nsw health complaints management policy

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. 1 0 obj 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. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. <> 1. 3l zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. 0 NSW Health policy documents 2. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Staff may use this complaint management process when complaining on behalf of the patient/consumer. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. Any person can make a complaint, including: the person who experienced the problem. Policy. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. 1 Introduction 4. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. 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. ethical, internal control, complaints management, Work Health and Safety, records management and policy frameworks Oversee and lead expert, timely, comprehensive and solutions-focused legal services and advice and facilitate legal solutions . We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. READ ACKNOWLEDGEMENT There were more than 250 resolutions conducted in 2021-22. 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. 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. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. 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. Sydney NSW 2000. recognising good complaint handling by staff. 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. % 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. Toll free (NSW) 1800 043 159 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. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. 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: Non-registered Health Practitioners 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. ```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 Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Policy documents; Disclosure log; Government contracts register . 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. Internal review is a process that examines the decision made by the business unit. The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. 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. 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. Contents . Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Toll free (NSW) 1800 043 159 Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. 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. Source: NSW Health Complaints Management PD2020_013 We deal with complaints about health service providers in NSW. %%EOF 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. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. This policy is not meant to apply to statutory internal reviews. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Legislation. We aim to resolve complaints as soon as possible and when the complaint is first made. NSW Health is strengthening the way it responds to serious incidents. 2 Contents . The office is located close to Central Station and is accessible by wheelchair. Use this advice for radiation incidents which require a RIB. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc The complaint management framework for NSW Health is underpinned by the following commitments, endorsed across the whole of NSW Government: 2.1.1 Respectful Treatment NSW Health staff will treat people who make a complaint with courtesy and respect and in accordance with this Policy. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. enable complaints and make it easy for customers to register a complaint or feedback, respond to complaints quickly and keep the customer informed, are objective and fair, and no customer is disadvantaged by lodging a complaint, ensure confidentiality where this is practical and appropriate. SPOTLIGHT ON THE COMMISION Did you know?. The ability to issue a public warning in relation to a named health service provider (individual or organisation). This policy underpins our commitment to acknowledge, investigate and respond to customer complaints and feedback, and to be open to opportunities to improve our systems and service. 1.2 Scope It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b %PDF-1.7 of resolutions that proceeded were resolved or partially resolved. 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. We actively support customers to register their complaint. !wy4doHVt_BUU]#oy!I>VCn{). Healthdirect Australia Clinical Governance Framework 2012 Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. The NSW Health Incident Management Policy outlines incidents which require a RIB. 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. The legal compendium is primarily intended for use by NSW Health entities. 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. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. The office is located close to Central Station and is accessible by wheelchair. Email: hccc@hccc.nsw.gov.au 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 (39.9% increase from previous year). However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. Any incident or injury affecting a staff member is entered separately as a worker specific incident. 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 Commission, who can initiate an "own . The Commission's Inquiry Service handles inquiries from people who are concerned about the quality of the health care provided to them or to a family member or friend. 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. requests for explanation of policies, procedures, and decisions. % Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Sydney NSW 2000. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. 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). Definitions Your request will be escalated internally to an appropriate person for review and response. 58 0 obj <> endobj Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au Use the templates below for incidents notified from 14 December 2020 onwards. 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 . 0 The Act defines the scope of the Commissions work. Use the templates below from 14 December 2020 onwards. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. The Act defines the scope of the Commission's work. No matter the outcome, we will always explain our decisions and ensure the customer understands the options they may have for a review of our decisions. 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 . 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. Information in other languages 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. 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 To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. We enhance accessibility for people making complaints and/or their representatives. hWn9>((%m[u==]$MMC(RO There's only one that was commissioned . Procurement-related complaints also have a separate process. An early response indicates that you are taking the concerns seriously. The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. Operational guidance and procedures manuals to support compliance by public health organisations. their likely involvement in the complaint resolution process. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. Please enable scripts and reload this page. Use this advice for radiation incidents which require a RIB. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. 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 Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. You may be trying to access this site from a secured browser on the server. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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 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 Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Inquiries are usually made by telephone or email. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. 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. Participate in improving health service delivery in NSW through effective . Access legislation via NSW Health Legal compendium. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: 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. The Commission was established under the Health Care Complaints Act 1993. endobj 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. . joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . The CEC has consulted with radiation experts. 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. 3 0 obj <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> 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 Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Of these, 52% were conducted in rural and regional NSW. 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. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P 561 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. 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. We cant always provide the solution the customer would like. urY eAZA[Rn[&2+IIMPCvT 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. 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. 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. or call 1800 043 159 for further information. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. You can track the progress of your complaint online. 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. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy 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; The service also responds to questions from health service providers in relation to complaints. "HxsRy,*!sVdr3L;4Kf$(d_6 /Length 5 0 R 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. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. 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.
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