nsw health complaints management policy

a staff complaint about another staff member relating to a range of concerns . Information in other languages 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. Consult with stakeholders and actively seek feedback to improve our processes. It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b Healthdirect Australia Clinical Governance Framework 2012 `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc %%EOF Thirty-eight per cent of complaints were investigated or managed through a health or performance stream (national 40%; NSW 34%), but the national system investigated more matters (national. Does a practitioner have to see a patient? Our principles direct us to have clear processes and procedures. Summary. Play your part in protecting the health and safety of the NSW Community. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. We deal with complaints about health service providers in NSW. 4 0 obj The Council engaged the NSW Health Care Complaints Commission to undertake the project on behalf of the Australasian Council of Health Care Complaints Commissioners, working with the Royal Australasian College of Physicians and the Health Issues Centre. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream The Guidelines aim to support NSW Health staff to ensure that identified risks arising from complaints are managed appropriately, that the issues are addressed satisfactorily, that a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Mrs Geraldine Lumba Dizon Registered Nurse Registration cancelled for professional misconduct and unsatisfactory professional conduct, Mr Samuel Scheggetman Enrolled Nurse Disqualification for unsatisfactory professional conduct and professional misconduct, Ms Allison Maree Black Enrolled Nurse Registration cancelled and prohibition order for Unsatisfactory Professional Conduct and Professional Misconduct, Mr Paul Marvyn Acquino Villanueva Disability Care Worker, Information in a language other than English. We also ensure that if the customer is not happy with the outcome of our internal review, we inform the customer of the steps they need to take to make a complaint to the NSW Ombudsman or to the NSW Civil and Administrative Tribunal (NCAT) where the complaint relates to a decision that NCAT has jurisdiction to review. Where a complaint involves a number of government agencies and/or other parties (for example, if it relates to a service or transaction performed by a service provider), we will work with the other parties where possible, to ensure communication with the person making a complaint and/or their representative is clear and coordinated. % their likely involvement in the complaint resolution process. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. Contents . 1124 0 obj <>/Filter/FlateDecode/ID[<815ACF51AF70C4448E0659D6280B41AE><4A52CAA4E2D0DF488A49A8FE50D6EECB>]/Index[1096 98]/Info 1095 0 R/Length 138/Prev 334176/Root 1097 0 R/Size 1194/Type/XRef/W[1 3 1]>>stream The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. 0 /Length 5 0 R Toll free (NSW) 1800 043 159 4 0 obj Where a person making a complaint is dissatisfied with the outcome of this further review of their complaint, they may seek an external review of our decision with, for example, the NSW Ombudsman. % endstream endobj startxref Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. All complaints must be made in writing and we aim to assess complaints within 60 days. The Commission was established under the Health Care Complaints Act 1993. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. Please enable scripts and reload this page. Consumer Complaints Management . Fairness and accountability We actively support customers to register their complaint. stream endobj Policy documents applicable to the NSW Health system. At DCS, all staff need to commit to our six Customer Service Commitments: We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. This means that, regardless of the channel the customer has used to register their complaint, we always need to acknowledge a complaint once it has been made and refer it to the appropriate agency or DCS team in a timely manner. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. Internal review is a process that examines the decision made by the business unit. 1 Introduction 4. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. Ph: (02) 9219 7444 They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. Ph: (02) 9219 7444 hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. Customer Engagement Framework and Strategies, Resolving concerns about your health care, Prosecuting complaints about registered practitioners, Frequently Asked Questions - Health Consumers, Covid-19 and Covid-19 vaccines - best advice. Complaints Manage ment Policy . xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P 2. Legislation. We resolve complaints quickly and flexibly. Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly, or implicitly, to or about us, about our services or complaint handling where a response is not necessarily expected or required. We also expect that the services we provide will be conducted in an ethical and transparent manner and that our staff comply with the values and obligations of both the DCS Code of Ethics and Conduct and our Conflict of Interest Policy. 561 In some cases, customers have a statutory right to seek an internal review, for example, under section 55 of the Privacy and Personal Information Protection Act. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 1. 85 0 obj <>/Filter/FlateDecode/ID[<768ED3E10FCCB246AED483C9EFADE6F4>]/Index[58 46]/Info 57 0 R/Length 118/Prev 183411/Root 59 0 R/Size 104/Type/XRef/W[1 3 1]>>stream This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. recognising good complaint handling by staff. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. Investigations finalised in 2021-22. Email: hccc@hccc.nsw.gov.au Any incident or injury affecting a staff member is entered separately as a worker specific incident. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: Document type Policy Directive Document number PD2018_016 Publication date 24 May 2018 Author branch Workplace Relations Branch contact (02) 9391 9373 Replaces PD2011_018 Review date 24 May 2023 . You may be trying to access this site from a secured browser on the server. %PDF-1.6 % Australia . Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. A complaint in the department can be: an expression of dissatisfaction made by a community member or consumer about any aspect of a service provided (or contracted) by the department, the behaviour or decisions of staff, or about practices, policies and procedures. This policy and procedure applies to grievances, concerns and complaints about: the behaviour of people in the workplace, including discrimination, harassment, sexual harassment, bullying and victimisation as described in the following policies: o Equal Employment Opportunity o Anti-Discrimination o Harassment o Workplace Bullying; The CEC has consulted with radiation experts. Any person can make a complaint, including: the person who experienced the problem. !wy4doHVt_BUU]#oy!I>VCn{). "HxsRy,*!sVdr3L;4Kf$(d_6 When similar complaints are made by people who are related, for example, family members or business associates, we will try to arrange to communicate with a single representative of the group. Secretary, NSW Ministry of Health and Chief Executives . The identity of the complainant may be revealed (or become apparent) where we need to provide information about the complaint to investigate and resolve it. implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. We enhance accessibility for people making complaints and/or their representatives. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. endstream endobj 2402 0 obj <>/Metadata 84 0 R/Outlines 160 0 R/Pages 2399 0 R/StructTreeRoot 161 0 R/Type/Catalog>> endobj 2403 0 obj <>/MediaBox[0 0 595.32 841.92]/Parent 2399 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]/XObject<>>>/Rotate 0/StructParents 0/Tabs/S/Type/Page>> endobj 2404 0 obj <>stream The Guidelines aim to ensure that identified risks arising from complaints are managed appropriately, that the issues of the person making a complaint are addressed satisfactorily, that effective action is taken to improve service provided to consumers, and that NSW Health staff are supported. Complaints alleging compliance breaches should be handled in accordance with the NSW Health Complaints Management Policy PD2020_013 and NSW Health Complaint Management Guidelines GL2020_008. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. endobj Prosecuting complaints about registered practitioners We expect staff to respond to complaints quickly and where possible, resolve a customers complaint at the first contact with DCS or any of our agencies. >> However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. If you would like to speak to someone at the Commission for more information before you lodge a written complaint you can contact the Inquiry Line during business hours, Monday to Friday from 9am 5pm on 1800 043 159 or submit an online inquiry. stream Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. reporting publicly on our complaint handling, providing adequate support and direction to key staff responsible for handling complaints, regularly reviewing reports about complaint trends and issues arising from complaints, encouraging staff to make recommendations for system improvements, recognising good complaint handling by staff. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Source: NSW Health Complaints Management PD2020_013 Of these, 52% were conducted in rural and regional NSW. Email: hccc@hccc.nsw.gov.au The Act defines the scope of the Commission's work. inform the complainant as soon as possible of: our complaints process, including possibilities for internal and external reviews, the progress of their complaint and reasons for any delay. Our focus is always on the customer, including when dealing with feedback and complaints about our services, systems, practices, procedures, products, our staff and our complaint handling process. Notify incidents in the new ims+ incident management system. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Use the templates below for incidents notified from 14 December 2020 onwards. %PDF-1.6 % The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. )D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. The ability to issue a public warning in relation to a named health service provider (individual or organisation). Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. Check your reaction - It is natural to . If an employee is a health practitioner to which thenon-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code. Of these, 52% were conducted in rural and regional NSW. The legal compendium is primarily intended for use by NSW Health entities. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. Provide these resources after speaking with a family to help explain the NSW Health incident management process. 2 0 obj We cant always provide the solution the customer would like. g`$X/# L? If our staff member is unable to find a resolution, the customer can request a review of the issue and this review must be independent. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. The service also responds to questions from health service providers in relation to complaints. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. Procurement-related complaints also have a separate process. Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Health Practitioner Regulation National Law (NSW), non-registered health practitioner Code of Conduct, Information in a language other than English. Complaint Management Guidelines 2006. There are three key types of policy documents that apply to SESLHD, with further details on this page below. Use this advice for radiation incidents which require a RIB. (39.9% increase from previous year). The power to refer complaints for local resolution to a private health facility, The power to refer complaints to a broader range of bodies, New powers relating to health organisations, Increases to maximum penalties and sanctions for offences, A new compliance framework to ensure effective compliance monitoring and enforcement with interim prohibition orders and prohibition orders. enable complaints and make it easy for customers to register a complaint or feedback, respond to complaints quickly and keep the customer informed, are objective and fair, and no customer is disadvantaged by lodging a complaint, ensure confidentiality where this is practical and appropriate. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 .

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