Feedback Policy and Procedure

Purpose

SMA is committed to providing a quality product and excellent service to all our stakeholders.

While we strive to meet the high standards we set and expect of us we understand that sometimes things may not go as planned or people may not be happy with the way we have performed.

We understand that the only way we can improve and prevent future occurrences is to listen and respond to your complaints, compliments and comments.

Procedure

We value all feedback from all stakeholders, if you have a complaint, compliment or comments we want to be informed as soon as possible.

You can provide feedback by contacting us in the following ways.

·         Website ·         Through our feedback section under contact page.
·         Phone ·         1300 30 40 63
·         Email ·         info@statemedicalassistance.com.au
·         Writing ·         Po box 690, Mittagong NSW 2575

Compliments

As our goal is to deliver the very best in healthcare, we are confident that there will be times when we have exceed people’s expectations and they would like to share these positive experiences with us.

We pride ourselves on teamwork and acknowledging those that have performed above and beyond so we can provide your feedback to them.

Complaints

If we have not meet your expectations and you have a complaint we want to hear form you as soon as possible, we will:

  • Acknowledge your complaint within 2 working days
  • Investigate and respond as quickly as is reasonably practicable with the goal of responding within 5 working days.
  • If we are unable to respond within 5 working days, we will contact you to explain why and give you a time frame at which we aim to provide you with the response.
  • Part of our response will also provide you with what you can do if you are not satisfied with our response.

Comments and Suggestions

We also value comments and or suggestions about our services. As this can also provide ways for us in continual improvements across our organisation.

All feedback received is dealt within our privacy polices and kept in SMA’s feedback register. This system is reviewed monthly by our leadership team to ensure our continuous improvements.