urY eAZA[Rn[&2+IIMPCvT 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. 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. communicate with them through their preferred method and, where required, through their preferred representative. 58 0 obj <> endobj -H30tYec`?Uv V0x This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. 2 0 obj 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. The Health Care Complaints Commission is an . 1193 0 obj <>stream 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 The CEC has consulted with radiation experts. Check your reaction - It is natural to . 4 0 obj Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. 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. SESLHD policy documents 3. The CEC has consulted with radiation experts. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. All complaints must be made in writing and we aim to assess complaints within 60 days. YeP&VD&0* }J 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. You can track the progress of your complaint online. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. The Commission was established under the Health Care Complaints Act 1993. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Consumer Complaints Management . )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. endstream endobj 2405 0 obj <>stream Policy. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Play your part in protecting the health and safety of the NSW Community. Email: hccc@hccc.nsw.gov.au 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. Inquiries are usually made by telephone or email. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. 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. 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. 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. 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. NSW Health is strengthening the way it responds to serious incidents. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. 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. 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. 2. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. Investigations finalised in 2021-22. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. Any person can make a complaint, including: the person who experienced the problem. of resolutions that proceeded were resolved or partially resolved. We aim to resolve complaints as soon as possible and when the complaint is first made. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. The service also responds to questions from health service providers in relation to complaints. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: 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. 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 NSW Health Incident Management Policy outlines incidents which require a RIB. 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. 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. Australia . Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. Our principles direct us to have clear processes and procedures. 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 1096 0 obj <> endobj 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. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. 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. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. endstream endobj 1097 0 obj <. The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). Access legislation via NSW Health Legal compendium. 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 . "HxsRy,*!sVdr3L;4Kf$(d_6 Prosecuting complaints about registered practitioners 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. 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. 0 There are three key types of policy documents that apply to SESLHD, with further details on this page below. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. 1.2 Scope stream recognising good complaint handling by staff. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. 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: hccc@hccc.nsw.gov.au On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. 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. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Please enable scripts and reload this page. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. There were more than 250 resolutions conducted in 2021-22. Provide these resources after speaking with a family to help explain the NSW Health incident management process. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. Qjns!VL@s{6L !Q" Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. stream We enhance accessibility for people making complaints and/or their representatives. 1. Does a practitioner have to see a patient? . Incident Management Policy (PD2020_047) requirements started on 14 December 2020. The office is located close to Central Station and is accessible by wheelchair. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. We are committed to managing customer expectations and assisting them to an outcome for their complaint. Toll free (NSW) 1800 043 159 %%EOF 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 Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Consult with stakeholders and actively seek feedback to improve our processes. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H Teamwork, Culture and Person Centred Care, National Safety and Quality Health Service Standards, Healthcare Safety and Quality Capabilities, Use this guidance for interim reporting arrangements, Reportable incident brief (RIB) template (V2), Appointment of preliminary risk assessment team, Standing appointment of preliminary risk assessment team, Standing appointment of core SAER team members (V1.1), Standing appointment of safety check team, Concerns about individuals safety check, Appointment of Corporate Harm Score 1 review team, Concerns about individuals Corporate Harm Score 1 review, Changes to incident management policy terminology, Changes to policy and legislation slides for local presentation brief, Changes to policy and legislation slides for local presentation long, PRA factsheet for patients, carers and families, Process for appointment of a team for a privileged Preliminary Risk Assessment, Dedicated family contact - Role description, Dedicated family contact - Lead role description, Dedicated family contact - Factsheet for staff, Dedicated family contact - Factsheet for patients, families, and carers, Dedicated family contact - Presentation slides (Long), Dedicated family contact - Presentation slides (Short), Dedicated Family Contact Information Pack, Serious adverse event review processes (SAER), Incident management requirements Information for NUMs and MUMs, Systems analysis of clinical incidents - London Protocol, Concise Incident Analysis workbook for teams, Comprehensive Incident Analysis workbook for teams, Infographic - Serious corporate incident management, Serious corporate incident management end to end process end-to-end process, Serious corporate incident management processes slides for local presentation, Serious corporate incident management - Staff factsheet, What to expect when a serious incident occurs summary (English), What to expect when a serious incident occurs summary (Arabic), What to expect when a serious incident occurs summary (Chinese Simplified), What to expect when a serious incident occurs summary (Chinese, What to expect when a serious incident occurs summary (Greek), What to expect when a serious incident occurs summary (Hindi), What to expect when a serious incident occurs summary (Italian), What to expect when a serious incident occurs summary (Korean), What to expect when a serious incident occurs summary (Spanish), What to expect when a serious incident occurs summary (Filipino), What to expect when a serious incident occurs summary (Vietnamese), What to expect when a serious incident occurs booklet, Seclusion and Restraint in NSW Health Settings (PD2020_004), Managing Child Related Allegations, Charges and Convictions Against NSW Health Staff (PD2020_044), Complaint Management Guidelines (GL2020_008), Coroners Cases and the Coroner's Act 2009 (PD2010_054), Corrupt Conduct Reporting to the Independent Commission Against Corruption (ICAC) (PD2016_029), Data collections Disclosure of unit record data held for research or management of Health Services (PD2015_037), Death - Management of a Sudden Unexpected Death in Infancy (PD2019_035), Electronic Information Security Policy NSW Health (PD2020_046), Injury Management and Return to Work (PD2022_002), Investigation, Review and Reporting of Perinatal Deaths (PD2022_026), Managing Complaints and Concerns About Clinicians (PD2018_032), Medication Medication Handling (PD2022_032), New South Wales Health Services Functional Area Supporting Plan (NSW HEALTHPLAN) (PD2014_012), NSW Health Patient Safety and Clinical Quality Program (PD2005_608), Reporting of Maternal Deaths to the NSW Clinical Excellence Commission (PD2021_006), Enterprise-wide Risk Management (PD2022_023), Significant Legal Matters and Management of Legal Services (PD2017_003), Working with Children Checks and Other Police Checks (PD2019_003), Work Health and Safety: Better Practice Procedures (PD2018_013), Guidance for using Incident Decision Tree, Health Administration Amendment (Serious Adverse Event Reviews) Regulation 2020, Health Records and Information Privacy Act 2002, Health Records and Information Privacy Regulation 2017, Privacy and Personal Information Protection Act 1998, Private Health Facilities Regulation 2017. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Discover the changes in this two-minute explainer. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. 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. a parent or guardian of the person or child concerned. Title change. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . requests for explanation of policies, procedures, and decisions. 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 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. $#0(r6P$%O I4EKxO Policy Number 2.015 Policy Function Leadership and Management . % NSW Health policy documents 2. Meet Madi and explore the technology . Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. Secretary, NSW Ministry of Health and Chief Executives .