Feedback

At Wattle Grove Dental Centre, we are committed to delivering high-quality, person-centred care. We recognise that all patients, carers, and visitors have the right to provide feedback—whether compliments, concerns, or complaints. This feedback helps us improve the safety, quality, and responsiveness of our services.

We value open communication and treat all complaints with respect, fairness, and in a timely and confidential manner, in accordance with our continuous quality improvement processes.

How to Provide Feedback or Make a Complaint

You are encouraged to share your feedback using any of the following methods:

Phone: +61 8 9453-6972

Email: wattlegrovedental@gmail.com

Mail: Wattle Grove Dental Centre, 11b/338 Hale Road, Wattle Grove WA 6107

In person: Speak directly with any staff member, or request to meet privately with the Practice Manager.

You may be asked to provide a brief overview of your concern so that the appropriate person can follow up with care and preparation. If your feedback relates to a clinical matter, the treating dentist may be involved—unless you request otherwise.

What Happens Next

We will acknowledge your complaint or concern in writing within three (3) working days. You will be informed of:

• How your feedback will be handled
• Who will be managing your concern
• The expected timeframes
• Your preferred method of communication (e.g., phone, email, mail)

We aim to complete reviews of most concerns within ten (10) working days, though more complex issues may require additional time. You will receive updates throughout the process.

Once the matter has been reviewed, a written summary of the outcome will be offered, unless you prefer otherwise.

Record Keeping and Continuous Improvement

All feedback, including complaints, is recorded in a secure system. Records are reviewed regularly to identify patterns, support staff development, and drive improvements in patient care and service delivery. This aligns with our practice’s quality and safety framework.

External Support and Escalation

If you wish to escalate your complaint to an external body, the following services are available:

Australian Health Practitioner Regulation Agency (AHPRA)

Website: www.ahpra.gov.au

Phone: 1300 419 495

Health and Disability Services Complaints Office (HaDSCO – WA)

Website: www.hadsco.wa.gov.au

Phone: (08) 6551 7600

Toll-Free (Regional WA): 1800 813 583