PDF Consumer Feedback Management - Sydney Children's Hospital This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. 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. 0 We resolve complaints quickly and flexibly. Title change. PDF Compliance Management Framework - pathology.health.nsw.gov.au Consumer feedback - Clinical Excellence Commission - Ministry of Health endobj %%EOF reporting publicly on our complaint handling, providing adequate support and direction to key staff responsible for handling complaints, regularly reviewing reports about complaint trends and issues arising from complaints, encouraging staff to make recommendations for system improvements, recognising good complaint handling by staff. 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. T"ii( PDF Complaints Procedure RTO Number 90198 - slhd.nsw.gov.au Customer Engagement Framework and Strategies - NSW Health Care Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . PDF Incident, Complaints and Feedback Management Policy Any person can make a complaint, including: the person who experienced the problem. Prevention and Management of Workplace Bullying in NSW Health Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. The legal compendium is primarily intended for use by NSW Health entities. 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. 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. 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. . communicate with them through their preferred method and, where required, through their preferred representative. Does a practitioner have to see a patient? the Commission, who can initiate an "own . We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. a staff complaint about another staff member relating to a range of concerns . The CEC has consulted with radiation experts. Legislation - NSW Health Care Complaints Commission 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. 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. "HxsRy,*!sVdr3L;4Kf$(d_6 Provide these resources after speaking with a family to help explain the NSW Health incident management process. endstream endobj 2405 0 obj <>stream The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: K}CWb12E`6agL@FJd@'blXR 1.2 Scope )D,02a7bmAMLI5Ej(j! 4h$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. Anyone may represent a person, with their consent (e.g. 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. Source: NSW Health Complaints Management PD2020_013 Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. The project reviewed research on good complaints management, surveyed 53 health care The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). `03p We enhance accessibility for people making complaints and/or their representatives. stream Amendments relevant to the work of the Commission include: Further information about these changes is available her. We aim to resolve complaints as soon as possible and when the complaint is first made. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. 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. 1. 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 Prevention and Management of Unacceptable Workplace Behaviours in NSW 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. This means that, regardless of the channel the customer has used to register their complaint, we always need to acknowledge a complaint once it has been made and refer it to the appropriate agency or DCS team in a timely manner. 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. 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. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. YeP&VD&0* }J Use this advice for radiation incidents which require a RIB. There were more than 250 resolutions conducted in 2021-22. An unresolved complaint escalated either within or outside of our organisation. 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. a health service provider or other concerned person. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. 0 Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Tips for local complaints management - NSW Health Care Complaints Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. An overview of the complaints management process is provided below. Email: hccc@hccc.nsw.gov.au The Code also informs consumers what they can expect from relevant health organisations and their employees. 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. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . Complaining to or about DCS is free. Complaints received 2021-22 (16.2% increase compared with 2020-21). Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. 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. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. Management and outcomes of health practitioner complaints in Australia We cant always provide the solution the customer would like. Sydney NSW 2000. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Complaints | NSW Government Ph: (02) 9219 7444 Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. %PDF-1.6 % We protect the identity of people making complaints where it is practical and appropriate to do so. Policy Number 2.015 Policy Function Leadership and Management . Our principles direct us to have clear processes and procedures. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. 58 0 obj <> endobj There were more than 250 resolutions conducted in 2021-22. 1 0 obj % Inquiries are usually made by telephone or email. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . Please enable scripts and reload this page. %PDF-1.7 Non-registered Health Practitioners This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. 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. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. g`$X/# L? 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. hWn9>((%m[u==]$MMC(RO Our focus is always on the customer, including when dealing with feedback and complaints about our services, systems, practices, procedures, products, our staff and our complaint handling process. x[[o~@\x+nw4M-Q7R-*b3w0~p+c\l?&R2}v]6gef67kT7i]?5stpTUt 7kt.~6/q0&o??(uh>kC9;`=$__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? PDF Enterprise-wide Risk Management - health.nsw.gov.au Health Care Complaints Commission - NSW Health Care Complaints Commission An early response indicates that you are taking the concerns seriously. 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. Mrs Geraldine Lumba Dizon - Registered Nurse - Registration cancelled customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. New Technology 4 Learning resources now available 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. 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. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Procurement-related complaints also have a separate process. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc 3l 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. endobj 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 . 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. 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. 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. 4 0 obj 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 . Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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.
