Complaint Handling Policy
Late Arrival Policy
Patients are allocated a specific appointment time and duration of consultation. We encourage patients to arrive 10 minutes early to their first appointment so that they can complete patient registration forms prior to their consultation (see Your Initial Consultation).
While we will endeavour to accommodate patients who arrive late to their appointment, the duration of your consultation will be reduced by the amount of time that you were late for your appointment. You may be asked to return at a later time or on another day. Your consultation fee will still apply.
Missed Appointment Policy
We require 24 hours notice by phone if you will not be able to attend your scheduled appointment. Appointments that are cancelled or rescheduled with less than 24 hours notice will attract a full consultation fee.
Zero Tolerance of Aggression Policy
Melbourne Hand Surgery has zero tolerance towards either verbal or physical aggression. Any patient who is deemed to be aggressive will be asked to leave the premises and will be removed from our patient list.