Our commitment to patient care
At Dr Scott J Turner’s clinics in Woollahra and Manly, we aim to provide careful, professional care. Healthcare is personal, and every patient has the right to raise concerns and be heard.
This policy sets out how concerns are managed. Complaints are handled fairly, respectfully and confidentially, and raising one will not affect the care you receive.
How to provide feedback or make a complaint
We encourage you to discuss any concern about your care directly with Dr Turner or a member of the team. Open discussion often resolves matters quickly.
If your concern is not resolved that way, you may submit a written complaint. Please include your name and contact details, a clear description of your concern, any relevant dates, and the outcome you are seeking.
Attn: Practice Manager
Dr Scott J Turner, Specialist Plastic Surgeon
Eastern Suburbs: 39 Grosvenor Street, Woollahra NSW 2025
Northern Beaches: Suite 504, Level 5, 39 East Esplanade, Manly NSW 2095
Email: [email protected]
Phone: 1300 437 758
Our complaints process
Acknowledgement. We will acknowledge your complaint within two business days.
Investigation. Your complaint will be reviewed objectively by our practice manager.
Communication. We may contact you for further information.
Resolution. We aim to resolve complaints within 30 days and will keep you informed of progress.
Outcome. Once resolved, we will confirm the outcome in writing, or invite you to discuss it in person if that would be more useful.
All complaints are documented and handled confidentially in accordance with the Australian Privacy Principles. Your personal information will be used only to investigate and resolve your complaint.
External complaint bodies
You may contact any of these organisations at any time. You do not need to complete our internal process first.
NSW Health Care Complaints Commission
1800 043 159 · hccc.nsw.gov.au
Medical Council of NSW
(02) 9879 2200 · mcnsw.org.au
Australian Health Practitioner Regulation Agency
1300 419 495 · ahpra.gov.au
AHPRA Cosmetic Surgery Hotline
1300 361 041 · Monday to Friday, 9am–5pm AEST
The Cosmetic Surgery Hotline is a specialised AHPRA team for concerns about cosmetic surgery. Concerns can be lodged confidentially, and the practitioner is not told who made the complaint. Concerns can also be submitted online at ahpra.gov.au.
Our commitment to improvement
Feedback helps us improve our services and patient care. If you have questions about this policy or the process, please contact us and our practice manager will assist.
This policy is consistent with the Australian Charter of Healthcare Rights and relevant NSW healthcare legislation.
