We encourage you to contact us early so that we can help you to minimise the impact of a claim or complaint on your reputation and day-to-day practice. We understand that your professional reputation is of utmost importance.
Contact us if any of the following occurs:
- Service of court documents, especially a statement of claim or summons;
- Receipt of a complaint from AHPRA, Medical Council or Board, Health Care Complaints Commission or the like;
- Complaints from a patient either verbal or in writing;
- Deaths that have been reported to the Coroner and where you have been closely involved in the care of the deceased patient;
- Request from police seeking documents or a statement;
- Receipt of correspondence from Medicare regarding provider numbers, item usage or audits;
- Receipt of correspondence from a private health insurer querying charges, notifying of an audit or advising of a change in provider status;
- Receipt of a request for medical records, whether from a patient, a third party or a subpoena;
- A solicitor contacts you requesting a report or meeting about your medical management of their client; or
- Comments on social or print media that you consider could be defamatory.
Given the nature of medical practice, it can be difficult to determine which incidents to notify to us. Incidents that may develop into a complaint or claim should also be notified to us within the relevant policy period.
As a guide, we suggest that you notify us immediately of the following types of events:
- Birth defects that were not anticipated;
- Catastrophic outcomes including brain damage and paraplegia;
- Unexpected outcomes, particularly where the patient or their family may make a complaint;
- Loss or impairment of the senses;
- Misdiagnosis or delayed diagnosis which has resulted in a reduced lifespan of the patient;
- Significant disfigurement or loss of limb.