Inquiries are usually made by telephone or email. 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. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Tips for local complaints management - NSW Health Care Complaints We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. Sydney NSW 2000. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. This policy underpins our commitment to acknowledge, investigate and respond to customer complaints and feedback, and to be open to opportunities to improve our systems and service. SYDNEY NSW 2000 . PDF Compliance Management Framework - pathology.health.nsw.gov.au There's only one that was commissioned . Incident management, complaints, public interest disclosures and As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. K}CWb12E`6agL@FJd@'blXR stream Objective and purpose 4 . 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. 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. 4 0 obj advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. There are three key types of policy documents that apply to SESLHD, with further details on this page below. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 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. Qjns!VL@s{6L !Q" The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. 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. ```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 Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. 0 The Health Care Complaints Commission is an . An early response indicates that you are taking the concerns seriously. 1 0 obj PDF Version Approved by Approval date Effective date Next review - UNSW Sites Investigations finalised in 2021-22. Complaints Manage ment Policy . PDF Complaint Management Policy and Procedures - NSW Public Service Commission Prevention and Management of Workplace Bullying in NSW Health 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 CEC has consulted with radiation experts. Information in other languages About the Commission - NSW Health Care Complaints Commission The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. recognising good complaint handling by staff. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. 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. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. Source: NSW Health Complaints Management PD2020_013 Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . 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. 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. PDF Complaints Management Policy - Deloitte Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Toll free (NSW) 1800 043 159 Visitors should also be aware of the general disclaimer applicable to this site.. a health service provider or other concerned person. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. The Commission was established under the Health Care Complaints Act 1993. 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. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. PDF Complaints Procedure RTO Number 90198 - slhd.nsw.gov.au New Technology 4 Learning resources now available 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. 2 0 obj Toll free (NSW) 1800 043 159 Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. Definitions Complaints received 2021-22 (16.2% increase compared with 2020-21). Related Policies of the Complaint Management Policy (PD2006_073). Check your reaction - It is natural to . 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 . We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. a parent or guardian of the person or child concerned. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. g`$X/# L? << We address each complaint with integrity and in an equitable, objective, and unbiased manner. 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. 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. Ph: (02) 9219 7444 Who can make a complaint? - NSW Health Care Complaints Commission You may be trying to access this site from a secured browser on the server. 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. 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. About us - NSW Health Care Complaints Commission We are committed to managing customer expectations and assisting them to an outcome for their complaint. 1.2 Scope Of these, 52% were conducted in rural and regional NSW. Complaints Response Targets. A literature review about - ResearchGate Healthdirect Australia Clinical Governance Framework 2012 Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Complaint handling policy | NSW Government Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy 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. 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. The NSW Health Incident Management Policy outlines incidents which require a RIB. Use this advice for radiation incidents which require a RIB. Any incident or injury affecting a staff member is entered separately as a worker specific incident. 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. Complaints process What to expect when making a complaint. 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. Operational guidance and procedures manuals to support compliance by public health organisations. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. NSW Department of Health. 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. 3l PDF Consumer Complaints Management - justicehealth.nsw.gov.au 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. %PDF-1.5 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. 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. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Participate in improving health service delivery in NSW through effective . 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. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. Procurement-related complaints also have a separate process. endobj endstream endobj 2405 0 obj <>stream 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. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. Legislation. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. SESLHD policy documents 3. SPOTLIGHT ON THE COMMISION Did you know?. NSW Health is strengthening the way it responds to serious incidents. You may be trying to access this site from a secured browser on the server. We cant always provide the solution the customer would like. Customer Engagement Framework and Strategies - NSW Health Care Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. Policy documents applicable to the NSW Health system. 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. endstream endobj startxref Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Please enable scripts and reload this page. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. or call 1800 043 159 for further information. NSW Health policy documents 2. <> %PDF-1.7 hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - 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. 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. 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. 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. The Code also informs consumers what they can expect from relevant health organisations and their employees. READ ACKNOWLEDGEMENT Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. There are six key principles that underpin our complaints handling processes. We actively support customers to register their complaint. endstream endobj 1097 0 obj <. 103 0 obj <>stream Health Care Complaints Commission - NSW Health Care Complaints Commission 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. 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? HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. $#0(r6P$%O I4EKxO hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. There were more than 250 resolutions conducted in 2021-22. Notify incidents in the new ims+ incident management system. Consumer Complaints Management . We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Your request will be escalated internally to an appropriate person for review and response. Understanding Complaints - NSW Health Care Complaints Commission We protect the identity of people making complaints where it is practical and appropriate to do so. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . At DCS, all staff need to commit to our six Customer Service Commitments: We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. An overview of the complaints management process is provided below. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. )D,02a7bmAMLI5Ej(j! 4h$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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q.
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