Management and outcomes of health practitioner complaints in Australia Policy documents applicable to the NSW Health system. 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. The Commission was established under the Health Care Complaints Act 1993. %%EOF Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. There were more than 250 resolutions conducted in 2021-22. 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. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Contents . 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. hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - 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. 58 0 obj <> endobj Secretary, NSW Ministry of Health and Chief Executives . 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. "HxsRy,*!sVdr3L;4Kf$(d_6 <> %PDF-1.5 The office is located close to Central Station and is accessible by wheelchair. There are three key types of policy documents that apply to SESLHD, with further details on this page below. The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. YeP&VD&0* }J Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Any person can make a complaint, including: the person who experienced the problem. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. 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 Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. Summary. PDF Complaints Management Policy - Deloitte The Code also informs consumers what they can expect from relevant health organisations and their employees. 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. 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. Incident management policy resources - Ministry of Health 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. 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. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS.
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