%PDF-1.6 % 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. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. Source: NSW Health Complaints Management PD2020_013 Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. 3l 1.2 Scope 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. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. << 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. Check your reaction - It is natural to . Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. T"ii( Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. An overview of the complaints management process is provided below. 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. Does a practitioner have to see a patient? 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. Legislation. 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. There were more than 250 resolutions conducted in 2021-22. <> The project reviewed research on good complaints management, surveyed 53 health care Please enable scripts and reload this page. 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. The Commission was established under the Health Care Complaints Act 1993. 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. 0 You may be trying to access this site from a secured browser on the server. -H30tYec`?Uv V0x This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. a staff complaint about another staff member relating to a range of concerns . Play your part in protecting the health and safety of the NSW Community. %PDF-1.6 % To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. The Act defines the scope of the Commission's work. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. 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. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> 1 0 obj Ph: (02) 9219 7444 Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. 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. Internal review is a process that examines the decision made by the business unit. 1 Introduction 4. An early response indicates that you are taking the concerns seriously. 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. 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. 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: 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 health service provider or other concerned person. %PDF-1.7 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? communicate with them through their preferred method and, where required, through their preferred representative. 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. Policy documents; Disclosure log; Government contracts register . Secretary, NSW Ministry of Health and Chief Executives . Please enable scripts and reload this page. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. 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. 1096 0 obj <> endobj >> NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. or call 1800 043 159 for further information. The Code also informs consumers what they can expect from relevant health organisations and their employees. Meet Madi and explore the technology . From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. K}CWb12E`6agL@FJd@'blXR Sydney NSW 2000. Information in other languages The framework and strategies pursued under the framework fulfil the Commission's commitment to: Inform stakeholders about our role and services by strengthening our channels of communication. g`$X/# L? The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . <> All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. %PDF-1.5 Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. 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. 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. 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. Consumer Complaints Management . Non-registered Health Practitioners the Commission, who can initiate an "own . % a parent or guardian of the person or child concerned. The ability to issue a public warning in relation to a named health service provider (individual or organisation). 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. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. The office is located close to Central Station and is accessible by wheelchair. 58 0 obj <> endobj 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. endstream endobj 1097 0 obj <. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. stream Complaints received 2021-22 (16.2% increase compared with 2020-21). <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> We deal with complaints about health service providers in NSW. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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. The Health Care Complaints Commission is an . 3 0 obj NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . +RfAH3q00 c Investigations finalised in 2021-22. 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.

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