We address each complaint with integrity and in an equitable, objective, and unbiased manner. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Use this advice for radiation incidents which require a RIB. 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. Definitions Mrs Geraldine Lumba Dizon - Registered Nurse - Registration cancelled x[[o~@\x+nw4M-Q7R-*b3w0~p+c\l?&R2}v]6gef67kT7i]?5stpTUt 7kt.~6/q0&o??(uh>kC9;`=$__Wq NG")2mV+&/T;PIeydJ~6In-F&om- Ava2n?l~k"6ko)s__*oea]o W`[N (`ZWV%=GF)5rwC6 h6zO0/#Mu^Z$ u?.Z^EM&^n* ,0qB 1*w/*r\9T.L" 2y/=+7Tm`exr|S*pWT?Kf^c{&qp;s_xBn7u.)8M? 103 0 obj <>stream NSW Health is strengthening the way it responds to serious incidents. Any incident or injury affecting a staff member is entered separately as a worker specific incident. 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 Understanding Complaints - NSW Health Care Complaints Commission The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Healthdirect Australia Clinical Governance Framework 2012 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. Complaint Management Guidelines 2006. An early response indicates that you are taking the concerns seriously. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. ```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 Complaints process What to expect when making a complaint. This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. The NSW Health Privacy Management Plan sets out NSW Health's commitment to respecting the privacy rights of staff, patients and other third parties. 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. Summary. Consumer Complaints Management . Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. 2. Ph: (02) 9219 7444 0 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. PDF Policy Directive Complaints Management - Ministry of Health PDF Complaints Management Policy - Deloitte g`$X/# L? (39.9% increase from previous year). Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Mrs Geraldine Lumba Dizon Registered Nurse Registration cancelled for professional misconduct and unsatisfactory professional conduct, Mr Samuel Scheggetman Enrolled Nurse Disqualification for unsatisfactory professional conduct and professional misconduct, Ms Allison Maree Black Enrolled Nurse Registration cancelled and prohibition order for Unsatisfactory Professional Conduct and Professional Misconduct, Mr Paul Marvyn Acquino Villanueva Disability Care Worker, Information in a language other than English. Procurement-related complaints also have a separate process. 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. Your rating will help us improve the website. 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. 561 Policy Number 2.015 Policy Function Leadership and Management . Policy documents; Disclosure log; Government contracts register . The ability to issue a public warning in relation to a named health service provider (individual or organisation). +RfAH3q00 c 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. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> The service also responds to questions from health service providers in relation to complaints. Any person can make a complaint, including: the person who experienced the problem. This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w 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. Inquiries are usually made by telephone or email. 4 0 obj Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . /Length 5 0 R Use this advice for radiation incidents which require a RIB. 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. Qjns!VL@s{6L !Q" PDF Complaint Management Guidelines - Ministry of Health endobj Management and outcomes of health practitioner complaints in Australia a staff complaint about another staff member relating to a range of concerns . Ph: (02) 9219 7444 Secretary, NSW Ministry of Health and Chief Executives . 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. Complaints: Management of a Complaint or Concern about a Clinician - YUMPU 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. 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 power to refer complaints for local resolution to a private health facility, The power to refer complaints to a broader range of bodies, New powers relating to health organisations, Increases to maximum penalties and sanctions for offences, A new compliance framework to ensure effective compliance monitoring and enforcement with interim prohibition orders and prohibition orders. recognising good complaint handling by staff. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. 3l PDF Consumer Complaints Management - justicehealth.nsw.gov.au There were more than 250 resolutions conducted in 2021-22. The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . `03p Your request will be escalated internally to an appropriate person for review and response. Play your part in protecting the health and safety of the NSW Community. a parent or guardian of the person or child concerned.
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