nsw health complaints management policy

1.2 Scope Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. 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. 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. 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. Your request will be escalated internally to an appropriate person for review and response. 2 0 obj <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. We are committed to managing customer expectations and assisting them to an outcome for their complaint. The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Any incident or injury affecting a staff member is entered separately as a worker specific incident. Play your part in protecting the health and safety of the NSW Community. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: Complaints process What to expect when making a complaint. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) The identity of the complainant may be revealed (or become apparent) where we need to provide information about the complaint to investigate and resolve it. We resolve complaints quickly and flexibly. or call 1800 043 159 for further information. Provide these resources after speaking with a family to help explain the NSW Health incident management process. Customer Engagement Framework and Strategies, Resolving concerns about your health care, Prosecuting complaints about registered practitioners, Frequently Asked Questions - Health Consumers, Covid-19 and Covid-19 vaccines - best advice. The following legislation is also essential to the Commission's work: On 21 October 2020, the Parliament of NSW passed the Health Legislation (Miscellaneous Amendments) Bill 2020, which largely commenced on the date of assent on 27 October 2020. The Commission was established under the Health Care Complaints Act 1993. %PDF-1.7 YeP&VD&0* }J The Act defines the scope of the Commissions work. %PDF-1.6 % \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w <> Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Health Practitioner Regulation National Law (NSW), non-registered health practitioner Code of Conduct, Information in a language other than English. "HxsRy,*!sVdr3L;4Kf$(d_6 58 0 obj <> endobj Procurement-related complaints also have a separate process. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents . 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. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. 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; 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. 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. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. Related Policies of the Complaint Management Policy (PD2006_073). There are six key principles that underpin our complaints handling processes. 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. 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. NSW Health policy documents 2. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. There were more than 250 resolutions conducted in 2021-22. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. The CEC has consulted with radiation experts. endstream endobj 1097 0 obj <. the Commission, who can initiate an "own . (39.9% increase from previous year). Sydney NSW 2000. Policy documents; Disclosure log; Government contracts register . 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. 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 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. 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, 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. Consumer Complaints Management . 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 Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. The office is located close to Central Station and is accessible by wheelchair. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. g`$X/# L? hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 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 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 . This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. K}CWb12E`6agL@FJd@'blXR Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St communicate with them through their preferred method and, where required, through their preferred representative. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. %%EOF An unresolved complaint escalated either within or outside of our organisation. 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. endobj Ph: (02) 9219 7444 a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . We cant always provide the solution the customer would like. Meet Madi and explore the technology . Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . 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. endobj 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. Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly, or implicitly, to or about us, about our services or complaint handling where a response is not necessarily expected or required. Complaining to or about DCS is free. Email: hccc@hccc.nsw.gov.au We protect the identity of people making complaints where it is practical and appropriate to do so. endobj Information in other languages There are three key types of policy documents that apply to SESLHD, with further details on this page below. 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 <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> 3 0 obj 1096 0 obj <> endobj 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: 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 . This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. 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. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H stream The Commission was established under the Health Care Complaints Act 1993. % a health service provider or other concerned person. SESLHD policy documents 3. urY eAZA[Rn[&2+IIMPCvT We address each complaint with integrity and in an equitable, objective, and unbiased manner. Amendments relevant to the work of the Commission include: Further information about these changes is available her. 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. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. % The legal compendium is primarily intended for use by NSW Health entities. 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. 3l Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Sydney NSW 2000. An overview of the complaints management process is provided below. 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. 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. You may be trying to access this site from a secured browser on the server. Prosecuting complaints about registered practitioners Policy Number 2.015 Policy Function Leadership and Management . Use the templates below for incidents notified from 14 December 2020 onwards. You can track the progress of your complaint online. You may be trying to access this site from a secured browser on the server. )D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. All complaints must be made in writing and we aim to assess complaints within 60 days. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. This policy is not meant to apply to statutory internal reviews. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - The latest issue of T4L Kids is all about sports. Expression of dissatisfaction made to or about us, related to our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. treating everyone with respect, including people who make complaints, understanding and complying with this policy, our complaint handling procedures and any local rules or guidelines that apply to their work or legislative requirements. *X !.3 IzV.AcD{%T?+u4Z7A}ZSD.10~;yW hk9;a59+jYVpb`0%NSoHV]:vd2EI}TE9|%D VNLTM:RFQr*Wf-5u`iU(uM'^9X"&Z$K,/ ;BdV)I$lE Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au At DCS, all staff need to commit to our six Customer Service Commitments: We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. a staff complaint about another staff member relating to a range of concerns . We also ensure that if the customer is not happy with the outcome of our internal review, we inform the customer of the steps they need to take to make a complaint to the NSW Ombudsman or to the NSW Civil and Administrative Tribunal (NCAT) where the complaint relates to a decision that NCAT has jurisdiction to review. When similar complaints are made by people who are related, for example, family members or business associates, we will try to arrange to communicate with a single representative of the group. Contents . Our commitment is that we will acknowledge a complaint within four (4) working days of receipt and will communicate the resolution to the person making the complaint within 20 working days of receipt of their complaint. 0 In some cases, customers have a statutory right to seek an internal review, for example, under section 55 of the Privacy and Personal Information Protection Act. Healthdirect Australia Clinical Governance Framework 2012 Please enable scripts and reload this page. stream Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. x[[o~@\x+nw4M-Q7R-*b3w0~p+c\l?&R2}v]6gef67kT7i]?5stpTUt 7kt.~6/q0&o??(uh>kC9;`=$__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? 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 Participate in improving health service delivery in NSW through effective . The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). Of these, 52% were conducted in rural and regional NSW. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . 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. Consult with stakeholders and actively seek feedback to improve our processes. 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. Your rating will help us improve the website. 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. 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. An early response indicates that you are taking the concerns seriously. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. of resolutions that proceeded were resolved or partially resolved. 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 . Our principles direct us to have clear processes and procedures. NSW Department of Health. !wy4doHVt_BUU]#oy!I>VCn{). There's only one that was commissioned . 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. 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 . Internal review is a process that examines the decision made by the business unit. Definitions We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. their likely involvement in the complaint resolution process. hb```Vk!10plLe( Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. <> zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. 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