrong, a billing question that needs sorting. We want to know quickly so we can fix it.
A suggestion.
An idea that would make care better — a service we don't yet offer, a process that could be smoother, a small change you'd love to see. Many of our practice improvements start here.
Our promise to you.
When you give us feedback, this is what you can expect from us. These commitments apply regardless of whether your feedback is positive, critical, or anything in between.
Acknowledged
Within 5 business days of receipt. Even if we need more time to investigate, you'll hear back from us quickly.
Resolved
Within 30 days for straightforward matters. For complex concerns, we keep you updated on progress and timeline.
Investigated fairly
By our Practice Manager in the first instance. Where a complaint relates to a specific GP, that GP is informed and given the opportunity to respond.
No impact on your care
Raising a concern never affects the care you receive. This is a foundational commitment, not a soft promise.
Confidential
Feedback is handled discreetly. Where you've identified yourself, your details are visible only to those involved in resolving the matter.
Acted on
Where feedback identifies something we can improve, the improvement is documented and reviewed at our team meetings. Many of our best practice changes started as patient feedback.
Send us your feedback.
Two minutes is usually enough. Only one field is required — the message itself. Everything else is optional, and you can submit anonymously if you prefer.
External pathways.
We'd genuinely prefer to hear your feedback first, because most matters resolve fastest through direct conversation. But if you'd rather raise your concern independently — or you remain dissatisfied with our response — these external bodies exist specifically for that purpose.
Health Care Complaints Commission
NSW body for complaints about health services and clinical care. Independent statutory body.
1800 043 159 · hccc.nsw.gov.au
AHPRA
For complaints about an individual practitioner's registration, professional conduct, or fitness to practise.
1300 419 495 · ahpra.gov.au
Office of the Australian Information Commissioner
For complaints about privacy, handling of personal or health information under federal law.
1300 363 992 · oaic.gov.au
NSW Information and Privacy Commission
For NSW-specific health information privacy concerns.
1800 472 679 · ipc.nsw.gov.au
Raising a concern with any of these bodies does not affect the care you continue to receive at Rosedale. Our internal process and these external pathways are not in competition — many patients use both, and that's entirely appropriate.