The Commission was established under the Health Care Complaints Act 1993. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! 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. <> Use this advice for radiation incidents which require a RIB. The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. Of these, 52% were conducted in rural and regional NSW. Toll free (NSW) 1800 043 159 The following legislation is also essential to the Commission's work: Public Health Regulation, Schedule 3 (Code of conduct for non-registered health practitioners) Public Health Regulation, Schedule 4 . Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . 3 0 obj The Act defines the scope of the Commission's work. 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. SESLHD policy documents 3. Complaints Manage ment Policy . NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. stream We acknowledge the Traditional Custodians of the land on which we work and live, the Gadigal people of the Eora Nation, and recognise their continuing connection to land, water and community. 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. 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. Title change. %PDF-1.5 Information in other languages \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w Complaints received 2021-22 (16.2% increase compared with 2020-21). Please enable scripts and reload this page. 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 An early response indicates that you are taking the concerns seriously. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees. public interest disclosures made by our staff, responses to requests for feedback about the standard of our service provision, reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response, an expression of concern or opinion, where a response or resolution is not explicitly or implicitly expected, a merits review request, made in pursuit of a statutory right, requests for the provision of services and assistance. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> Does a practitioner have to see a patient? SPOTLIGHT ON THE COMMISION Did you know?. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. 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. This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. their likely involvement in the complaint resolution process. 4 0 obj Toll free (NSW) 1800 043 159 This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. Definitions Complaint Management Guidelines 2006. We are committed to managing customer expectations and assisting them to an outcome for their complaint. Use the templates below from 14 December 2020 onwards. 3l Policy documents; Disclosure log; Government contracts register . endobj Use this advice for radiation incidents which require a RIB. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. endstream endobj startxref Provide these resources after speaking with a family to help explain the NSW Health incident management process. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. The Commission's Inquiry Service handles inquiries from people who are concerned about the quality of the health care provided to them or to a family member or friend. The Health Care Complaints Commission is an . )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. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. 1.2 Scope Information for NSW Health immunisation providers, Your Room - Information about alcohol and other drugs, Preconception, maternity, and child and family health, Interpreting/translating and multicultural health services, Centre for Medicinal Cannabis Research and Innovation, Policy directives, guidelines and information bulletins, Government Information Public Access Act (GIPA), PD2016_029 - Corrupt Conduct - Reporting to the Independent Commission Against Corruption (ICAC), PD2006_007 - Complaint or Concern about a Clinician - Principles for Action, GL2006_023 - Complaint Management Guidelines, GL2006_002 - Complaint or Concern about a Clinician - Management Guidelines, Statutory Privilege under section 23 of the Health Administration Act 1982, Incident management, complaints, public interest disclosures and disciplinary/grievance procedures. Please enable scripts and reload this page. stream YeP&VD&0* }J The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. When a complaint is made however, managers must consider whether action is also required in accordance with other policies and guidelines as set out in 10. communicate with them through their preferred method and, where required, through their preferred representative. are responsible for: Providing overall direction for the policy, procedures and management of bullying complaints Ensuring that the mandatory standards outlined in NSW Health policy are implemented Monitoring the performance of bullying prevention and management strategies. endstream endobj startxref Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. >> %PDF-1.7 An anonymous complaint may mean that we wont be able to communicate the resolution to the specific customer making the complaint, but it can still help us improve our processes. deal with their complaint in a reasonable timeframe, provide them with information about our complaint handling process, provide them with multiple and accessible ways to make complaints, listen to them, treat them with respect and actively involve them in the complaint process where possible and appropriate. Objective and purpose 4 . NSW Department of Health. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. The service also responds to questions from health service providers in relation to complaints. A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. 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. x[[o~@\x+nw4M-Q7R-*b3w0~p+c\l?&R2}v]6gef67kT7i]?5stpTUt 7kt.~6/q0&o??(uh>kC9;`=$__Wq NG")2mV+&/T;PIeydJ~6In-F&om- Ava2n?l~k"6ko)s__*oea]o W`[N (`ZWV%=GF)5rwC6 h6zO0/#Mu^Z$ u?.Z^EM&^n* ,0qB 1*w/*r\9T.L" 2y/=+7Tm`exr|S*pWT?Kf^c{&qp;s_xBn7u.)8M? We acknowledge the Traditional Custodians of the land on which we work and live, the Gadigal people of the Eora Nation, and recognise their continuing connection to land, water and community. 103 0 obj <>stream ethical, internal control, complaints management, Work Health and Safety, records management and policy frameworks Oversee and lead expert, timely, comprehensive and solutions-focused legal services and advice and facilitate legal solutions . This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. We protect the identity of people making complaints where it is practical and appropriate to do so. or call 1800 043 159 for further information. 1193 0 obj <>stream Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. (39.9% increase from previous year). 1 0 obj a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St There were more than 250 resolutions conducted in 2021-22. %PDF-1.6 % Investigations finalised in 2021-22. Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . 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. No matter the outcome, we will always explain our decisions and ensure the customer understands the options they may have for a review of our decisions. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. The complaint management framework for NSW Health is underpinned by the following commitments, endorsed across the whole of NSW Government: 2.1.1 Respectful Treatment NSW Health staff will treat people who make a complaint with courtesy and respect and in accordance with this Policy. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. 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. The CEC has consulted with radiation experts. % The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Where a complaint involves multiple areas within DCS, responsibility for communicating with the person making the complaint and/or their representative will also be coordinated. Teamwork, Culture and Person Centred Care, National Safety and Quality Health Service Standards, Healthcare Safety and Quality Capabilities, Use this guidance for interim reporting arrangements, Reportable incident brief (RIB) template (V2), Appointment of preliminary risk assessment team, Standing appointment of preliminary risk assessment team, Standing appointment of core SAER team members (V1.1), Standing appointment of safety check team, Concerns about individuals safety check, Appointment of Corporate Harm Score 1 review team, Concerns about individuals Corporate Harm Score 1 review, Changes to incident management policy terminology, Changes to policy and legislation slides for local presentation brief, Changes to policy and legislation slides for local presentation long, PRA factsheet for patients, carers and families, Process for appointment of a team for a privileged Preliminary Risk Assessment, Dedicated family contact - Role description, Dedicated family contact - Lead role description, Dedicated family contact - Factsheet for staff, Dedicated family contact - Factsheet for patients, families, and carers, Dedicated family contact - Presentation slides (Long), Dedicated family contact - Presentation slides (Short), Dedicated Family Contact Information Pack, Serious adverse event review processes (SAER), Incident management requirements Information for NUMs and MUMs, Systems analysis of clinical incidents - London Protocol, Concise Incident Analysis workbook for teams, Comprehensive Incident Analysis workbook for teams, Infographic - Serious corporate incident management, Serious corporate incident management end to end process end-to-end process, Serious corporate incident management processes slides for local presentation, Serious corporate incident management - Staff factsheet, What to expect when a serious incident occurs summary (English), What to expect when a serious incident occurs summary (Arabic), What to expect when a serious incident occurs summary (Chinese Simplified), What to expect when a serious incident occurs summary (Chinese, What to expect when a serious incident occurs summary (Greek), What to expect when a serious incident occurs summary (Hindi), What to expect when a serious incident occurs summary (Italian), What to expect when a serious incident occurs summary (Korean), What to expect when a serious incident occurs summary (Spanish), What to expect when a serious incident occurs summary (Filipino), What to expect when a serious incident occurs summary (Vietnamese), What to expect when a serious incident occurs booklet, Seclusion and Restraint in NSW Health Settings (PD2020_004), Managing Child Related Allegations, Charges and Convictions Against NSW Health Staff (PD2020_044), Complaint Management Guidelines (GL2020_008), Coroners Cases and the Coroner's Act 2009 (PD2010_054), Corrupt Conduct Reporting to the Independent Commission Against Corruption (ICAC) (PD2016_029), Data collections Disclosure of unit record data held for research or management of Health Services (PD2015_037), Death - Management of a Sudden Unexpected Death in Infancy (PD2019_035), Electronic Information Security Policy NSW Health (PD2020_046), Injury Management and Return to Work (PD2022_002), Investigation, Review and Reporting of Perinatal Deaths (PD2022_026), Managing Complaints and Concerns About Clinicians (PD2018_032), Medication Medication Handling (PD2022_032), New South Wales Health Services Functional Area Supporting Plan (NSW HEALTHPLAN) (PD2014_012), NSW Health Patient Safety and Clinical Quality Program (PD2005_608), Reporting of Maternal Deaths to the NSW Clinical Excellence Commission (PD2021_006), Enterprise-wide Risk Management (PD2022_023), Significant Legal Matters and Management of Legal Services (PD2017_003), Working with Children Checks and Other Police Checks (PD2019_003), Work Health and Safety: Better Practice Procedures (PD2018_013), Guidance for using Incident Decision Tree, Health Administration Amendment (Serious Adverse Event Reviews) Regulation 2020, Health Records and Information Privacy Act 2002, Health Records and Information Privacy Regulation 2017, Privacy and Personal Information Protection Act 1998, Private Health Facilities Regulation 2017. -H30tYec`?Uv V0x Email: hccc@hccc.nsw.gov.au Our principles direct us to have clear processes and procedures. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. The Commission deals with complaints about all health services and providers in NSW including: Health Organisations such as public and private hospitals, medical centres, imaging and radiation services. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. The following legislation is also essential to the Commission's work: On 21 October 2020, the Parliament of NSW passed the Health Legislation (Miscellaneous Amendments) Bill 2020, which largely commenced on the date of assent on 27 October 2020. We enhance accessibility for people making complaints and/or their representatives. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. ```A1KTpd$q=ME#4i[%$l&%_&gV4mVSq c36u ?M@6@5Aa ZOL,0ZxWV_,f`66h``6 Q@.{ZM+PP A B wE 0(T@A: c`gd?E/nLzw,cvf^]1|s,/,w3O`^;vlFFv( FgIf`d0 -X 1?*NXP9(br&b`pHWV1>F H Health Service Providers will demonstrate their commitment to the appropriate management of complaints by providing sufficient leadership, resources, training and support to staff in the receipt, recording, investigation, resolution and reporting of complaints. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. The Act defines the scope of the Commissions work. recognising good complaint handling by staff. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. 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. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. providing regular reports to the Secretary on issues arising from complaint handling work, ensuring recommendations arising out of complaint data analysis are canvassed with the Secretary and implemented where appropriate, recruiting, training and empowering staff to resolve complaints promptly and in accordance with our policies and procedures, encouraging staff managing complaints to provide suggestions on ways to improve the organisations complaint management system, encouraging all staff to be alert to complaints and assist those responsible for handling complaints to resolve them promptly. As a general guide, we assess each complaint on its merits and involve the appropriate DCS or agency staff, alongside the people making complaints and/or their representative, as far as possible. Australia . xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. 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. K}CWb12E`6agL@FJd@'blXR Visitors should also be aware of the general disclaimer applicable to this site.. Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. T"ii( This policy underpins our commitment to acknowledge, investigate and respond to customer complaints and feedback, and to be open to opportunities to improve our systems and service. Internal review is a process that examines the decision made by the business unit. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. assisting people make a complaint, as required, keeping informed about best practice in complaint handling, providing suggestions to management on ways to improve the organisations complaints management system. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. "HxsRy,*!sVdr3L;4Kf$(d_6 Any person can make a complaint, including: the person who experienced the problem. 1096 0 obj <> endobj Secretary, NSW Ministry of Health and Chief Executives . 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; treating everyone with respect, including people who make complaints, understanding and complying with this policy, our complaint handling procedures and any local rules or guidelines that apply to their work or legislative requirements. Policy documents applicable to the NSW Health system. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. 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. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: !wy4doHVt_BUU]#oy!I>VCn{). Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . Does a practitioner have to see a patient? We address each complaint with integrity and in an equitable, objective, and unbiased manner. Access legislation via NSW Health Legal compendium. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. <> Notify incidents in the new ims+ incident management system. 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. /Filter /FlateDecode The Commission has a unique and central part to play in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of the community. 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
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