nsw health complaints management policy

the Commission, who can initiate an "own . SYDNEY NSW 2000 . 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. 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 relative, friend or representative chosen by the person concerned for the purpose of making the complaint. SESLHD policy documents 3. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. 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. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Fairness and accountability hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. The Act defines the scope of the Commission's work. We resolve complaints quickly and flexibly. 2. The ability to issue a public warning in relation to a named health service provider (individual or organisation). On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. The project reviewed research on good complaints management, surveyed 53 health care Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . 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. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! 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: Staff may use this complaint management process when complaining on behalf of the patient/consumer. Healthdirect Australia Clinical Governance Framework 2012 Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. Australia . 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 . A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. %PDF-1.5 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. << The Act defines the scope of the Commissions work. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. 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. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. We aim to resolve complaints as soon as possible and when the complaint is first made. An early response indicates that you are taking the concerns seriously. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. 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. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. 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. 0 endstream endobj startxref hWn9>((%m[u==]$MMC(RO !wy4doHVt_BUU]#oy!I>VCn{). Your request will be escalated internally to an appropriate person for review and response. 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. Complaints Manage ment Policy . Complaining to or about DCS is free. 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). Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. their likely involvement in the complaint resolution process. Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . The CEC has consulted with radiation experts. SPOTLIGHT ON THE COMMISION Did you know?. Meet Madi and explore the technology . `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc public interest disclosures made by our staff, responses to requests for feedback about the standard of our service provision, reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response, an expression of concern or opinion, where a response or resolution is not explicitly or implicitly expected, a merits review request, made in pursuit of a statutory right, requests for the provision of services and assistance. The Commission has a unique and central part to play in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of the community. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. NSW Health policy documents 2. ethical, internal control, complaints management, Work Health and Safety, records management and policy frameworks Oversee and lead expert, timely, comprehensive and solutions-focused legal services and advice and facilitate legal solutions . endstream endobj 1097 0 obj <. Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. ```A1KTpd$q=ME#4i[%$l&%_&gV4mVSq c36u ?M@6@5Aa ZOL,0ZxWV_,f`66h``6 Q@.{ZM+PP A B wE 0(T@A: c`gd?E/nLzw,cvf^]1|s,/,w3O`^;vlFFv( FgIf`d0 -X 1?*NXP9(br&b`pHWV1>F H The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: The CEC has consulted with radiation experts. This policy allows our staff to take responsibility for helping customers make a complaint, provide feedback, or offer suggestions about service improvements through fair, accessible, and transparent processes. "HxsRy,*!sVdr3L;4Kf$(d_6 BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H 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. Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. There are six key principles that underpin our complaints handling processes. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Amendments relevant to the work of the Commission include: Further information about these changes is available her. stream 561 Policy. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. Use this advice for radiation incidents which require a RIB. endobj 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. NSW Health is strengthening the way it responds to serious incidents. 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. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. We are committed to managing customer expectations and assisting them to an outcome for their complaint. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. 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. The office is located close to Central Station and is accessible by wheelchair. hb```Vk!10plLe( We enhance accessibility for people making complaints and/or their representatives. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. Does a practitioner have to see a patient? Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). % An unresolved complaint escalated either within or outside of our organisation. >> implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. The Code also informs consumers what they can expect from relevant health organisations and their employees. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 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. requests for explanation of policies, procedures, and decisions. Qjns!VL@s{6L !Q" Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. 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. We deal with complaints about health service providers in NSW. 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. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. Any incident or injury affecting a staff member is entered separately as a worker specific incident. The NSW Health Incident Management Policy outlines incidents which require a RIB. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. or call 1800 043 159 for further information. Prosecuting complaints about registered practitioners We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. 1.2 Scope Related Policies of the Complaint Management Policy (PD2006_073). 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. Discover the changes in this two-minute explainer. <> 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. The legal compendium is primarily intended for use by NSW Health entities. supporting recommendations for service, staff and complaint handling improvements arising from the analysis of complaint data. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ 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; 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. T"ii( /Length 5 0 R 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. Summary. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . stream -H30tYec`?Uv V0x Ph: (02) 9219 7444 \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w recognising good complaint handling by staff. On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. 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. 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.

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