All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. We actively support customers to register their complaint. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! 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. Policies & Publications | South Eastern Sydney Local Health District Customer Engagement Framework and Strategies - NSW Health Care Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. Fairness and accountability NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. NSW Department of Health. YeP&VD&0* }J We are committed to managing customer expectations and assisting them to an outcome for their complaint. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. Does a practitioner have to see a patient? endobj 1.2 Scope PDF Enterprise-wide Risk Management - health.nsw.gov.au endstream endobj startxref Complaints process What to expect when making a complaint. 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 Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . K}CWb12E`6agL@FJd@'blXR Objective and purpose 4 . HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 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. 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. 1 Introduction 4. Mrs Geraldine Lumba Dizon - Registered Nurse - Registration cancelled Incident Management Policy (PD2020_047) requirements started on 14 December 2020. g`$X/# L? The complaint management framework for NSW Health is underpinned by the following commitments, endorsed across the whole of NSW Government: 2.1.1 Respectful Treatment NSW Health staff will treat people who make a complaint with courtesy and respect and in accordance with this Policy. Australia . PDF Complaint Management Guidelines - Ministry of Health %PDF-1.6 % the Commission, who can initiate an "own . Use the templates below for incidents notified from 14 December 2020 onwards. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Complaints received 2021-22 (16.2% increase compared with 2020-21). Complaints: Management of a Complaint or Concern about a Clinician - YUMPU Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. Tips for local complaints management - NSW Health Care Complaints )D,02a7bmAMLI5Ej(j! 4h$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. 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. 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. Staff may use this complaint management process when complaining on behalf of the patient/consumer. We enhance accessibility for people making complaints and/or their representatives. a staff complaint about another staff member relating to a range of concerns . Check your reaction - It is natural to . The Act defines the scope of the Commission's work. We deal with complaints about health service providers in NSW. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P READ ACKNOWLEDGEMENT We address each complaint with integrity and in an equitable, objective, and unbiased manner. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. 561 ^6)jI.R&>;FV > enable complaints and make it easy for customers to register a complaint or feedback, respond to complaints quickly and keep the customer informed, are objective and fair, and no customer is disadvantaged by lodging a complaint, ensure confidentiality where this is practical and appropriate. There are six key principles that underpin our complaints handling processes. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. 2 0 obj 2 Contents . endobj 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. It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. PDF Complaint Handling Policy - staterecords.nsw.gov.au Fax: (02) 9281 4585, Level 12, 323 Castlereagh St a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. We aim to resolve complaints as soon as possible and when the complaint is first made. 2. supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. 1 0 obj 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. The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). 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 . Provide these resources after speaking with a family to help explain the NSW Health incident management process. 103 0 obj <>stream PDF Compliance Management Framework - pathology.health.nsw.gov.au stream <> Ph: (02) 9219 7444 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 hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! <> 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. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St %PDF-1.5 Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. NSW Health policy documents 2. *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 Understanding Complaints - NSW Health Care Complaints Commission The CEC has consulted with radiation experts. communicate with them through their preferred method and, where required, through their preferred representative. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. . Complaining to or about DCS is free. PDF Policy Directive Complaints Management - Ministry of Health Sydney NSW 2000. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. 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. It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. There's only one that was commissioned . 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. The office is located close to Central Station and is accessible by wheelchair. 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. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. Our principles direct us to have clear processes and procedures. You may be trying to access this site from a secured browser on the server. Complaints Manage ment Policy . 58 0 obj <> endobj 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 documents; Disclosure log; Government contracts register . PDF Version Approved by Approval date Effective date Next review - UNSW Sites About the Commission - NSW Health Care Complaints Commission Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. 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. hb```Vk!10plLe( 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. 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. 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. Related Policies of the Complaint Management Policy (PD2006_073). Contents . We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Sydney NSW 2000. T"ii( recognising good complaint handling by staff. Health Service Providers will demonstrate their commitment to the appropriate management of complaints by providing sufficient leadership, resources, training and support to staff in the receipt, recording, investigation, resolution and reporting of complaints. 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 Investigations finalised in 2021-22. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . 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. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. SYDNEY NSW 2000 . The Commission was established under the Health Care Complaints Act 1993. PDF Consumer Feedback Management - Sydney Children's Hospital You may be trying to access this site from a secured browser on the server. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. -H30tYec`?Uv V0x The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. >> Policy Number 2.015 Policy Function Leadership and Management . 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: Use the templates below from 14 December 2020 onwards. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. 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. Incident management policy resources - Ministry of Health The legal compendium is primarily intended for use by NSW Health entities. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. or call 1800 043 159 for further information. 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. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. An overview of the complaints management process is provided below. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. Notify incidents in the new ims+ incident management system. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. 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; 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. 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 . Qjns!VL@s{6L !Q" %PDF-1.7 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. NSW Health is strengthening the way it responds to serious incidents. 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 NSW Health Incident Management Policy outlines incidents which require a RIB. Meet Madi and explore the technology . Complaints | NSW Government You can track the progress of your complaint online. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H /Filter /FlateDecode Any incident or injury affecting a staff member is entered separately as a worker specific incident. Non-registered Health Practitioners An early response indicates that you are taking the concerns seriously. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. 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. 4 0 obj 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. urY eAZA[Rn[&2+IIMPCvT The latest issue of T4L Kids is all about sports. 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. Your request will be escalated internally to an appropriate person for review and response. Use this advice for radiation incidents which require a RIB. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Complaint Management Guidelines 2006. The office is located close to Central Station and is accessible by wheelchair. 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. Inquiries are usually made by telephone or email. The Code also informs consumers what they can expect from relevant health organisations and their employees. 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 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. their likely involvement in the complaint resolution process. Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. 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. PDF Consumer Complaints Management - justicehealth.nsw.gov.au Consumer feedback - Clinical Excellence Commission - Ministry of Health The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. Management and outcomes of health practitioner complaints in Australia This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. 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. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. %%EOF Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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. 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 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. 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. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. We resolve complaints quickly and flexibly. The Health Care Complaints Commission is an . 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. "HxsRy,*!sVdr3L;4Kf$(d_6 Complaint handling policy | NSW Government <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> We protect the identity of people making complaints where it is practical and appropriate to do so. SESLHD policy documents 3. The service also responds to questions from health service providers in relation to complaints. Secretary, NSW Ministry of Health and Chief Executives . stream 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. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au 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.

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