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Complaint
We Care
13CURE, we are devoted to providing you and your family with high standards of medical after-hours care. Your feedback, whether a compliment, suggestion, or complaint, helps us improve and ensure every patient receives quality care.
We know that situations may not always go as planned. Please share your thoughts openly so we can understand strengths and address weaknesses.
We listen. All feedback is handled with confidentiality and will not affect the care or service you receive.
Patient feedback is an indispensable tool for improving service quality and enhancing the patient experience.
We know that with each patient, a window opens to learn from the interaction and further develop ourselves. In case your experience was excellent, or otherwise, your voice enables you to do the following:
We do not take your feedback for granted. Every remark, accolade, and grievance is instrumental in 13CURE's transformation into Australia's leading after-hours home doctor services network.
As a consumer of healthcare in Australia, you have the right to openly voice your complaints related to any component of the care given to you without being discriminated against or receiving negative repercussions.
Filing a complaint will not affect your future 13CURE care or your relationship with them. We handle all concerns respectfully, empathetically, and with the utmost confidentiality.
Moreover, we comply with the Australian Charter of Healthcare Rights, which ensures that your opinion will be heard and appropriately addressed.
Contacting us is easy with several options available.
Write in detail to the Patient Advocacy Team via the email address feedback@13cure.com.au.
support@13cure.comDial 13 2873 (13CURE) to get to our help line. Request to speak with a duty manager or a patient care representative.
13 2873Please write down your message on our confidential feedback form found at https://www.13cure.com.au and then submit it.
Submit FormFor us to be able to investigate thoroughly, you should give as many details as you can, for instance:
We recognise that some patients may want to keep their identities confidential.
From our online feedback form, one can submit their views anonymously.
While it may limit our ability to provide a direct answer, we still review all anonymous feedback to pinpoint areas for improvement.
We address all the feedback we receive quickly, fairly, and respectfully, and we involve the people involved.
Our complaints handling system meets national standards for quality and safety in healthcare.
The team will send you an acknowledgment of your complaint within three (3) business days.
This allows you to assess that your communication has been received and will be given attention.
The manager, or the service manager, who is responsible, will, based on the information, conduct a discrete investigation.
They will probably call you for more information or to straighten out the details.
We will keep you informed throughout the period that we are working on your case.
When the inspection is complete, we will get in touch with you to discuss the findings and outline the steps we will take to resolve your issue.
We aim to be those who, with fairness and openness, solve any problem and treat the people involved with respect.
If you feel that your issue was not properly handled, you may approach independent organisations for another look at your case.
In every state and territory of Australia, the Health Complaints Commissioner is available to provide free and impartial assistance in resolving issues between patients and healthcare providers.
Find your state's HCC here:
For concerns about professional conduct, health, or performance of a registered practitioner, contact the Australian Health Practitioner Regulation Agency.
13CURE takes patient opinions very seriously as part of their ongoing effort to make after-hours healthcare not only more accessible but also more efficient and effective.
This may be understood as employee training, system changes, improved communication, or more significant support for home visit coordination.
Every single piece of feedback is one step closer to our ideals of compassion, integrity, and accountability, and to our pledge to continuously meet the constantly changing needs of patients across Australia.
Discover why 13CURE is trusted across New South Wales. Watch our video to hear directly from our patients about their experiences with our dedicated after-hours medical service. With a 99% satisfaction rate, we strive to exceed expectations in care and communication, ensuring your well-being is always our priority.
