Complaints received 2021-22 (16.2% increase compared with 2020-21). Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. 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 latest issue of T4L Kids is all about sports. SPOTLIGHT ON THE COMMISION Did you know?. YeP&VD&0* }J Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Policy documents applicable to the NSW Health system. Your rating will help us improve the website. The project reviewed research on good complaints management, surveyed 53 health care To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 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. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au T"ii( Prosecuting complaints about registered practitioners a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. %PDF-1.6 % 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. Operational guidance and procedures manuals to support compliance by public health organisations. or call 1800 043 159 for further information. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. Source: NSW Health Complaints Management PD2020_013 Ph: (02) 9219 7444 ```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 The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). 1. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . We address each complaint with integrity and in an equitable, objective, and unbiased manner. 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. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. Use the templates below from 14 December 2020 onwards. "HxsRy,*!sVdr3L;4Kf$(d_6 A complaint covered by this policy can be distinguished from: All policies, procedures, practices, staff, hardware, and software used by us in the management of complaints. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. 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. /Length 5 0 R 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 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 . An overview of the complaints management process is provided below. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. their likely involvement in the complaint resolution process. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. SYDNEY NSW 2000 . supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. 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. *X !.3 IzV.AcD{%T?+u4Z7A}ZSD.10~;yW hk9;a59+jYVpb`0%NSoHV]:vd2EI}TE9|%D VNLTM:RFQr*Wf-5u`iU(uM'^9X"&Z$K,/ ;BdV)I$lE Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. An anonymous complaint may mean that we wont be able to communicate the resolution to the specific customer making the complaint, but it can still help us improve our processes. Inquiries are usually made by telephone or email. Platform: YouTube Duration: 1m 49s, This video explains the NSW Health preliminary risk assessment process.Platform: YouTube Duration: 3m 58s, This one-minute explainer video describes the role of the dedicated family contact in NSW Health.Platform: YouTube Duration: 53s, This video explains the role of the Dedicated Family Contact.Platform: YouTube Duration: 2m 21s, This two-minute video provides a high-level overview of how clinical harm score 1 incidents will be managed in NSW Health from 14 December 2020.Platform: YouTube Duration: 2m 21s, This four-minute video provides a high level explanation of the approved review methodologies for serious incidents in NSW Health.Platform: YouTube Duration: 4m 09s, This recorded webinar provides an overview of the steps required to complete a root cause analysis for serious incidents in NSW Health.Platform: YouTube Duration: 10m 32s, This recorded webinar provides an overview of the steps required to complete a London Protocol review for serious incidents in NSW Health.Platform: YouTube Duration: 12m 09s, This recorded webinar provides an overview of the steps required to complete a NSW Health Concise Incident Analysis and NSW Health Comprehensive incident analysis review for serious incidents in NSW Health.Platform: YouTube Duration: 14m 39s, This one-minute explainer video describes serious corporate incident management processes in NSW Health.Platform: YouTube Duration: 1m 24s, This video explains the NSW Health serious corporate incident management process.Platform: YouTube Duration: 5m 19s. xKk@FY&}BqEN;rbk7(JdOcwL?=ug%A}[/a9:rw"'q1xPqe9}tnK;msLr@9 9"`sRC9P@C9/TRF!}9r9$\]C#X X,Ms"AsP#VAj\"@^|hnk State Records NSW - Complaint Handling Policy 5 The contact information of the person making a complaint; Issues raised by the person making a complaint and the outcome/s they want; Any other relevant information; and Any additional support the person making a complaint requires. 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. The Commission was established under the Health Care Complaints Act 1993. %PDF-1.7 Discover the changes in this two-minute explainer. The CEC has consulted with radiation experts. All complaints must be made in writing and we aim to assess complaints within 60 days. 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 . 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). $#0(r6P$%O I4EKxO We protect the identity of people making complaints where it is practical and appropriate to do so. 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. The office is located close to Central Station and is accessible by wheelchair. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: We actively support customers to register their complaint. The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. 1193 0 obj <>stream We are committed to managing customer expectations and assisting them to an outcome for their complaint. The Act defines the scope of the Commission's work. 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 . 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. Please enable scripts and reload this page. Legislation. endstream endobj 2405 0 obj <>stream Related Policies of the Complaint Management Policy (PD2006_073). There were more than 250 resolutions conducted in 2021-22. The legal compendium is primarily intended for use by NSW Health entities. 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. hb```Vk!10plLe( There are three key types of policy documents that apply to SESLHD, with further details on this page below. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. The Code also informs consumers what they can expect from relevant health organisations and their employees. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. Your request will be escalated internally to an appropriate person for review and response. Investigations finalised in 2021-22. 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; Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. 561 103 0 obj <>stream 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. 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. 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. NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. 3l 4 0 obj endstream endobj startxref Secretary, NSW Ministry of Health and Chief Executives . Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. a parent or guardian of the person or child concerned. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Staff may use this complaint management process when complaining on behalf of the patient/consumer. Title change. The Commission was established under the Health Care Complaints Act 1993. Does a practitioner have to see a patient? 1.2 Scope 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. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! 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. Policy Number 2.015 Policy Function Leadership and Management . This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. You may be trying to access this site from a secured browser on the server. 0 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. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. There's only one that was commissioned . Use this advice for radiation incidents which require a RIB. 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 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 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. urY eAZA[Rn[&2+IIMPCvT a health service provider or other concerned person. <> 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. 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. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o <> 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. 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. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. 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. NSW Health policy documents 2. 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. Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. of resolutions that proceeded were resolved or partially resolved. )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.
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