nsw health complaints management policy

nsw health complaints management policy

hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. There are three key types of policy documents that apply to SESLHD, with further details on this page below. Does a practitioner have to see a patient? We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. /Filter /FlateDecode advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H Participate in improving health service delivery in NSW through effective . endstream endobj startxref 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. Please enable scripts and reload this page. 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; requests for explanation of policies, procedures, and decisions. 2 Contents . Complaint Management Guidelines 2006. +RfAH3q00 c Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. We enhance accessibility for people making complaints and/or their representatives. stream 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. Your rating will help us improve the website. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. 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. 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 . hWn9>((%m[u==]$MMC(RO As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. 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. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! Summary. Complaints Manage ment Policy . <> Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. %PDF-1.6 % Does a practitioner have to see a patient? 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. 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. 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. ^6)jI.R&>;FV > NSW Health is strengthening the way it responds to serious incidents. Any incident or injury affecting a staff member is entered separately as a worker specific incident. 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. The legal compendium is primarily intended for use by NSW Health entities. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. 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. 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. endobj TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. The project reviewed research on good complaints management, surveyed 53 health care %PDF-1.7 You may be trying to access this site from a secured browser on the server. 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. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Secretary, NSW Ministry of Health and Chief Executives . SYDNEY NSW 2000 . There were more than 250 resolutions conducted in 2021-22. Check your reaction - It is natural to . `03p Visitors should also be aware of the general disclaimer applicable to this site.. implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Objective and purpose 4 . 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 means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. Non-registered Health Practitioners Use this advice for radiation incidents which require a RIB. 4 0 obj This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Inquiries are usually made by telephone or email. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - 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 . Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. 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. A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. or call 1800 043 159 for further information. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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 Your request will be escalated internally to an appropriate person for review and response. All complaints must be made in writing and we aim to assess complaints within 60 days. Phone: +61 2 9322 7000 Email: [email protected] Meet Madi and explore the technology . 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. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. Discover the changes in this two-minute explainer. 1.2 Scope We are committed to managing customer expectations and assisting them to an outcome for their complaint. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . 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. An early response indicates that you are taking the concerns seriously. 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. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. 2. Healthdirect Australia Clinical Governance Framework 2012 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. Australia . 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. 4 0 obj Toll free (NSW) 1800 043 159 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 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. Use this advice for radiation incidents which require a RIB. 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. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. Complaining to or about DCS is free. 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. recognising good complaint handling by staff. Amendments relevant to the work of the Commission include: Further information about these changes is available her. This policy is not meant to apply to statutory internal reviews. hb```Vk!10plLe( Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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 Access legislation via NSW Health Legal compendium. -H30tYec`?Uv V0x Related Policies of the Complaint Management Policy (PD2006_073). hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. 561 endstream endobj 2405 0 obj <>stream We address each complaint with integrity and in an equitable, objective, and unbiased manner. 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. [email protected] Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Email: [email protected] The framework and strategies pursued under the framework fulfil the Commission's commitment to: Inform stakeholders about our role and services by strengthening our channels of communication. Policy Number 2.015 Policy Function Leadership and Management . The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties.

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