endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream hj1_eh$A0I^4.\lYp68!-Vi=@)rRA(YBELuxheT\2Ew9\5G[] v. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. hWn9>((%m[u==]$MMC(RO <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> (39.9% increase from previous year). 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. Procurement-related complaints also have a separate process. Email: hccc@hccc.nsw.gov.au 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. The Health Care Complaints Commission is an . Notify incidents in the new ims+ incident management system. 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. 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 Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. 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. $#0(r6P$%O I4EKxO %PDF-1.5 We deal with complaints about health service providers in NSW. reporting publicly on our complaint handling, providing adequate support and direction to key staff responsible for handling complaints, regularly reviewing reports about complaint trends and issues arising from complaints, encouraging staff to make recommendations for system improvements, recognising good complaint handling by staff. You can track the progress of your complaint online. 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 . %PDF-1.7 %%EOF Operational guidance and procedures manuals to support compliance by public health organisations. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. >> A complaint covered by this policy can be distinguished from: All policies, procedures, practices, staff, hardware, and software used by us in the management of complaints. . Participate in improving health service delivery in NSW through effective . implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. Policy. Does a practitioner have to see a patient? This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. Of these, 52% were conducted in rural and regional NSW. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. 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. Sydney NSW 2000. 1.2 Scope However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. A complaint in the department can be: an expression of dissatisfaction made by a community member or consumer about any aspect of a service provided (or contracted) by the department, the behaviour or decisions of staff, or about practices, policies and procedures. %PDF-1.6 % hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - 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. implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . If our staff member is unable to find a resolution, the customer can request a review of the issue and this review must be independent. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Amendments relevant to the work of the Commission include: Further information about these changes is available her. 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. 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. 2 0 obj Sydney NSW 2000. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Source: NSW Health Complaints Management PD2020_013 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. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. Qjns!VL@s{6L !Q" Complaints received 2021-22 (16.2% increase compared with 2020-21). Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. We cant always provide the solution the customer would like. The ability to issue a public warning in relation to a named health service provider (individual or organisation). advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. Non-registered Health Practitioners ```A1KTpd$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 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. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. 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 . stream 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. Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. or call 1800 043 159 for further information. Our commitment is that we will acknowledge a complaint within four (4) working days of receipt and will communicate the resolution to the person making the complaint within 20 working days of receipt of their complaint. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. 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. Staff may use this complaint management process when complaining on behalf of the patient/consumer. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. 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; Consumer Complaints Management . urY eAZA[Rn[&2+IIMPCvT We enhance accessibility for people making complaints and/or their representatives. We are committed to managing customer expectations and assisting them to an outcome for their complaint. Health Service Providers will demonstrate their commitment to the appropriate management of complaints by providing sufficient leadership, resources, training and support to staff in the receipt, recording, investigation, resolution and reporting of complaints. To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. Make a complaint online The easiest way for you to make your complaint is via our online complaints portal. 1 0 obj 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. 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. 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. endobj endstream endobj startxref Healthdirect Australia Clinical Governance Framework 2012 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. The NSW Health Incident Management Policy outlines incidents which require a RIB. Title change. There are three key types of policy documents that apply to SESLHD, with further details on this page below. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. Contents . ^6)jI.R&>;FV > We actively support customers to register their complaint. Information in other languages Our principles direct us to have clear processes and procedures. %PDF-1.6 % This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. Anyone may represent a person, with their consent (e.g. 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. Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. a staff complaint about another staff member relating to a range of concerns . 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. Investigations finalised in 2021-22. 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. Of these, 52% were conducted in rural and regional NSW. Your rating will help us improve the website. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . The Commission's Inquiry Service handles inquiries from people who are concerned about the quality of the health care provided to them or to a family member or friend. Meet Madi and explore the technology . 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. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. 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. No matter the outcome, we will always explain our decisions and ensure the customer understands the options they may have for a review of our decisions. The project reviewed research on good complaints management, surveyed 53 health care There were more than 250 resolutions conducted in 2021-22. 103 0 obj <>stream This policy is not meant to apply to statutory internal reviews. 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 . 3l The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health NSW Department of Health. Use this advice for radiation incidents which require a RIB. Prosecuting complaints about registered practitioners \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w Internal review is a process that examines the decision made by the business unit. 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. A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. Related Policies of the Complaint Management Policy (PD2006_073). communicate with them through their preferred method and, where required, through their preferred representative. Complaining to or about DCS is free. 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: 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. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St READ ACKNOWLEDGEMENT Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. We protect the identity of people making complaints where it is practical and appropriate to do so. 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. %%EOF g`$X/# L? 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. 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. 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. Complaints process What to expect when making a complaint. Summary. hb```Vk!10plLe( Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. 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 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. Incidents Complaints and Feedback Management Policy Date: August 2018 Version: 4.0 Classification: FOUO Other relevant Healthdirect Australia documents The following policy documents are relevant to this Service Incident, Complaint and Feedback Management Policy. 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 . 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. 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. Definitions The Act defines the scope of the Commissions work. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H K}CWb12E`6agL@FJd@'blXR Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. Email: hccc@hccc.nsw.gov.au *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 The Commission was established under the Health Care Complaints Act 1993. 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 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.
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