nsw health complaints management policy
The service also responds to questions from health service providers in relation to complaints. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. 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. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . NSW Department of Health. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. )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. Central Coast Council P: 1300 463 954 E: ask@centralcoast.nsw.gov.au W: centralcoast.nsw.gov.au A: Wyong: 2 Hely St / PO Box 20, Wyong NSW 2259 Gosford: 49 Mann St / PO Box 21, Gosford NSW 2250 Complaints and Feedback Management Policy November 2021 Policy No: CCC 012 Policy owner: Approved by: Date of approval: Policy category: Qjns!VL@s{6L !Q" NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Policy Number 2.015 Policy Function Leadership and Management . 103 0 obj <>stream 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. Name of this Policy This Policy may be cited as the Sydney South West Area Health Service Policy on the Management of a Complaint or Concern about a Clinician. 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. This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. The project reviewed research on good complaints management, surveyed 53 health care The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. The legal compendium is primarily intended for use by NSW Health entities. %PDF-1.6 % 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. hb```Vk!10plLe( 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. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents endstream endobj startxref We enhance accessibility for people making complaints and/or their representatives. Use the templates below from 14 December 2020 onwards. Does a practitioner have to see a patient? 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 . coordinate all parties included in a complaint, whether internal to DCS or separate organisations (except independent bodies within the DCS cluster), ensuring one source of truth and building trust in our services and processes. 3 0 obj Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . We expect staff at all levels and in all areas of DCS to be committed to fair, effective and efficient complaint handling for all our customers. 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. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ 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. Our principles direct us to have clear processes and procedures. The CEC has consulted with radiation experts. 4 0 obj NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. Operational guidance and procedures manuals to support compliance by public health organisations. Sydney NSW 2000. a health service provider or other concerned person. YeP&VD&0* }J communicate with them through their preferred method and, where required, through their preferred representative. 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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . 2 0 obj NSW Health policy documents 2. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Use this advice for radiation incidents which require a RIB. Incidents Complaints and Feedback Management Policy Date: August 2018 Version: 4.0 Classification: FOUO Other relevant Healthdirect Australia documents The following policy documents are relevant to this Service Incident, Complaint and Feedback Management Policy. SYDNEY NSW 2000 . 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. % Discover the changes in this two-minute explainer. We actively support customers to register their complaint. Non-registered Health Practitioners Related Policies of the Complaint Management Policy (PD2006_073). Please enable scripts and reload this page. Complaints Manage ment Policy . This policy is not meant to apply to statutory internal reviews. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H Participate in improving health service delivery in NSW through effective . The Code also informs consumers what they can expect from relevant health organisations and their employees. hWn9>((%m[u==]$MMC(RO Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. 3l Your request will be escalated internally to an appropriate person for review and response. 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. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Summary. Where staff consider improvements could be made to our services to prevent future similar complaints, our staff will provide this feedback to the appropriate division or team within DCS. % 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. recognising good complaint handling by staff. The Health Care Complaints Commission is an . Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. Our commitment is that we will acknowledge a complaint within four (4) working days of receipt and will communicate the resolution to the person making the complaint within 20 working days of receipt of their complaint. This Policy and Procedures provides guidance on the key concepts of the complaint management procedures to Public Service Commission (PSC) staff and those people who wish to make a complaint. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w %%EOF Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . K}CWb12E`6agL@FJd@'blXR Platform: YouTube Duration: 1m 49s, This video explains the NSW Health preliminary risk assessment process.Platform: YouTube Duration: 3m 58s, This one-minute explainer video describes the role of the dedicated family contact in NSW Health.Platform: YouTube Duration: 53s, This video explains the role of the Dedicated Family Contact.Platform: YouTube Duration: 2m 21s, This two-minute video provides a high-level overview of how clinical harm score 1 incidents will be managed in NSW Health from 14 December 2020.Platform: YouTube Duration: 2m 21s, This four-minute video provides a high level explanation of the approved review methodologies for serious incidents in NSW Health.Platform: YouTube Duration: 4m 09s, This recorded webinar provides an overview of the steps required to complete a root cause analysis for serious incidents in NSW Health.Platform: YouTube Duration: 10m 32s, This recorded webinar provides an overview of the steps required to complete a London Protocol review for serious incidents in NSW Health.Platform: YouTube Duration: 12m 09s, This recorded webinar provides an overview of the steps required to complete a NSW Health Concise Incident Analysis and NSW Health Comprehensive incident analysis review for serious incidents in NSW Health.Platform: YouTube Duration: 14m 39s, This one-minute explainer video describes serious corporate incident management processes in NSW Health.Platform: YouTube Duration: 1m 24s, This video explains the NSW Health serious corporate incident management process.Platform: YouTube Duration: 5m 19s. Complaints received via the NSW Minister for Health (a Ministerial) will be received, assessed, investigated and resolved by the Office of the Chief Executive, and forwarded to the CLO for . Please enable scripts and reload this page. 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. ^6)jI.R&>;FV > Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. stream 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. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. following DCSs complaint management system after a complaint is received: assessing and investigating the complaint, escalating the complaint as required and appropriate, providing reasons for the decision to the customer, including options for redress, where appropriate, assisting people who wish to make complaints to access our complaints process, being alert to complaints and assist staff handling complaints to resolve matters promptly, providing feedback to management on issues arising from complaints through our complaint handling reporting processes. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. Policy documents applicable to the NSW Health system. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. 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. Of these, 52% were conducted in rural and regional NSW. Meet Madi and explore the technology . 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. endstream endobj 2405 0 obj <>stream 4 0 obj Information in other languages Consumer Complaints Management . endobj 0 The office is located close to Central Station and is accessible by wheelchair. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. READ ACKNOWLEDGEMENT Objective and purpose 4 . The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. Prosecuting complaints about registered practitioners 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. The Commission was established under the Health Care Complaints Act 1993. <> To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. Access legislation via NSW Health Legal compendium. Secretary, NSW Ministry of Health and Chief Executives . Policy. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. 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. Any incident or injury affecting a staff member is entered separately as a worker specific incident. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. <> 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 They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. Legislation. 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. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P !wy4doHVt_BUU]#oy!I>VCn{). Consult with stakeholders and actively seek feedback to improve our processes. Provide these resources after speaking with a family to help explain the NSW Health incident management process. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. 1 Introduction 4. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Email: hccc@hccc.nsw.gov.au 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. 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. Fairness and accountability This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. requests for explanation of policies, procedures, and decisions. SESLHD policy documents 3. Check your reaction - It is natural to . 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. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. 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. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. Complaining to or about DCS is free. 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. NSW Health is strengthening the way it responds to serious incidents. 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. Amendments relevant to the work of the Commission include: Further information about these changes is available her. There are six key principles that underpin our complaints handling processes. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. 1. Internal review is a process that examines the decision made by the business unit. Does a practitioner have to see a patient? As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. We address each complaint with integrity and in an equitable, objective, and unbiased manner. supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. The office is located close to Central Station and is accessible by wheelchair. Your rating will help us improve the website. 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. 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. Toll free (NSW) 1800 043 159 The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. 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? The CEC has consulted with radiation experts. 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. 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.