Providing and Receiving Feedback
Q: Will I receive feedback on my progress?
A: Yes, your specialist will review your progress and provide personalised feedback during your regular consultations.
Q: How can I provide feedback about your services?
A: You can provide feedback through our "Patient Portal" using the "Live Chat" function.
Q: How do you gather feedback to improve your services?
A: We regularly collect feedback through surveys, post-consultation reviews, and direct communication with patients to understand their experiences and needs.
Q: What do you do with the feedback you receive?
A: We analyse patient feedback to identify trends and areas for improvement. Changes are then implemented to enhance the quality of our services.
Filing Complaints
Q: How do I file a complaint if I’m unhappy with the service?
A: We’re sorry to hear that. Please submit your complaint through your "Patient Portal" through the "Live Chat" one of our customer support team we’ll address it promptly.
Q: How long will it take for you to respond to my complaint?
A: We aim to respond to all complaints within 48 hours. If you haven’t heard back, feel free to follow up with our team.
Q: Will I be updated on the resolution of my complaint?
A: Yes, we’ll keep you informed about the progress and resolution of your complaint. Let us know if you need further clarification.
Q: What if I’m not satisfied with how my complaint was handled?
A: If you’re not satisfied, you can escalate your complaint to our management team by emailing hello@rumen.com.au
Q: How do you handle legal complaints or disputes from patients?
A: We follow a structured complaint resolution process aligned with Australian Consumer Law, which includes mediation and escalation to relevant health ombudsman services if necessary.