As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. 58 0 obj <> endobj Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. Title change. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. 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: Of these, 52% were conducted in rural and regional NSW. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. Qjns!VL@s{6L !Q" 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? <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> Non-registered Health Practitioners We address each complaint with integrity and in an equitable, objective, and unbiased manner. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. You may be trying to access this site from a secured browser on the server. An overview of the complaints management process is provided below. Summary. READ ACKNOWLEDGEMENT Our principles direct us to have clear processes and procedures. There's only one that was commissioned . Anyone may represent a person, with their consent (e.g. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o endstream endobj startxref Complaints received 2021-22 (16.2% increase compared with 2020-21). Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Policy documents applicable to the NSW Health system. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. 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. 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. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). 1. SESLHD policy documents 3. Complaining to or about DCS is free. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Inquiries are usually made by telephone or email. 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. 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. Any person can make a complaint, including: the person who experienced the problem. endobj 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. Staff may use this complaint management process when complaining on behalf of the patient/consumer. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. 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 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. Contents . % 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. Name of this Policy This Policy may be cited as the Sydney South West Area Health Service Policy on the Management of a Complaint or Concern about a Clinician. The service also responds to questions from health service providers in relation to complaints. T"ii( requests for explanation of policies, procedures, and decisions. The ability to issue a public warning in relation to a named health service provider (individual or organisation). hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. The following legislation is also essential to the Commission's work: On 21 October 2020, the Parliament of NSW passed the Health Legislation (Miscellaneous Amendments) Bill 2020, which largely commenced on the date of assent on 27 October 2020. communicate with them through their preferred method and, where required, through their preferred representative. Discover the changes in this two-minute explainer. a health service provider or other concerned person. 1 Introduction 4. We protect the identity of people making complaints where it is practical and appropriate to do so. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. endobj %PDF-1.5 YeP&VD&0* }J /Filter /FlateDecode Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. 561 %PDF-1.6 % Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. << )D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. Fairness and accountability <> An unresolved complaint escalated either within or outside of our organisation. endstream endobj 2405 0 obj <>stream The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. The Code also informs consumers what they can expect from relevant health organisations and their employees. Use the templates below for incidents notified from 14 December 2020 onwards. "HxsRy,*!sVdr3L;4Kf$(d_6 failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. urY eAZA[Rn[&2+IIMPCvT 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. This policy is not meant to apply to statutory internal reviews. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ 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. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. 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. The CEC has consulted with radiation experts. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. The Act defines the scope of the Commissions work. 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). On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. . 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 Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. 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 . $#0(r6P$%O I4EKxO NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 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. -H30tYec`?Uv V0x 0 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 . 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. 4 0 obj The NSW Health Incident Management Policy outlines incidents which require a RIB. 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. 1193 0 obj <>stream 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. Complaints process What to expect when making a complaint. 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. 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. %PDF-1.6 % Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. 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. The CEC has consulted with radiation experts. /Length 5 0 R We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. stream 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 . Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. hb```Vk!10plLe( 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. 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. Play your part in protecting the health and safety of the NSW Community. Toll free (NSW) 1800 043 159 >> 103 0 obj <>stream 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? 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. 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. We enhance accessibility for people making complaints and/or their representatives. 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 Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Investigations finalised in 2021-22. K}CWb12E`6agL@FJd@'blXR Email: hccc@hccc.nsw.gov.au Please enable scripts and reload this page. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . 3 0 obj 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. 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. We aim to resolve complaints as soon as possible and when the complaint is first made. Policy documents; Disclosure log; Government contracts register . recognising good complaint handling by staff. Ph: (02) 9219 7444 % Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. SPOTLIGHT ON THE COMMISION Did you know?. 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. A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. 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. Of these, 52% were conducted in rural and regional NSW. Consult with stakeholders and actively seek feedback to improve our processes. 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; hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! the Commission, who can initiate an "own . Procurement-related complaints also have a separate process. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. 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. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. 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 complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: 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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. Sydney NSW 2000. We cant always provide the solution the customer would like. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w 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. There are six key principles that underpin our complaints handling processes. 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 zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. !wy4doHVt_BUU]#oy!I>VCn{). ```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 TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. 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. 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. 0 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. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . 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. 1096 0 obj <> endobj 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. 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. 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. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. Operational guidance and procedures manuals to support compliance by public health organisations. 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. 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 Policy Number 2.015 Policy Function Leadership and Management . 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. endstream endobj startxref Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. 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. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. their likely involvement in the complaint resolution process. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. NSW Department of Health. 1.2 Scope Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. The Health Care Complaints Commission is an . Notify incidents in the new ims+ incident management system. Your rating will help us improve the website. Toll free (NSW) 1800 043 159 We are committed to managing customer expectations and assisting them to an outcome for their complaint. 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 were more than 250 resolutions conducted in 2021-22. implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Provide these resources after speaking with a family to help explain the NSW Health incident management process. We actively support customers to register their complaint. 3l endobj Check your reaction - It is natural to . There were more than 250 resolutions conducted in 2021-22. Definitions Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! 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 `03p Source: NSW Health Complaints Management PD2020_013 The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Policy. a parent or guardian of the person or child concerned. An early response indicates that you are taking the concerns seriously.
nsw health complaints management policy