2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. 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 An overview of the complaints management process is provided below. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. Our principles direct us to have clear processes and procedures. You may be trying to access this site from a secured browser on the server.
Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Definitions The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: hb```Vk!10plLe( There are six key principles that underpin our complaints handling processes. 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. 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 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. endstream
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1.2 Scope 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. their likely involvement in the complaint resolution process. Complaining to or about DCS is free. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. An unresolved complaint escalated either within or outside of our organisation. 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. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au Fairness and accountability Notify incidents in the new ims+ incident management system. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. Check your reaction - It is natural to . 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. All complaints must be made in writing and we aim to assess complaints within 60 days. Inquiries are usually made by telephone or email. Use this advice for radiation incidents which require a RIB. hb```f``e`e`` @1V
7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. Prosecuting complaints about registered practitioners We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. The NSW Health Incident Management Policy outlines incidents which require a RIB. The Health Care Complaints Commission is an . Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health 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. . assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. An early response indicates that you are taking the concerns seriously. endstream
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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. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. 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. Legislation. We deal with complaints about health service providers in NSW. a parent or guardian of the person or child concerned. /Filter /FlateDecode endstream
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<. We resolve complaints quickly and flexibly. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. Toll free (NSW) 1800 043 159
The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. 2 0 obj
NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. or call 1800 043 159 for further information. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. When a complaint is made however, managers must consider whether action is also required in accordance with other policies and guidelines as set out in 10. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Policy documents; Disclosure log; Government contracts register . The Guidelines aim to ensure that identified risks arising from complaints are managed appropriately, that the issues of the person making a complaint are addressed satisfactorily, that effective action is taken to improve service provided to consumers, and that NSW Health staff are supported. %%EOF
We acknowledge the Traditional Custodians of the land on which we work and live, the Gadigal people of the Eora Nation, and recognise their continuing connection to land, water and community. %
Summary. 0
)D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F
cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. 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. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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. 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 . requests for explanation of policies, procedures, and decisions. Complaints process What to expect when making a complaint. 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. 0yVeV)P
BV@%8&oKX}K63mqCSxwk/Q:Q. Internal review is a process that examines the decision made by the business unit. Secretary, NSW Ministry of Health and Chief Executives . Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. 0
A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. YeP&VD&0* }J public interest disclosures made by our staff, responses to requests for feedback about the standard of our service provision, reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response, an expression of concern or opinion, where a response or resolution is not explicitly or implicitly expected, a merits review request, made in pursuit of a statutory right, requests for the provision of services and assistance. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Related Policies of the Complaint Management Policy (PD2006_073). The Code also informs consumers what they can expect from relevant health organisations and their employees. Participate in improving health service delivery in NSW through effective . However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. The Commission was established under the Health Care Complaints Act 1993. This policy allows our staff to take responsibility for helping customers make a complaint, provide feedback, or offer suggestions about service improvements through fair, accessible, and transparent processes. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. 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. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. The CEC has consulted with radiation experts. Operational guidance and procedures manuals to support compliance by public health organisations. The CEC has consulted with radiation experts. urY eAZA[Rn[&2+IIMPCvT endstream
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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 legal compendium is primarily intended for use by NSW Health entities. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. xJ@[Ifwg@)h[EP1i
I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P 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. Use the templates below for incidents notified from 14 December 2020 onwards. Policy. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b
Of these, 52% were conducted in rural and regional NSW. 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. 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. 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. Toll free (NSW) 1800 043 159
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It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. 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. 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. Email: hccc@hccc.nsw.gov.au
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 . 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. 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. 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. Qjns!VL@s{6L !Q" `03p This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. 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: Complaints received 2021-22 (16.2% increase compared with 2020-21). Source: NSW Health Complaints Management PD2020_013 Visitors should also be aware of the general disclaimer applicable to this site.. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . %
561 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. We actively support customers to register their complaint. Does a practitioner have to see a patient? NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice.
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