nsw health complaints management policy nsw health complaints management policy

endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. Your request will be escalated internally to an appropriate person for review and response. <> Email: hccc@hccc.nsw.gov.au Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. 561 NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ >> endobj The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. This policy is not meant to apply to statutory internal reviews. Consumer Complaints Management . or call 1800 043 159 for further information. Summary. 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. To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. Check your reaction - It is natural to . This means that when anyone raises concerns via feedback or through a complaint we will: We must also take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf. 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. 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. endobj ```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 Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health "HxsRy,*!sVdr3L;4Kf$(d_6 `03p 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: Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. a parent or guardian of the person or child concerned. Complaints process What to expect when making a complaint. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. 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 . The CEC has consulted with radiation experts. 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, Health Practitioner Regulation National Law (NSW), non-registered health practitioner Code of Conduct, Information in a language other than English. 0 3l Notify incidents in the new ims+ incident management system. their likely involvement in the complaint resolution process. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. Does a practitioner have to see a patient? Incident Management Policy (PD2020_047) requirements started on 14 December 2020. Internal review is a process that examines the decision made by the business unit. 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 . Secretary, NSW Ministry of Health and Chief Executives . Policy Number 2.015 Policy Function Leadership and Management . 1.2 Scope HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) 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. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. requests for explanation of policies, procedures, and decisions. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P 2 Contents . There were more than 250 resolutions conducted in 2021-22. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. 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 identity of the complainant may be revealed (or become apparent) where we need to provide information about the complaint to investigate and resolve it. YeP&VD&0* }J endstream endobj 1097 0 obj <. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . (39.9% increase from previous year). The service also responds to questions from health service providers in relation to complaints. 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. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). of resolutions that proceeded were resolved or partially resolved. 1096 0 obj <> endobj assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Provide these resources after speaking with a family to help explain the NSW Health incident management process. Consult with stakeholders and actively seek feedback to improve our processes. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. 58 0 obj <> endobj To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 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. Operational guidance and procedures manuals to support compliance by public health organisations. The legal compendium is primarily intended for use by NSW Health entities. Qjns!VL@s{6L !Q" Sydney NSW 2000. Whilst NSW Health makes every effort to ensure the accuracy of the information presented, it does not purport to be a comprehensive list of applicable legislation and policies, or to render legal advice. Personal information that identifies individuals will only be disclosed or used by the agency within DCS as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations. Participate in improving health service delivery in NSW through effective . 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 pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. READ ACKNOWLEDGEMENT joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. Expression of dissatisfaction made to or about us, related to our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. -H30tYec`?Uv V0x 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 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. 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. There's only one that was commissioned . On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. The Commission was established under the Health Care Complaints Act 1993. g`$X/# L? <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> endobj Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. 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 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. SPOTLIGHT ON THE COMMISION Did you know?. 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. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. 1 Introduction 4. Any incident or injury affecting a staff member is entered separately as a worker specific incident. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. 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 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. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. 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. NSW Health is strengthening the way it responds to serious incidents. 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. The CEC has consulted with radiation experts. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. 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. 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. 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. 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. 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. 1193 0 obj <>stream 1 0 obj 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. 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. NSW Health policy documents 2. Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. The Act defines the scope of the Commission's work. An overview of the complaints management process is provided below. The ability to issue a public warning in relation to a named health service provider (individual or organisation). Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. 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. 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. T"ii( Policy documents applicable to the NSW Health system. <> This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. %PDF-1.5 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. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. Use the templates below from 14 December 2020 onwards. 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. 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; We deal with complaints about health service providers in NSW. The Act defines the scope of the Commissions work. +RfAH3q00 c We address each complaint with integrity and in an equitable, objective, and unbiased manner. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au There were more than 250 resolutions conducted in 2021-22. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. 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. 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. Ph: (02) 9219 7444 $#0(r6P$%O I4EKxO It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. Procurement-related complaints also have a separate process. Play your part in protecting the health and safety of the NSW Community. SYDNEY NSW 2000 . Our principles direct us to have clear processes and procedures. Health Administration Regulation 2020 Health Care Complaints Act 1993 Health Care Liability Act 2001 Public Interest Disclosures Act 1994 Policy directives PD2016_029 - Corrupt Conduct - Reporting to the Independent Commission Against Corruption (ICAC) PD2016_027 - Public Interest Disclosures Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . stream 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. We enhance accessibility for people making complaints and/or their representatives.