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 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. hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. endstream endobj 1097 0 obj <. or call 1800 043 159 for further information. 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 Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Prevention and Management of Workplace Bullying in NSW Health 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 staff member handling a complaint must not be the staff member whose conduct or service is being complained about. 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. We deal with complaints about health service providers in NSW. PDF Complaints Procedure RTO Number 90198 - slhd.nsw.gov.au 2. Policy documents applicable to the NSW Health system. communicate with them through their preferred method and, where required, through their preferred representative. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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. SPOTLIGHT ON THE COMMISION Did you know?. PDF Complaint Handling Policy - staterecords.nsw.gov.au PDF Compliance Management Framework - pathology.health.nsw.gov.au Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. 2 Contents . hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. You may be trying to access this site from a secured browser on the server. implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. 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. << Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. PDF Policy Directive Complaints Management - Ministry of Health Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents <> -H30tYec`?Uv V0x 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. 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. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. 3l The project reviewed research on good complaints management, surveyed 53 health care 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. % The service also responds to questions from health service providers in relation to complaints. The Act defines the scope of the Commission's work. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. The latest issue of T4L Kids is all about sports. 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. Toll free (NSW) 1800 043 159 Director Governance & Legal | I work for NSW a staff complaint about another staff member relating to a range of concerns . Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. Your rating will help us improve the website. 4 0 obj Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . 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 . The Commission was established under the Health Care Complaints Act 1993. Incident management policy resources - Ministry of Health Teamwork, Culture and Person Centred Care, National Safety and Quality Health Service Standards, Healthcare Safety and Quality Capabilities, Use this guidance for interim reporting arrangements, Reportable incident brief (RIB) template (V2), Appointment of preliminary risk assessment team, Standing appointment of preliminary risk assessment team, Standing appointment of core SAER team members (V1.1), Standing appointment of safety check team, Concerns about individuals safety check, Appointment of Corporate Harm Score 1 review team, Concerns about individuals Corporate Harm Score 1 review, Changes to incident management policy terminology, Changes to policy and legislation slides for local presentation brief, Changes to policy and legislation slides for local presentation long, PRA factsheet for patients, carers and families, Process for appointment of a team for a privileged Preliminary Risk Assessment, Dedicated family contact - Role description, Dedicated family contact - Lead role description, Dedicated family contact - Factsheet for staff, Dedicated family contact - Factsheet for patients, families, and carers, Dedicated family contact - Presentation slides (Long), Dedicated family contact - Presentation slides (Short), Dedicated Family Contact Information Pack, Serious adverse event review processes (SAER), Incident management requirements Information for NUMs and MUMs, Systems analysis of clinical incidents - London Protocol, Concise Incident Analysis workbook for teams, Comprehensive Incident Analysis workbook for teams, Infographic - Serious corporate incident management, Serious corporate incident management end to end process end-to-end process, Serious corporate incident management processes slides for local presentation, Serious corporate incident management - Staff factsheet, What to expect when a serious incident occurs summary (English), What to expect when a serious incident occurs summary (Arabic), What to expect when a serious incident occurs summary (Chinese Simplified), What to expect when a serious incident occurs summary (Chinese, What to expect when a serious incident occurs summary (Greek), What to expect when a serious incident occurs summary (Hindi), What to expect when a serious incident occurs summary (Italian), What to expect when a serious incident occurs summary (Korean), What to expect when a serious incident occurs summary (Spanish), What to expect when a serious incident occurs summary (Filipino), What to expect when a serious incident occurs summary (Vietnamese), What to expect when a serious incident occurs booklet, Seclusion and Restraint in NSW Health Settings (PD2020_004), Managing Child Related Allegations, Charges and Convictions Against NSW Health Staff (PD2020_044), Complaint Management Guidelines (GL2020_008), Coroners Cases and the Coroner's Act 2009 (PD2010_054), Corrupt Conduct Reporting to the Independent Commission Against Corruption (ICAC) (PD2016_029), Data collections Disclosure of unit record data held for research or management of Health Services (PD2015_037), Death - Management of a Sudden Unexpected Death in Infancy (PD2019_035), Electronic Information Security Policy NSW Health (PD2020_046), Injury Management and Return to Work (PD2022_002), Investigation, Review and Reporting of Perinatal Deaths (PD2022_026), Managing Complaints and Concerns About Clinicians (PD2018_032), Medication Medication Handling (PD2022_032), New South Wales Health Services Functional Area Supporting Plan (NSW HEALTHPLAN) (PD2014_012), NSW Health Patient Safety and Clinical Quality Program (PD2005_608), Reporting of Maternal Deaths to the NSW Clinical Excellence Commission (PD2021_006), Enterprise-wide Risk Management (PD2022_023), Significant Legal Matters and Management of Legal Services (PD2017_003), Working with Children Checks and Other Police Checks (PD2019_003), Work Health and Safety: Better Practice Procedures (PD2018_013), Guidance for using Incident Decision Tree, Health Administration Amendment (Serious Adverse Event Reviews) Regulation 2020, Health Records and Information Privacy Act 2002, Health Records and Information Privacy Regulation 2017, Privacy and Personal Information Protection Act 1998, Private Health Facilities Regulation 2017. This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. 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). Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . treating everyone with respect, including people who make complaints, understanding and complying with this policy, our complaint handling procedures and any local rules or guidelines that apply to their work or legislative requirements. PDF Complaint Management Guidelines - NSW Government Amendments relevant to the work of the Commission include: Further information about these changes is available her. 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. Policy Number 2.015 Policy Function Leadership and Management . 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. endobj 1 0 obj 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. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. Sydney NSW 2000. There's only one that was commissioned . Complaints received 2021-22 (16.2% increase compared with 2020-21). NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. PDF Staff Grievance Resolution Policy and Procedure PDF Version Approved by Approval date Effective date Next review - UNSW Sites YeP&VD&0* }J Use this advice for radiation incidents which require a RIB. 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. endstream endobj startxref 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. 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. Visitors should also be aware of the general disclaimer applicable to this site.. Use the templates below for incidents notified from 14 December 2020 onwards. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Does a practitioner have to see a patient? the Commission, who can initiate an "own . PDF Complaint Management Guidelines - Ministry of Health You can track the progress of your complaint online. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. deal with their complaint in a reasonable timeframe, provide them with information about our complaint handling process, provide them with multiple and accessible ways to make complaints, listen to them, treat them with respect and actively involve them in the complaint process where possible and appropriate. PDF Incident, Complaints and Feedback Management Policy Ph: (02) 9219 7444 Fairness and accountability We are committed to managing customer expectations and assisting them to an outcome for their complaint. % Operational guidance and procedures manuals to support compliance by public health organisations. `03p 1 Introduction 4. 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.
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