Patient Rights Policy
Patient Rights & Responsibilities
Appointments
We aim to provide appointment times that suit your treatment needs.
- Please attend your scheduled appointment or notify us if you need to reschedule
- We may send reminders via phone, SMS, email, or post
- A minimum of 24 hours’ notice is required for cancellations
- Deposits may be required for longer appointments or repeated missed visits
If your preferred time is unavailable, we will offer alternative options to assist you.
After-hours care:
For urgent dental advice outside of business hours, contact healthdirect on 1800 022 222
Safety
- We provide care in a secure and supportive environment
- Patients must provide accurate medical and medication history
- Any concerns raised will be addressed promptly
Open Disclosure
If an adverse event occurs, we follow a transparent and supportive process:
- Immediate action is taken where possible
- Clear explanation of what occurred and potential outcomes
- Support provided to the patient
- A plan developed for ongoing care if required
- Information provided on how to raise a concern
Respect
We treat every patient with respect and dignity.
- We respect your culture, beliefs, and personal values
- We ask that patients show the same respect to our team and other patients
Communication & Decision Making
- You will receive information about your treatment options, risks, and benefits
- Costs and proposed treatments will be explained clearly
- You are encouraged to ask questions and be involved in your care
Informed Consent
Your consent is essential before treatment.
- Initial examinations are considered implied consent
- All further treatment requires informed consent
- You will be informed about procedures, risks, benefits, and alternatives
- You will have time to ask questions and make decisions
Consent may be verbal or written depending on the procedure.
Privacy
We are committed to protecting your personal information in accordance with the Privacy Act 1988.
- Your information is used only for your care and related services
- Records are stored securely and kept confidential
- Information may be shared with other healthcare providers where necessary for treatment
- You have the right to access your records
Requests for records:
- Must be made in writing
- Acknowledged within 48 hours
- Processed within 30 days where possible
- Identification may be required
Complaints & Feedback
Your feedback helps us improve our care.
We encourage both positive and negative feedback.
If you wish to make a complaint:
- Submit via our contact form or speak with our team
- We aim to respond within 1 business day
- All concerns are handled respectfully and confidentially
Complaints may be classified as:
- Enquiries – simple concerns resolved with explanation
- Notifications – incidents with potential to escalate
- Complaints/Claims – formal issues requiring investigation
You may also raise concerns with external bodies such as the Dental Board if preferred.
Complaints Handling Process
- All complaints are recorded and reviewed
- We aim for resolution at the earliest possible stage
- Complex matters may be escalated for further review
- Continuous improvement is part of our commitment to patient care
Your Rights as a Patient
As a patient, you have the right to:
- Access safe and high-quality care
- Be treated with respect and dignity
- Receive clear and understandable information
- Be involved in decisions about your treatment
- Have your privacy protected
- Provide feedback or make a complaint
Get in Touch
If you have any questions about your care or your rights, our friendly team is here to help.
manager@fernyhillsdental.com.au
Ferny Hills Dental Shop 6/126 Ferny Way, Ferny Hills, QLD 4055, Australia
Book your appointment today and take the next step towards a healthier smile.