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. Sydney NSW 2000. The following legislation is also essential to the Commission's work: On 21 October 2020, the Parliament of NSW passed the Health Legislation (Miscellaneous Amendments) Bill 2020, which largely commenced on the date of assent on 27 October 2020. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. stream T"ii( This procedure is to be read in conjunction with the NSW Health Complaint Management Policy Directive. 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. 2 Contents . Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. 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. You may be trying to access this site from a secured browser on the server. NSW Health is strengthening the way it responds to serious incidents. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. We are committed to managing customer expectations and assisting them to an outcome for their complaint. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc 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. Policy documents; Disclosure log; Government contracts register . y9L&(yqo{|c[3-|q:n "BlE5n#K9X+ YeP&VD&0* }J DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. SESLHD policy documents 3. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. %%EOF We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. SYDNEY NSW 2000 . The complaint management framework for NSW Health is underpinned by the following commitments, endorsed across the whole of NSW Government: 2.1.1 Respectful Treatment NSW Health staff will treat people who make a complaint with courtesy and respect and in accordance with this Policy. 1 0 obj There were more than 250 resolutions conducted in 2021-22. The ability to issue a public warning in relation to a named health service provider (individual or organisation). Contents . Australia . 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. Legislation. 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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. We enhance accessibility for people making complaints and/or their representatives. 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. Early - Acknowledge the complaint immediately and plan to address any concerns as early as possible. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. hb```Vk!10plLe( The office is located close to Central Station and is accessible by wheelchair. 4 0 obj Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. recognising good complaint handling by staff. 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. 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. We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. 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. >> 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. 103 0 obj <>stream Whilst NSW Health makes every effort to ensure the accuracy of the information presented, it does not purport to be a comprehensive list of applicable legislation and policies, or to render legal advice. The legal compendium is primarily intended for use by NSW Health entities. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! Check your reaction - It is natural to . Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly, or implicitly, to or about us, about our services or complaint handling where a response is not necessarily expected or required. Sydney NSW 2000. endstream endobj 2405 0 obj <>stream Procurement-related complaints also have a separate process. Inquiries are usually made by telephone or email. communicate with them through their preferred method and, where required, through their preferred representative. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . Non-registered Health Practitioners K}CWb12E`6agL@FJd@'blXR 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; endstream endobj 1097 0 obj <. $#0(r6P$%O I4EKxO 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 hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b Consult with stakeholders and actively seek feedback to improve our processes. `03p Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. % 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. Definitions Participate in improving health service delivery in NSW through effective . The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. We address each complaint with integrity and in an equitable, objective, and unbiased manner. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Policy Number 2.015 Policy Function Leadership and Management . Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. There are six key principles that underpin our complaints handling processes. the Commission, who can initiate an "own . 4 0 obj In some cases, customers have a statutory right to seek an internal review, for example, under section 55 of the Privacy and Personal Information Protection Act. 1096 0 obj <> endobj Consumer Complaints Management . 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. Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. Discover the changes in this two-minute explainer. %PDF-1.6 % or call 1800 043 159 for further information. %PDF-1.7 The Commission deals with complaints about all health services and providers in NSW including: Health Organisations such as public and private hospitals, medical centres, imaging and radiation services. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. 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. Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. Please enable scripts and reload this page. enable complaints and make it easy for customers to register a complaint or feedback, respond to complaints quickly and keep the customer informed, are objective and fair, and no customer is disadvantaged by lodging a complaint, ensure confidentiality where this is practical and appropriate. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. urY eAZA[Rn[&2+IIMPCvT Your rating will help us improve the website. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. 3l 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. Use this advice for radiation incidents which require a RIB. NSW Department of Health. TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. Personal information that identifies individuals will only be disclosed or used by the agency within DCS as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. The Act defines the scope of the Commission's work. 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. Title change. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. The CEC has consulted with radiation experts. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. 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. 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. Staff may use this complaint management process when complaining on behalf of the patient/consumer. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. endobj Platform: YouTube Duration: 1m 49s, This video explains the NSW Health preliminary risk assessment process.Platform: YouTube Duration: 3m 58s, This one-minute explainer video describes the role of the dedicated family contact in NSW Health.Platform: YouTube Duration: 53s, This video explains the role of the Dedicated Family Contact.Platform: YouTube Duration: 2m 21s, This two-minute video provides a high-level overview of how clinical harm score 1 incidents will be managed in NSW Health from 14 December 2020.Platform: YouTube Duration: 2m 21s, This four-minute video provides a high level explanation of the approved review methodologies for serious incidents in NSW Health.Platform: YouTube Duration: 4m 09s, This recorded webinar provides an overview of the steps required to complete a root cause analysis for serious incidents in NSW Health.Platform: YouTube Duration: 10m 32s, This recorded webinar provides an overview of the steps required to complete a London Protocol review for serious incidents in NSW Health.Platform: YouTube Duration: 12m 09s, This recorded webinar provides an overview of the steps required to complete a NSW Health Concise Incident Analysis and NSW Health Comprehensive incident analysis review for serious incidents in NSW Health.Platform: YouTube Duration: 14m 39s, This one-minute explainer video describes serious corporate incident management processes in NSW Health.Platform: YouTube Duration: 1m 24s, This video explains the NSW Health serious corporate incident management process.Platform: YouTube Duration: 5m 19s. We actively support customers to register their complaint. We aim to resolve complaints as soon as possible and when the complaint is first made. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Y\J{?g ?v;"c]g7t)aj&[4 *FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Complaints Manage ment Policy . a staff complaint about another staff member relating to a range of concerns . 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 Health Care Complaints Commission is an . There are three key types of policy documents that apply to SESLHD, with further details on this page below. requests for explanation of policies, procedures, and decisions. 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. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. 1124 0 obj <>/Filter/FlateDecode/ID[<815ACF51AF70C4448E0659D6280B41AE><4A52CAA4E2D0DF488A49A8FE50D6EECB>]/Index[1096 98]/Info 1095 0 R/Length 138/Prev 334176/Root 1097 0 R/Size 1194/Type/XRef/W[1 3 1]>>stream 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. Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. The Complaint Management Guidelines provide guidance to people dealing with a complaint in accordance with the Complaint Management Policy Directive. Provide these resources after speaking with a family to help explain the NSW Health incident management process. 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 means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 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 definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. We protect the identity of people making complaints where it is practical and appropriate to do so. There were more than 250 resolutions conducted in 2021-22. 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 latest issue of T4L Kids is all about sports. 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. . 561 NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. 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.
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