Complaints & Feedback Procedure
At Sana Remedial Massage Cronulla, we welcome feedback about your experience.
We want clients to feel comfortable raising a question, concern or complaint. Feedback helps us identify where communication, treatment procedures or clinic systems can be improved.
You will be treated respectfully if you raise a concern or make a complaint.
How can I provide feedback or make a complaint?
You can contact Sana Remedial Massage Cronulla directly using the contact details provided on our website.
You may provide feedback or make a complaint about any aspect of your experience, including:
- your consultation or assessment
- your treatment or treatment plan
- communication with your practitioner
- consent or treatment preferences
- treatment pressure or comfort
- privacy or clinical records
- hygiene or infection-control concerns
- clinic facilities
- our Clinic Dog Policy
- booking or administration
- any other aspect of the service you received
You may tell us what happened, what concerns you and what you would like us to consider or address.
What happens when I make a complaint?
We will take your concern seriously and aim to manage it respectfully, fairly and confidentially.
Where appropriate, we will:
- 1Acknowledge your complaint or feedback.
- 2Listen to and review the concerns you have raised.
- 3Review relevant information, which may include your clinical record, booking information, practitioner documentation or applicable clinic policies.
- 4Give the practitioner involved an opportunity to provide relevant information where appropriate.
- 5Consider whether any immediate action is required to protect client safety or wellbeing.
- 6Respond to the issues raised and explain the outcome where appropriate.
- 7Identify whether changes can reasonably be made to improve our services, communication or procedures.
More complex concerns may require additional time to review. If this occurs, we will aim to keep you appropriately informed.
Will I be treated differently for making a complaint?
No.
You are entitled to raise concerns about your care or experience.
Making a complaint or providing negative feedback will not result in you being treated disrespectfully or unfairly.
We welcome constructive feedback and use it as an opportunity to review and improve our services.
What if I felt uncomfortable during my treatment?
Please tell your therapist whenever possible.
You can ask questions, request lighter or firmer pressure, ask for a technique to be changed, decline treatment of a particular area, request additional draping or ask for the treatment to stop.
Consent is ongoing throughout your appointment and can be changed or withdrawn at any time.
If you only become concerned after leaving the clinic, you are still welcome to contact us.
What if my concern involves my practitioner?
You may still raise the concern with Sana Remedial Massage Cronulla.
Your complaint will be considered respectfully and objectively.
Where appropriate, the practitioner will review the clinical documentation and provide information about their recollection and clinical reasoning.
Where the available information differs, this will be considered fairly rather than assuming that either account should automatically be disregarded.
Apology and open communication
Where something has not gone as expected, we believe in communicating openly and respectfully.
Where appropriate, this may include acknowledging what occurred, recognising the impact or potential impact on the client, providing an explanation, offering a sincere apology and explaining what we have done or will do in response.
An apology does not prevent us from accurately explaining circumstances where recollections or clinical records differ.
Our aim is to listen, communicate respectfully and identify opportunities for improvement.
Privacy and confidentiality
Complaints and feedback will be handled with appropriate regard for your privacy and confidentiality.
Information will only be accessed, used or disclosed where appropriate for reviewing and responding to the matter or where otherwise required or permitted by law.
Please see our Privacy Policy for further information.
Using complaints to improve our clinic
Feedback and complaints may be used to identify opportunities to improve:
- client communication
- informed and ongoing consent
- assessments and treatment planning
- clinical documentation
- privacy
- infection control and hygiene
- linen management
- practitioner procedures
- clinic policies
- website information
- booking processes
- the overall client experience
Where an improvement is identified, Sana may update its procedures, staff/practitioner guidance, client information or website.
Can I make a complaint outside Sana?
Yes.
You are not required to use Sana's internal complaints process before seeking information or making a complaint to an appropriate external body.
For concerns about health services or health practitioners in New South Wales, you may contact the NSW Health Care Complaints Commission (HCCC).
Clients may also seek independent advice or contact another appropriate organisation where relevant to their concern.
Contact Sana
If you would like to provide feedback, raise a concern or make a complaint, please contact Sana Remedial Massage Cronulla.
You are welcome to tell us what happened, what concerns you and what outcome you are seeking.
We will listen and take your concerns seriously.