Feedback and Complaint Policy – Psychology Practice

Description

Feedback and Complaint Policy

As a practicing psychologist, your primary obligation is to the wellbeing of your clients. The AHPRA Code of Conduct (the Code) clearly outlines a number of specific, non-negotiable duties when a client raises a concern, makes a complaint, or alleges harm. Specifically, Clauses 4.5 and 4.6 of the Code of Conduct sets out a number of specific obligations that can only be met through a clear policy available to clients of your practice. 

Our Feedback and Complaint Policy for Psychology Practice is designed to transform these obligations into a clear, actionable framework for your practice.

This policy directly addresses the requirements of the Code of Conduct, providing you with:

• A Clear Pathway for Client Concerns: The policy explicitly outlines a client’s right to raise concerns about conduct, health, or performance, fulfilling your duty to acknowledge this right.

• A Structured Two-Stage Process:

  1. An Informal Resolution Process that guides you on how to work with the client to resolve issues locally wherever possible.

  2. An Internal Investigation Process that ensures a fair, transparent, and documented response to more substantive complaints or allegations.

• Meet the Obligation to Inform: Provide the necessary information to your clients of available complaint systems.

• Specific Protocols for Instances of Harm: When a Practice concludes there has been harm, the policy sets out the specific obligations in accordance with the Code. 

Additionally, a detailed schedule sets out the complaint systems available to clients, as required by the Code.

More than just compliance, this policy is a tool for quality improvement and to actively manage the risk of a regulator complaint. It helps you identify when a concern might affect service delivery and guides the appropriate response, including considering a referrals out, where necessary. 

Invest in a policy that protects your practice, meets your compliance obligations, puts an actionable fraemwork in place and demonstrates your commitment to safety and effective practice..

What Is Included?

This Product is a digital download. Purchase provides access to:

• Single editable word document (.docx format), being a template Feedback and Complaint Policy for Psychology Practice.

How Do I Use it?

How Long Will I Have Access For?

GST