nsw health complaints management policy

• 8 September 2023

Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . About us - NSW Health Care Complaints Commission As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. PDF Enterprise-wide Risk Management - health.nsw.gov.au NSW Health policy documents 2. Procurement-related complaints also have a separate process. 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 prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). Any incident or injury affecting a staff member is entered separately as a worker specific incident. Use this advice for radiation incidents which require a RIB. Does a practitioner have to see a patient? The office is located close to Central Station and is accessible by wheelchair. 58 0 obj <> endobj On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. You can track the progress of your complaint online. % Policy. a health service provider or other concerned person. Sydney NSW 2000. endobj We are committed to managing customer expectations and assisting them to an outcome for their complaint. Your rating will help us improve the website. All complaints must be made in writing and we aim to assess complaints within 60 days. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. *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 PDF Compliance Management Framework - pathology.health.nsw.gov.au Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. ^6)jI.R&>;FV > 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. Use this advice for radiation incidents which require a RIB. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. recognising good complaint handling by staff. Internal review is a process that examines the decision made by the business unit. We deal with complaints about health service providers in NSW. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. Ph: (02) 9219 7444 their likely involvement in the complaint resolution process. The service also responds to questions from health service providers in relation to complaints. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Complaints: Management of a Complaint or Concern about a Clinician - YUMPU Prevention and Management of Workplace Bullying in NSW Health Incident Management Policy (PD2020_047) requirements started on 14 December 2020. supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. 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 . Management and outcomes of health practitioner complaints in Australia )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. 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. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. the Commission, who can initiate an "own . PDF Consumer Complaints Management - justicehealth.nsw.gov.au SPOTLIGHT ON THE COMMISION Did you know?. 1 Introduction 4. 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? % On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. 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. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Complaints | NSW Government The Health Care Complaints Commission is an . 2 0 obj endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Please enable scripts and reload this page. 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 and evaluation of complaint data as directed by management. Operational guidance and procedures manuals to support compliance by public health organisations. T"ii( Anyone may represent a person, with their consent (e.g. YeP&VD&0* }J 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. This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. 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 This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . 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. Consumer Complaints Management . 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. urY eAZA[Rn[&2+IIMPCvT Policy documents applicable to the NSW Health system. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St %%EOF 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 About the Commission - NSW Health Care Complaints Commission xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Email: hccc@hccc.nsw.gov.au Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. hWn9>((%m[u==]$MMC(RO Discover the changes in this two-minute explainer. !wy4doHVt_BUU]#oy!I>VCn{). The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. 3l requests for explanation of policies, procedures, and decisions. SESLHD policy documents 3. 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. Complaint handling policy | NSW Government 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. Provide these resources after speaking with a family to help explain the NSW Health incident management process.

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