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. Policy Number 2.015 Policy Function Leadership and Management . 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 . 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. 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 Objective and purpose 4 . 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 hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b The legal compendium is primarily intended for use by NSW Health entities. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. Toll free (NSW) 1800 043 159 An unresolved complaint escalated either within or outside of our organisation. *X !.3 IzV.AcD{%T?+u4Z7A}ZSD.10~;yW hk9;a59+jYVpb`0%NSoHV]:vd2EI}TE9|%D VNLTM:RFQr*Wf-5u`iU(uM'^9X"&Z$K,/ ;BdV)I$lE This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . the Commission, who can initiate an "own . endstream endobj 2402 0 obj <>/Metadata 84 0 R/Outlines 160 0 R/Pages 2399 0 R/StructTreeRoot 161 0 R/Type/Catalog>> endobj 2403 0 obj <>/MediaBox[0 0 595.32 841.92]/Parent 2399 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]/XObject<>>>/Rotate 0/StructParents 0/Tabs/S/Type/Page>> endobj 2404 0 obj <>stream The Act defines the scope of the Commissions work. The Commission was established under the Health Care Complaints Act 1993. 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. 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. 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. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. Secretary, NSW Ministry of Health and Chief Executives . PDF Complaint Management Guidelines - NSW Government 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 Commission was established under the Health Care Complaints Act 1993. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream T"ii( 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. 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 startxref "HxsRy,*!sVdr3L;4Kf$(d_6 PDF Complaints Procedure RTO Number 90198 - slhd.nsw.gov.au ```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 Contact us - NSW Health Care Complaints Commission Director Governance & Legal | I work for NSW About us - NSW Health Care Complaints Commission Complaining to or about DCS is free. Summary. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. There were more than 250 resolutions conducted in 2021-22. Legislation. We aim to resolve complaints as soon as possible and when the complaint is first made. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . PDF Compliance Management Framework - pathology.health.nsw.gov.au We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. You can track the progress of your complaint online. Contents . This policy is not meant to apply to statutory internal reviews. 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 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. 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. or call 1800 043 159 for further information. An early response indicates that you are taking the concerns seriously. PDF Consumer Feedback Management - Sydney Children's Hospital 58 0 obj <> endobj 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. Complaints Manage ment Policy . On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). a health service provider or other concerned person. 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. Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. >> Non-registered Health Practitioners Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. )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. We protect the identity of people making complaints where it is practical and appropriate to do so. 1.2 Scope Australia . The Act defines the scope of the Commission's work. To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. 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. 2. The office is located close to Central Station and is accessible by wheelchair. SPOTLIGHT ON THE COMMISION Did you know?. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. recognising good complaint handling by staff. PDF Staff Grievance Resolution Policy and Procedure As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. 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.
