Policies

Our Commitment to Quality and Transparency

We are committed to providing you with the best possible care and service. This page outlines our key policies and resources to ensure a positive and informed experience.

Charter of Healthcare Rights

We uphold the principles outlined in the Charter of Healthcare Rights. This charter outlines your fundamental rights as a patient, including the right to:

Access information about your health condition and treatment options.
Participate in care decisions.
Provide informed consent for treatment.
File a complaint.
Receive care in a respectful and dignified manner.

Open Disclosure Policy

We believe in open and honest communication. You can review our Open Disclosure Policy here which ensures that you are informed about any adverse events that may occur during your care. This includes a sincere apology, an explanation of the incident, and steps being taken to prevent similar occurrences.

How to Make a Complaint

We value your feedback and strive to continuously improve. If you have a complaint or concern, we encourage you to bring it to our attention. There are several ways to file a complaint as outlined in our “how to make a complaint”: information sheet. You can make a complaint:

  • In Person:

    Speak to a supervisor or manager on duty.

  • By Phone:

    Call us at 03 9454 5800.

  • By Email:

    Send your complaint to complaints@mtic.net.au

  • By Mail:

    Submit a written complaint to: L8, 14-20 Blackwood St, North Melbourne

We take all complaints seriously and follow a fair and transparent investigation process. You can review our Complaint policy here. You will receive a timely response outlining the next steps.

MTIC Day Procedure Unit By-Laws

Our By-laws outline the rules and regulations that govern our Day Procedure Unit. They help maintain a safe, respectful, and efficient environment for everyone. You can find a copy of our By-laws here.

We encourage you to review these resources and familiarize yourself with your rights and our commitment to a positive experience.

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