There were more than 250 resolutions conducted in 2021-22. of resolutions that proceeded were resolved or partially resolved. endobj This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. 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. 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. 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 103 0 obj <>stream As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. 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. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. An early response indicates that you are taking the concerns seriously. 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 . You can track the progress of your complaint online. 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 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. 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. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. There are three key types of policy documents that apply to SESLHD, with further details on this page below. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. 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 . 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. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. All complaints must be made in writing and we aim to assess complaints within 60 days. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. 3 0 obj /Length 5 0 R Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. or call 1800 043 159 for further information. stream recognising good complaint handling by staff. 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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. We cant always provide the solution the customer would like. Does a practitioner have to see a patient? <> hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - 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. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Participate in improving health service delivery in NSW through effective . << a staff complaint about another staff member relating to a range of concerns . SESLHD policy documents 3. 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. 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. 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. The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. %PDF-1.6 % Prosecuting complaints about registered practitioners Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. ^6)jI.R&>;FV > Investigations finalised in 2021-22. 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. Objective and purpose 4 . Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Policy documents; Disclosure log; Government contracts register . 58 0 obj <> endobj This policy allows our staff to take responsibility for helping customers make a complaint, provide feedback, or offer suggestions about service improvements through fair, accessible, and transparent processes. 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. Policy Number 2.015 Policy Function Leadership and Management . g`$X/# L? communicate with them through their preferred method and, where required, through their preferred representative. Non-registered Health Practitioners The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. Complaining to or about DCS is free. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Complaints process What to expect when making a complaint. If an employee is a health practitioner to which thenon-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code. Notify incidents in the new ims+ incident management system. 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. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. Procurement-related complaints also have a separate process. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. 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. Access legislation via NSW Health Legal compendium. The CEC has consulted with radiation experts. 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 Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> 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 . The latest issue of T4L Kids is all about sports. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 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. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. The Code also informs consumers what they can expect from relevant health organisations and their employees. We deal with complaints about health service providers in NSW. 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. An overview of the complaints management process is provided below. The office is located close to Central Station and is accessible by wheelchair. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Ph: (02) 9219 7444 Provide these resources after speaking with a family to help explain the NSW Health incident management process. stream 1193 0 obj <>stream 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 . 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. endobj The Act defines the scope of the Commissions work. Consumer Complaints Management . Australia . Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. Legislation. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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 Your rating will help us improve the website. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. Consult with stakeholders and actively seek feedback to improve our processes. 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. 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. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . We address each complaint with integrity and in an equitable, objective, and unbiased manner. following DCSs complaint management system after a complaint is received: assessing and investigating the complaint, escalating the complaint as required and appropriate, providing reasons for the decision to the customer, including options for redress, where appropriate, assisting people who wish to make complaints to access our complaints process, being alert to complaints and assist staff handling complaints to resolve matters promptly, providing feedback to management on issues arising from complaints through our complaint handling reporting processes. 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. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. Please enable scripts and reload this page. requests for explanation of policies, procedures, and decisions. 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. 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. (39.9% increase from previous year). We resolve complaints quickly and flexibly. %%EOF hb```Vk!10plLe( 2 Contents . 1 0 obj *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 However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. The Commission was established under the Health Care Complaints Act 1993. We enhance accessibility for people making complaints and/or their representatives. 4 0 obj ```A1KTpd$q=ME#4i[%$l&%_&gV4mVSq c36u ?M@6@5Aa ZOL,0ZxWV_,f`66h``6 Q@.{ZM+PP A B wE 0(T@A: c`gd?E/nLzw,cvf^]1|s,/,w3O`^;vlFFv( FgIf`d0 -X 1?*NXP9(br&b`pHWV1>F H The Health Care Complaints Commission is an . Does a practitioner have to see a patient? Toll free (NSW) 1800 043 159 NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o There are six key principles that underpin our complaints handling processes. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au 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. 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. endstream endobj startxref 1. Amendments relevant to the work of the Commission include: Further information about these changes is available her. Our principles direct us to have clear processes and procedures. 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; !wy4doHVt_BUU]#oy!I>VCn{). 4 0 obj Information in other languages Sydney NSW 2000. K}CWb12E`6agL@FJd@'blXR \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w Your request will be escalated internally to an appropriate person for review and response. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. >> Toll free (NSW) 1800 043 159 Complaint Management Guidelines 2006. 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. urY eAZA[Rn[&2+IIMPCvT /Filter /FlateDecode Use this advice for radiation incidents which require a RIB. 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 staff member handling a complaint must not be the staff member whose conduct or service is being complained about. 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. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. The Commission was established under the Health Care Complaints Act 1993. 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. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . Check your reaction - It is natural to . Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints.
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