nsw health complaints management policy

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. their likely involvement in the complaint resolution process. 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. Tips for local complaints management - NSW Health Care Complaints Procurement-related complaints also have a separate process. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. 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. 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. Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Health Practitioner Regulation National Law (NSW), non-registered health practitioner Code of Conduct, Information in a language other than English. NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. We address each complaint with integrity and in an equitable, objective, and unbiased manner. Toll free (NSW) 1800 043 159 PDF Consumer Complaints Management - justicehealth.nsw.gov.au endobj 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. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. 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 . The CEC has consulted with radiation experts. 4 0 obj Meet Madi and explore the technology . %%EOF hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - NSW Health policy documents 2. Prosecuting complaints about registered practitioners Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. Play your part in protecting the health and safety of the NSW Community. Policy documents; Disclosure log; Government contracts register . We aim to resolve complaints as soon as possible and when the complaint is first made. PDF Please note that the following document was created by The Australian Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. 3 0 obj Qjns!VL@s{6L !Q" K}CWb12E`6agL@FJd@'blXR 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 You may be trying to access this site from a secured browser on the server. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. ```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 implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. An unresolved complaint escalated either within or outside of our organisation. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. Anyone may represent a person, with their consent (e.g. Complaints | NSW Government Any person can make a complaint, including: the person who experienced the problem. 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. There are three key types of policy documents that apply to SESLHD, with further details on this page below. Incident management policy resources - Ministry of Health T"ii( 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. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. PDF Staff Grievance Resolution Policy and Procedure The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy.

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