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). Any person can make a complaint, including: the person who experienced the problem. 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 . They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. %%EOF Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. PDF Complaint Management Policy and Procedures - NSW Public Service Commission The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). Does a practitioner have to see a patient? Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. T"ii( 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 There are three key types of policy documents that apply to SESLHD, with further details on this page below. Toll free (NSW) 1800 043 159 implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. The Act defines the scope of the Commission's work. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc Investigations finalised in 2021-22. Incident management, complaints, public interest disclosures and 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 Please note that the following document was created by The Australian PDF Complaint Management Guidelines - NSW Government YeP&VD&0* }J ^6)jI.R&>;FV > To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. PDF Staff Grievance Resolution Policy and Procedure 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. 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. 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. The Council engaged the NSW Health Care Complaints Commission to undertake the project on behalf of the Australasian Council of Health Care Complaints Commissioners, working with the Royal Australasian College of Physicians and the Health Issues Centre. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. We cant always provide the solution the customer would like. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Internal review is a process that examines the decision made by the business unit. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. Privacy Management Plan - Patient privacy - health.nsw.gov.au Use the templates below for incidents notified from 14 December 2020 onwards. Email: hccc@hccc.nsw.gov.au You may be trying to access this site from a secured browser on the server. Revealed: the 'buried' Powerhouse Museum report that could have stopped Understanding Complaints - NSW Health Care Complaints Commission The NSW Health Incident Management Policy outlines incidents which require a RIB. Complaints Handling - education.nsw.gov.au The CEC has consulted with radiation experts. Complaints: Management of a Complaint or Concern about a Clinician - YUMPU Toll free (NSW) 1800 043 159 We are committed to managing customer expectations and assisting them to an outcome for their complaint. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. Does a practitioner have to see a patient? 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. You may be trying to access this site from a secured browser on the server. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. 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. endstream endobj startxref endstream endobj 2405 0 obj <>stream 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. )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. PDF Complaints Management Policy - Deloitte <> The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. 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. 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. a parent or guardian of the person or child concerned. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. endobj Customer Engagement Framework and Strategies - NSW Health Care Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! This means that when anyone raises concerns via feedback or through a complaint we will: We must also take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf. 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. 1096 0 obj <> endobj NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . 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. The Commission was established under the Health Care Complaints Act 1993. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b 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. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. An unresolved complaint escalated either within or outside of our organisation. There's only one that was commissioned . Incident Management Policy (PD2020_047) requirements started on 14 December 2020. We deal with complaints about health service providers in NSW. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. stream Complaints Manage ment Policy . 0 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. PDF Complaint Handling Policy - staterecords.nsw.gov.au This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Of these, 52% were conducted in rural and regional NSW. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P their likely involvement in the complaint resolution process. Information in other languages PDF Complaint Management Guidelines - Ministry of Health Complaints process What to expect when making a complaint. 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. Policy. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. We aim to resolve complaints as soon as possible and when the complaint is first made. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. There were more than 250 resolutions conducted in 2021-22.