nsw health complaints management policy

Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. 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. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Of these, 52% were conducted in rural and regional NSW. 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. 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 The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 2 0 obj 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. Procurement-related complaints also have a separate process. %%EOF There's only one that was commissioned . Healthdirect Australia Clinical Governance Framework 2012 Toll free (NSW) 1800 043 159 Use this advice for radiation incidents which require a RIB. The Commission was established under the Health Care Complaints Act 1993. 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. Consumer Complaints Management . NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . NSW Health policy documents 2. Definitions 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. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. Access legislation via NSW Health Legal compendium. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. g`$X/# L? 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. 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. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. You may be trying to access this site from a secured browser on the server. Your rating will help us improve the website. Please enable scripts and reload this page. We address each complaint with integrity and in an equitable, objective, and unbiased manner. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health %PDF-1.6 % All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) endstream endobj startxref Policy documents; Disclosure log; Government contracts register . Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. 3 0 obj The latest issue of T4L Kids is all about sports. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. 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. 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. The Code also informs consumers what they can expect from relevant health organisations and their employees. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. You can track the progress of your complaint online. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Internal review is a process that examines the decision made by the business unit. $#0(r6P$%O I4EKxO ```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 561 Use the templates below from 14 December 2020 onwards. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. Policy documents applicable to the NSW Health system. 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. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Complaining to or about DCS is free. Participate in improving health service delivery in NSW through effective . We protect the identity of people making complaints where it is practical and appropriate to do so. 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 Act defines the scope of the Commission's work. The Health Care Complaints Commission is an . Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. 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. 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. 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. <> Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). a staff complaint about another staff member relating to a range of concerns . NSW Health is strengthening the way it responds to serious incidents. Inquiries are usually made by telephone or email. 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. Our principles direct us to have clear processes and procedures. or call 1800 043 159 for further information. 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. Contents . K}CWb12E`6agL@FJd@'blXR On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 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. 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. 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. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. All complaints must be made in writing and we aim to assess complaints within 60 days. Legislation. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. +RfAH3q00 c On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. Visitors should also be aware of the general disclaimer applicable to this site.. 1. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. 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. The project reviewed research on good complaints management, surveyed 53 health care Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. 1 0 obj T"ii( SESLHD policy documents 3. 2. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. 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 . zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . 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.
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