Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. a staff complaint about another staff member relating to a range of concerns . hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - We cant always provide the solution the customer would like. supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. 2 Contents . endstream endobj 2402 0 obj <>/Metadata 84 0 R/Outlines 160 0 R/Pages 2399 0 R/StructTreeRoot 161 0 R/Type/Catalog>> endobj 2403 0 obj <>/MediaBox[0 0 595.32 841.92]/Parent 2399 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]/XObject<>>>/Rotate 0/StructParents 0/Tabs/S/Type/Page>> endobj 2404 0 obj <>stream Ph: (02) 9219 7444 Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Complaining to or about DCS is free. Policy documents; Disclosure log; Government contracts register . YeP&VD&0* }J endobj From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. There are three key types of policy documents that apply to SESLHD, with further details on this page below. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. Discover the changes in this two-minute explainer. You can track the progress of your complaint online. Our principles direct us to have clear processes and procedures. 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. We protect the identity of people making complaints where it is practical and appropriate to do so. endobj The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. 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. Legislation. We are committed to managing customer expectations and assisting them to an outcome for their complaint. 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 report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. We address each complaint with integrity and in an equitable, objective, and unbiased manner. 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. There's only one that was commissioned . 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. 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 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. The Commission was established under the Health Care Complaints Act 1993. 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. Staff may use this complaint management process when complaining on behalf of the patient/consumer. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. 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. 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. urY eAZA[Rn[&2+IIMPCvT Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. Contents . Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. 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. $#0(r6P$%O I4EKxO Toll free (NSW) 1800 043 159 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. K}CWb12E`6agL@FJd@'blXR 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. 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. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. SESLHD policy documents 3. This policy is not meant to apply to statutory internal reviews. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Any incident or injury affecting a staff member is entered separately as a worker specific incident. 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. <> Policy Number 2.015 Policy Function Leadership and Management . advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. 0 This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. endstream endobj 2405 0 obj <>stream The Act defines the scope of the Commissions work. 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. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. 1193 0 obj <>stream 1. Access legislation via NSW Health Legal compendium. 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. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents 0 4 0 obj 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. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. %PDF-1.7 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 The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Investigations finalised in 2021-22. Non-registered Health Practitioners 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. NSW Department of Health. 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. 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). hWn9>((%m[u==]$MMC(RO Incidents Complaints and Feedback Management Policy Date: August 2018 Version: 4.0 Classification: FOUO Other relevant Healthdirect Australia documents The following policy documents are relevant to this Service Incident, Complaint and Feedback Management Policy. As a general guide, we assess each complaint on its merits and involve the appropriate DCS or agency staff, alongside the people making complaints and/or their representative, as far as possible. Summary. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. a health service provider or other concerned person. Central Coast Council P: 1300 463 954 E: ask@centralcoast.nsw.gov.au W: centralcoast.nsw.gov.au A: Wyong: 2 Hely St / PO Box 20, Wyong NSW 2259 Gosford: 49 Mann St / PO Box 21, Gosford NSW 2250 Complaints and Feedback Management Policy November 2021 Policy No: CCC 012 Policy owner: Approved by: Date of approval: Policy category: All complaints must be made in writing and we aim to assess complaints within 60 days. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Consumer Complaints Management . 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. 2 0 obj ```A1KTpd$q=ME#4i[%$l&%_&gV4mVSq c36u ?M@6@5Aa ZOL,0ZxWV_,f`66h``6 Q@.{ZM+PP A B wE 0(T@A: c`gd?E/nLzw,cvf^]1|s,/,w3O`^;vlFFv( FgIf`d0 -X 1?*NXP9(br&b`pHWV1>F H All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. endstream endobj startxref This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. Prosecuting complaints about registered practitioners Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. +RfAH3q00 c The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. Amendments relevant to the work of the Commission include: Further information about these changes is available her. 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. 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. << 1 Introduction 4. 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. ^6)jI.R&>;FV > 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. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. We actively support customers to register their complaint. 58 0 obj <> endobj They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. 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. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. SPOTLIGHT ON THE COMMISION Did you know?. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. communicate with them through their preferred method and, where required, through their preferred representative. There are six key principles that underpin our complaints handling processes. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. Policy. 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. You may be trying to access this site from a secured browser on the server. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. 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. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. There were more than 250 resolutions conducted in 2021-22. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. 561 3l the Commission, who can initiate an "own . Fairness and accountability We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Complaints received 2021-22 (16.2% increase compared with 2020-21). Complaints Manage ment Policy . The latest issue of T4L Kids is all about sports. %PDF-1.6 % Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Check your reaction - It is natural to . On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> Secretary, NSW Ministry of Health and Chief Executives . % 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. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. )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. Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . Use the templates below from 14 December 2020 onwards. Complaints process What to expect when making a complaint. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. The CEC has consulted with radiation experts. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. Related Policies of the Complaint Management Policy (PD2006_073). Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). Complaint Management Guidelines 2006. Of these, 52% were conducted in rural and regional NSW. Meet Madi and explore the technology . Objective and purpose 4 . To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. stream Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. 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; assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. %%EOF implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. 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. a parent or guardian of the person or child concerned. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. An overview of the complaints management process is provided below. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. 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. 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. 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. 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 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 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. The ability to issue a public warning in relation to a named health service provider (individual or organisation). implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. Internal review is a process that examines the decision made by the business unit. their likely involvement in the complaint resolution process. 1096 0 obj <> endobj The service also responds to questions from health service providers in relation to complaints. 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. Please enable scripts and reload this page. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. Please enable scripts and reload this page. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. %PDF-1.5 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-1.6 % Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Participate in improving health service delivery in NSW through effective . 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. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. hb```Vk!10plLe( 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. 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. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. Australia . Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Your request will be escalated internally to an appropriate person for review and response. stream 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. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. % 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, 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. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Qjns!VL@s{6L !Q" We resolve complaints quickly and flexibly. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: 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. NSW Health policy documents 2. Provide these resources after speaking with a family to help explain the NSW Health incident management process. Play your part in protecting the health and safety of the NSW Community. 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. . 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? 103 0 obj <>stream recognising good complaint handling by staff. 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. 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. endstream endobj 1097 0 obj <. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b 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.
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