Patients, families and referrers are encouraged to share their experiences with the Theta Clinic so services can be continually improved. Feedback can be positive, negative or simply suggestions for how the clinic could better support you.

Giving general feedback

• You can talk directly with your clinician or any staff member during your visit.

• You can complete a feedback form at reception or on the website at any time.

• You can email or phone the clinic if you refer to provide feedback after your appointment.

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Making a complaint

• If you are unhappy with any part of your care or experience (eg; rTMS treatment, appointments, communication, fees or facilities), you can raise a compliant with any staff member or ask to speak with the clinic’s Complaints Officer.

• You may make a complaint in person, by phone, in writing, by email or via the online form, and you can ask a support person (family member, carer, GP or advocate) to speak on your behalf.

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What to expect

• Your complaint will be taken seriously, handled confidentially and will not affect your care or your relationship with your clinicians.

• The clinic will acknowledge your complaint, look into what happened, and discuss an outcome with you, including any changes or improvements that will be made.

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If you are still concerned

• If your concerns are not resolved with the Theta Clinic, you can contact the Health Complaints Commissioner for private mental health services in Victoria, or AHPRA if your concern is about a registered health practitioner.

•  Theta Clinic staff can provide you with up-to-date contact details for these bodies and help you understand your options if you wish to take your complaint further.