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. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Complaint Management Guidelines 2006. We enhance accessibility for people making complaints and/or their representatives. 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. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . endstream endobj 1097 0 obj <. a parent or guardian of the person or child concerned. 3l Your request will be escalated internally to an appropriate person for review and response. Provide these resources after speaking with a family to help explain the NSW Health incident management process. hWn9>((%m[u==]$MMC(RO \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w 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. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. Complaints Manage ment Policy . SYDNEY NSW 2000 . implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. 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. endstream endobj startxref There were more than 250 resolutions conducted in 2021-22. 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. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. Source: NSW Health Complaints Management PD2020_013 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. Ph: (02) 9219 7444 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. endobj endobj Email: hccc@hccc.nsw.gov.au Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. Your rating will help us improve the website. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. The Act defines the scope of the Commissions work. 4 0 obj Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). 0 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. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. 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. 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: /Length 5 0 R 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. Participate in improving health service delivery in NSW through effective . We resolve complaints quickly and flexibly. 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. Toll free (NSW) 1800 043 159 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. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. The Commission deals with complaints about all health services and providers in NSW including: Health Organisations such as public and private hospitals, medical centres, imaging and radiation services. Policy. Sydney NSW 2000. Related Policies of the Complaint Management Policy (PD2006_073). Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . 58 0 obj <> endobj Legislation. NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. T"ii( hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. 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. 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. 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. 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. %PDF-1.7 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 Summary. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H !wy4doHVt_BUU]#oy!I>VCn{). joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . 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. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. stream The CEC has consulted with radiation experts. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St a staff complaint about another staff member relating to a range of concerns . 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. Internal review is a process that examines the decision made by the business unit. SESLHD policy documents 3. K}CWb12E`6agL@FJd@'blXR ^6)jI.R&>;FV > Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. We deal with complaints about health service providers in NSW. 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. Anyone may represent a person, with their consent (e.g. hb```Vk!10plLe( The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. 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. %PDF-1.6 % 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. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. 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. Staff may use this complaint management process when complaining on behalf of the patient/consumer. their likely involvement in the complaint resolution process. 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. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. Consumer Complaints Management . Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. recognising good complaint handling by staff. You can track the progress of your complaint online. 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. 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 alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. 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. Sydney NSW 2000. Complaints received 2021-22 (16.2% increase compared with 2020-21). >> An early response indicates that you are taking the concerns seriously. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Complaining to or about DCS is free. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P %PDF-1.6 % <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. 2 0 obj endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. Play your part in protecting the health and safety of the NSW Community. Email: hccc@hccc.nsw.gov.au Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. The CEC has consulted with radiation experts. Amendments relevant to the work of the Commission include: Further information about these changes is available her. Visitors should also be aware of the general disclaimer applicable to this site.. Prosecuting complaints about registered practitioners % 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. 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; 2. There's only one that was commissioned . This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. 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. endobj 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. An unresolved complaint escalated either within or outside of our organisation. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. Use this advice for radiation incidents which require a RIB. Ph: (02) 9219 7444 The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ Toll free (NSW) 1800 043 159 The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. 4 0 obj Check your reaction - It is natural to . 1096 0 obj <> endobj (39.9% increase from previous year). 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. 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 assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Definitions Please enable scripts and reload this page. 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. 1193 0 obj <>stream . We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Policy Number 2.015 Policy Function Leadership and Management . 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 . urY eAZA[Rn[&2+IIMPCvT Healthdirect Australia Clinical Governance Framework 2012 The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. 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. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. There are six key principles that underpin our complaints handling processes. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . Consult with stakeholders and actively seek feedback to improve our processes. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. 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. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. 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. %PDF-1.5 Use the templates below for incidents notified from 14 December 2020 onwards. Procurement-related complaints also have a separate process. Discover the changes in this two-minute explainer. "HxsRy,*!sVdr3L;4Kf$(d_6 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 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. Does a practitioner have to see a patient? 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. endstream endobj 2405 0 obj <>stream This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. NSW Health policy documents 2. Non-registered Health Practitioners We actively support customers to register their complaint. 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 . a health service provider or other concerned person. An overview of the complaints management process is provided below. The office is located close to Central Station and is accessible by wheelchair. 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). hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o The Commission was established under the Health Care Complaints Act 1993. The service also responds to questions from health service providers in relation to complaints. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. 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. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Information in other languages 1 Introduction 4. `03p implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. 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 However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. 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. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. 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. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. 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. %%EOF Please enable scripts and reload this page. 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 . The Act defines the scope of the Commission's work. 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. Fairness and accountability Incident Management Policy (PD2020_047) requirements started on 14 December 2020. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. Policy documents applicable to the NSW Health system. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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. %%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. <> $#0(r6P$%O I4EKxO Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. NSW Department of Health. 561 customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. ```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 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. 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 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. Any person can make a complaint, including: the person who experienced the problem. The latest issue of T4L Kids is all about sports. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . 1 0 obj This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. You may be trying to access this site from a secured browser on the server. 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. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. There are three key types of policy documents that apply to SESLHD, with further details on this page below. 103 0 obj <>stream They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive.