FEEDBACK & COMPLAINTS

We value your feedback both when we have done really well and when we have made a mistake or not performed as you expected.

Any feedback that you provide to us is handled in a confidential and sensitive manner and in no way will it affect your care or services. You are welcome to provide anonymous feedback, however this will mean that we will be unable to update you of any investigations or actions taken.

It’s easy to provide feedback to us

You can phone us on +61 (02) 9906 7777 to speak to one of our team

You can email the details to
feedback@archealth.com.au

You can complete our online feedback and complaints form below

Feedback form

Managing your complaint

We are committed to addressing concerns as quickly as possible. When you contact us, we will listen carefully and discuss the issue with you. Wherever possible, we will work with you to find a solution.

We will record the details of your complaint confidentially, including any agreed actions to resolve the issue. Our Executive Team reviews all complaints on a monthly basis. Discussing how concerns were resolved helps us improve our services and do better in the future.

Click here to read our Complaints Policy

Support and Advocacy

You have the right to support. ARC will support you to use an advocate if you want one, or include a guardian, decision‑maker, friend or family member if you choose. You can access independent advocacy services, including:

Disability Advocacy NSW Home | Disability Advocacy NSW
Disability Advocacy Finder Disability Advocacy Finder | Ask Izzy

Interpreters and Language Support

You can ask for an interpreter. We can help arrange NDIS‑funded interpreters through TIS National.

Providing independent feedback

You can contact the NDIS Quality and Safeguards Commission (NDIS Commission). The NDIS Commission is an independent Commonwealth agency that is in charge of checking the quality and safety of NDIS supports and services.

You can contact the NDIS Commission by:
Phoning 1800 035 544 (free call from landlines). Interpreters can be arranged.

Visiting their website www.ndiscommission.gov.au

Additional information about the NDIS Complaints process can be found in the below resources:

NDIS Complaints

Melissa Harrison

Cultural and Professional Development Manager & Neurological Physiotherapist

BSc (hons) Physiotherapy, University of the West of England, UK
Msc Neurorehabilitation, Brunel University, UK

Melissa has worked in the field of neuro physiotherapy since early in her career. She specialised as a senior neuro physiotherapist in the UK for a number of years - working across a variety of specialities including neurosurgery, neuro medicine, stroke and both inpatient and outpatient neuro rehab. This experience has given Melissa a solid understanding of the journey people go through from receiving their initial neurological diagnosis, through to much later stages of their rehab.

Melissa went on to complete a Masters in Neurorehabilitation in London, gaining valuable analytical and research experience and completing her own research project exploring the rehabilitation services available to people with brain tumours. Melissa has a special interest in neuro-oncology, as well as stroke and a wide range of post neurosurgery and neuro medical conditions. This experience led to her being invited to review and contribute to the Cancer Council's 'Understanding Brain Tumours' information booklet in Australia in 2019.

It is her time working as a physiotherapist at ARC that motivated Melissa further to remain living in Australia! Over her time working at ARC, Melissa has become a PD Warrior certified instructor and trainer - delivering practical courses to other allied health professionals across Australia.

She loves her job for continuing to develop the ARC team as it grows. Melissa enjoys supporting the team through change and growth, ensuring the highest quality of therapy is maintained, as well as the team culture that staff and clients thrive from at ARC. Melissa can be contacted at ARC Monday, Tuesday and Thursday and welcomes feedback on the service clients are receiving.

Outside of work, Melissa enjoys ocean swimming, tending to her rapidly growing plant family and making the most of the abundance of beautiful walks Sydney has to offer!

Lisa Meng

Hurstville Deputy Exercise Physiology Team Leader and ESSA Accredited Neurological Exercise Physiologist

Bachelor of Exercise Physiology, University of New South Wales

Lisa completed a Bachelor of Exercise Physiology at the University of New South Wales. Lisa started at ARC in 2018 and is passionate about assisting individuals in building a healthy life long relationship with exercise, no matter the impact of their disability. She believes that movement and exercise is a privilege that should be and can be enjoyed by all.

She has been involved in a number of Stand Walk Run intensives, an ARC driven program that involves the Multidisciplinary team to apply the principles of neuroplasticity to a client's program. Through this experience, she has been part of many client journey's that have seen clients with neurological impairments return back to sport, running, work and travels.

Lisa is the co-chair for the Functional Neurological Disorder (FND) special interest group. She has extensive experience working with FND clients and assisting them with understanding their condition, offering creative and sustainable management strategies and helping them re-integrate into physical activity.

Lisa is a cheerleader for her clients, not only in a therapy setting but for all further pursuits that aid in them living a fuller and more meaningful life. She has played a key role in supporting a Parksinson's client, Dean Laws, in completing two marathons and promoting the work of the Dean Team, which aims to improve the lives of all those living with Parkinson's.

Lisa has delivered an evening lecture to health professionals about the Role of Exercise Physiologists in Cardiometabolic risk factor management for the neurological population. Lisa is invested in assessing Neurological clients thoroughly, understanding the various risk factors and secondary health conditions that are related to Neurological conditions. She uses her treatment approach and education components to ensure clients understand their condition and empower them to follow a trajectory that leads them to improved overall health.

Lisa works full-time in our Hurstville clinic. She loves her time on the gym floor getting the most out of her clients, but also supervising the EPs on her team as she believes ARC is one of the best environments for a Neuro EP to thrive.

FEEDBACK & COMPLAINTS

It’s easy to provide feedback to us​

Feedback form

Managing your complaint

Support and Advocacy

Providing independent feedback

Caroline Takla

Laurel Thompson

Sarah Sargeant

Ceri Greco

Melissa Harrison

Natalie Watson

Anna Jones

Jo-Anne Benett

Lynn Tullock

James Hunter

Hayley Yong

Rose Smith

Melanie Bourke

Ellen McGowan

Roisin Larkin

Robyn Keyser

Angela Maier

Ariarna Ross

Nicole Joffe

Anna Singer

Lauren Gosbell

Amber Cormack

Emma Auinger

Abby Kinsella

Michelle Peel

Katie Corish

Kirthana Parbhoo (Kitty)

Sophie Olding

Olivia Lewin

Nigel Shenoy

Kate Shaw

Aisling Carolan

Jack Goulding

Ashleigh McNee

Sophie Dahl

Hayley Sparkes

Katharina Hellstrom

Zoe Blackburn

Sophie Andrews

Niamh Seery

Bethany Darlow

Katharine Mason

Hannah Wallbank

Erfaneh Ranjbarkermani

Aoife Cunningham

Amelie O’Sullivan

Michelle Khan

Nikki Blakey

Merryn Checkley

Jayne Mulhaney

Jennifer Daly

Chelsea Tanner

Alice Dixon

Leah Henry

Kristi Thoroughgood

Ella Simmons

Cerissa Dimarchos

Julian Diang

Lisa Meng

Marlou Tacugue

Jason King

Analise Bauchinger

Eva Pavia

Isabelle Corridan

Marnie Stanton/h2> Receptionist .

Louise Pyne

Ava Lambert

Olivia Chatfield

Madison Amorim

Eloise Bowman

Olivia Simmons

Ana Moraitakis

Jessica Spurr

Courtney Culverson

It’s easy to provide feedback to us

Marnie Stanton/h2>
Receptionist

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