Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. 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. 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. As a general guide, we assess each complaint on its merits and involve the appropriate DCS or agency staff, alongside the people making complaints and/or their representative, as far as possible. The Health Care Complaints Commission is an . the Commission, who can initiate an "own . NSW Department of Health. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. The Code also informs consumers what they can expect from relevant health organisations and their employees. 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. 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. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. Complaining to or about DCS is free. Please enable scripts and reload this page. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! The project reviewed research on good complaints management, surveyed 53 health care Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. Use the templates below for incidents notified from 14 December 2020 onwards. Contents . ^6)jI.R&>;FV > %PDF-1.6 % NSW Health is strengthening the way it responds to serious incidents. 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. 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. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. 1.2 Scope communicate with them through their preferred method and, where required, through their preferred representative. 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 . An overview of the complaints management process is provided below. 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. Email: [email protected] Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . SPOTLIGHT ON THE COMMISION Did you know?. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> There's only one that was commissioned . 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. %PDF-1.5 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. 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. Fairness and accountability A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. NSW Health policy documents 2. The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). Your request will be escalated internally to an appropriate person for review and response. 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 Does a practitioner have to see a patient? 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. The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. or call 1800 043 159 for further information. We address each complaint with integrity and in an equitable, objective, and unbiased manner. )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. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. An unresolved complaint escalated either within or outside of our organisation. Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . The Act defines the scope of the Commissions work. Your rating will help us improve the website. 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. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. >> 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. Inquiries are usually made by telephone or email. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. YeP&VD&0* }J 2 0 obj endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Email: [email protected] Policy documents applicable to the NSW Health system. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. Policy documents; Disclosure log; Government contracts register . Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. 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. The Act defines the scope of the Commission's work. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w 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. 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. Investigations finalised in 2021-22. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. The Commission was established under the Health Care Complaints Act 1993. 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. 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. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) endstream endobj 1097 0 obj <. Internal review is a process that examines the decision made by the business unit. NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. 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. 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. READ ACKNOWLEDGEMENT We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. <> We resolve complaints quickly and flexibly. endstream endobj 2405 0 obj <>stream This policy is not meant to apply to statutory internal reviews. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. 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. Sydney NSW 2000. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. 0 This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. Qjns!VL@s{6L !Q" 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 2. 1193 0 obj <>stream The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: Consult with stakeholders and actively seek feedback to improve our processes. g`$X/# L? We also expect that the services we provide will be conducted in an ethical and transparent manner and that our staff comply with the values and obligations of both the DCS Code of Ethics and Conduct and our Conflict of Interest Policy. Incidents Complaints and Feedback Management Policy Date: August 2018 Version: 4.0 Classification: FOUO Other relevant Healthdirect Australia documents The following policy documents are relevant to this Service Incident, Complaint and Feedback Management Policy. ```A1KTpd$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 endobj stream Objective and purpose 4 . $#0(r6P$%O I4EKxO 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. There are three key types of policy documents that apply to SESLHD, with further details on this page below. 0 Australia . 1 Introduction 4. 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 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.

Should I Send My Child Back To School Netmums, Everquest Ldon Points, Former Fox 6 Milwaukee Meteorologists, Victoria Police Enterprise Agreement 2021, Articles N