nsw health complaints management policy

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 . Policies and procedures - Publications - Ministry of Health Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Your request will be escalated internally to an appropriate person for review and response. Definitions The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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 hb```Vk!10plLe( 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. requests for explanation of policies, procedures, and decisions. 1193 0 obj <>stream implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. 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. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. READ ACKNOWLEDGEMENT Complaint handling policy | NSW Government You may be trying to access this site from a secured browser on the server. 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. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. (39.9% increase from previous year). Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. NSW Health is strengthening the way it responds to serious incidents. Revealed: the 'buried' Powerhouse Museum report that could have stopped Consumer Complaints Management . Email: hccc@hccc.nsw.gov.au Qjns!VL@s{6L !Q" Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . PDF Complaints Management Policy - Deloitte endobj /Filter /FlateDecode . NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. 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. There are three key types of policy documents that apply to SESLHD, with further details on this page below. Access legislation via NSW Health Legal compendium. Understanding Complaints - NSW Health Care Complaints Commission SESLHD policy documents 3. Check your reaction - It is natural to . Director Governance & Legal | I work for NSW <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> 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. 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. The Health Care Complaints Commission is an . 0 hWn9>((%m[u==]$MMC(RO This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc The office is located close to Central Station and is accessible by wheelchair. Related Policies of the Complaint Management Policy (PD2006_073). Privacy Management Plan - Patient privacy - health.nsw.gov.au The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. PDF Incident, Complaints and Feedback Management Policy Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. Australia . PDF Staff Grievance Resolution Policy and Procedure Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. Who can make a complaint? - NSW Health Care Complaints Commission Use this advice for radiation incidents which require a RIB. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. 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. Source: NSW Health Complaints Management PD2020_013 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. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. 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. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. 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. 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. 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 Act defines the scope of the Commissions work. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). 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. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Investigations finalised in 2021-22. 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. Objective and purpose 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. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. or call 1800 043 159 for further information. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Prevention and Management of Workplace Bullying in NSW Health Thirty-eight per cent of complaints were investigated or managed through a health or performance stream (national 40%; NSW 34%), but the national system investigated more matters (national. PDF Complaint Management Policy and Procedures - NSW Public Service Commission % 3l Complaints | NSW Government hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. PDF Complaint Management Guidelines - Ministry of Health You can track the progress of your complaint online. PDF Complaint Handling Policy - staterecords.nsw.gov.au 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. Complaints Handling - education.nsw.gov.au Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. PDF Consumer Feedback Management - Sydney Children's Hospital Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. 4 0 obj Sydney NSW 2000. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. 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. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. Use the templates below for incidents notified from 14 December 2020 onwards. 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. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. T"ii( An overview of the complaints management process is provided below. $#0(r6P$%O I4EKxO PDF Complaint Management Guidelines - NSW Government Summary. We address each complaint with integrity and in an equitable, objective, and unbiased manner. 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. 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 2 Contents . A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream 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. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for 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. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Tips for local complaints management - NSW Health Care Complaints 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. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. 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. 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. The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). Operational guidance and procedures manuals to support compliance by public health organisations. Please enable scripts and reload this page. endstream endobj 1097 0 obj <. Amendments relevant to the work of the Commission include: Further information about these changes is available her. Internal review is a process that examines the decision made by the business unit. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. 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. K}CWb12E`6agL@FJd@'blXR xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Policy documents applicable to the NSW Health system. implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. *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 communicate with them through their preferred method and, where required, through their preferred representative. 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. %PDF-1.6 % Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - Policy documents; Disclosure log; Government contracts register . 2 0 obj 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. 561 Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Does a practitioner have to see a patient? 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 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. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. %PDF-1.7 Meet Madi and explore the technology . This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. PDF Please note that the following document was created by The Australian We aim to resolve complaints as soon as possible and when the complaint is first made. Information in other languages PDF Complaint Management Guidelines - NSW Government About the Commission - NSW Health Care Complaints Commission 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. Policy. There were more than 250 resolutions conducted in 2021-22. 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 . %PDF-1.5 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. Prevention and Management of Unacceptable Workplace Behaviours in NSW NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . You may be trying to access this site from a secured browser on the server. Contents . 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. 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. 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. 58 0 obj <> endobj 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. 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. PDF Complaints and Feedback Management Policy We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. +RfAH3q00 c endstream endobj startxref 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 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. The ability to issue a public warning in relation to a named health service provider (individual or organisation). NSW Health policy documents 2. SPOTLIGHT ON THE COMMISION Did you know?. Secretary, NSW Ministry of Health and Chief Executives . 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. 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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. -H30tYec`?Uv V0x 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. >> Use this advice for radiation incidents which require a RIB. endobj We also expect that the services we provide will be conducted in an ethical and transparent manner and that our staff comply with the values and obligations of both the DCS Code of Ethics and Conduct and our Conflict of Interest Policy. 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 . PDF Complaints Management Guideline - Department of Health Complaints Manage ment Policy . The NSW Health Incident Management Policy outlines incidents which require a RIB. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au

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