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. Title change. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. endobj their likely involvement in the complaint resolution process. Consult with stakeholders and actively seek feedback to improve our processes. Contents . hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 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. 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. requests for explanation of policies, procedures, and decisions. The Health Care Complaints Commission is an . treating everyone with respect, including people who make complaints, understanding and complying with this policy, our complaint handling procedures and any local rules or guidelines that apply to their work or legislative requirements. of resolutions that proceeded were resolved or partially resolved. 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. Anyone may represent a person, with their consent (e.g. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. 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. 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. 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. Please enable scripts and reload this page. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - 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. Information in other languages 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 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. We deal with complaints about health service providers in NSW. 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. endobj Check your reaction - It is natural to . PDF Complaints Management Policy - Deloitte Revealed: the 'buried' Powerhouse Museum report that could have stopped This Policy and Procedures provides guidance on the key concepts of the complaint management procedures to Public Service Commission (PSC) staff and those people who wish to make a complaint. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. ^6)jI.R&>;FV > << Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. You can track the progress of your complaint online. We enhance accessibility for people making complaints and/or their representatives. Prosecuting complaints about registered practitioners /Length 5 0 R Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Visitors should also be aware of the general disclaimer applicable to this site.. Who can make a complaint? - NSW Health Care Complaints Commission However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. PDF Complaint Management Policy and Procedures - NSW Public Service Commission Complaint Management Guidelines 2006. 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 >> Staff may use this complaint management process when complaining on behalf of the patient/consumer. A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. g`$X/# L? endstream endobj 2405 0 obj <>stream 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 . Policies and procedures - Publications - Ministry of Health or call 1800 043 159 for further information. 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. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . There's only one that was commissioned . We aim to resolve complaints as soon as possible and when the complaint is first made. 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. PDF Complaints and Feedback Management Policy Tips for local complaints management - NSW Health Care Complaints YeP&VD&0* }J 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. Amendments relevant to the work of the Commission include: Further information about these changes is available her. Non-registered Health Practitioners ```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 Use the templates below for incidents notified from 14 December 2020 onwards. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. This means that, regardless of the channel the customer has used to register their complaint, we always need to acknowledge a complaint once it has been made and refer it to the appropriate agency or DCS team in a timely manner. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. 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. %PDF-1.6 % 2 0 obj The Act defines the scope of the Commissions work. <> Consumer Complaints Management . (39.9% increase from previous year). 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. The project reviewed research on good complaints management, surveyed 53 health care This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. We actively support customers to register their complaint. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au <> Policy documents applicable to the NSW Health system. a parent or guardian of the person or child concerned. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! The Commission was established under the Health Care Complaints Act 1993. Play your part in protecting the health and safety of the NSW Community. PDF Policy Directive Complaints Management - Ministry of Health Policy Number 2.015 Policy Function Leadership and Management . The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. the Commission, who can initiate an "own . 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. 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 K}CWb12E`6agL@FJd@'blXR hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! 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. Complaints Handling - education.nsw.gov.au 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. New Technology 4 Learning resources now available 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. Complaints | NSW Government Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. The Commission was established under the Health Care Complaints Act 1993. % About the Commission - NSW Health Care Complaints Commission The Act defines the scope of the Commission's work. 561 Use this advice for radiation incidents which require a RIB. 4 0 obj In some cases, customers have a statutory right to seek an internal review, for example, under section 55 of the Privacy and Personal Information Protection Act. 2. endstream endobj startxref SESLHD policy documents 3. 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. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . PDF Enterprise-wide Risk Management - health.nsw.gov.au About us - NSW Health Care Complaints Commission NSW Department of Health. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Email: hccc@hccc.nsw.gov.au xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. 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. It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. are responsible for: Providing overall direction for the policy, procedures and management of bullying complaints Ensuring that the mandatory standards outlined in NSW Health policy are implemented Monitoring the performance of bullying prevention and management strategies. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc Please enable scripts and reload this page. stream 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. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. 4 0 obj The CEC has consulted with radiation experts. hWn9>((%m[u==]$MMC(RO NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Email: hccc@hccc.nsw.gov.au Of these, 52% were conducted in rural and regional NSW. Your request will be escalated internally to an appropriate person for review and response. 1096 0 obj <> endobj You may be trying to access this site from a secured browser on the server. communicate with them through their preferred method and, where required, through their preferred representative. 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. Use the templates below from 14 December 2020 onwards. 1 Introduction 4. 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. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . Incident management policy resources - Ministry of Health % The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. Understanding Complaints - NSW Health Care Complaints Commission The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. Does a practitioner have to see a patient? Legislation - NSW Health Care Complaints Commission This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. Policy. Any person can make a complaint, including: the person who experienced the problem. Qjns!VL@s{6L !Q" Participate in improving health service delivery in NSW through effective . We address each complaint with integrity and in an equitable, objective, and unbiased manner. 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. Consumer feedback - Clinical Excellence Commission - Ministry of Health NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. Summary. 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. Privacy Management Plan - Patient privacy - health.nsw.gov.au 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. 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. 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. SPOTLIGHT ON THE COMMISION Did you know?. $#0(r6P$%O I4EKxO 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: Procurement-related complaints also have a separate process. An overview of the complaints management process is provided below. PDF Complaint Management Guidelines - NSW Government There are three key types of policy documents that apply to SESLHD, with further details on this page below. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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? Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Meet Madi and explore the technology . Sydney NSW 2000. The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). 103 0 obj <>stream Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H 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. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. PDF Please note that the following document was created by The Australian Complaining to or about DCS is free. 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. 58 0 obj <> endobj . 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. Toll free (NSW) 1800 043 159 The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. There are six key principles that underpin our complaints handling processes. endstream endobj 1097 0 obj <. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. *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 %%EOF 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. 0 The Code also informs consumers what they can expect from relevant health organisations and their employees. Of these, 52% were conducted in rural and regional NSW. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. 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 NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties.