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 report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. NSW Department of Health. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. The NSW Health Incident Management Policy outlines incidents which require a RIB. You may be trying to access this site from a secured browser on the server. Please enable scripts and reload this page. 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. Use the templates below from 14 December 2020 onwards. %PDF-1.5 Participate in improving health service delivery in NSW through effective . All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. Supplementary advice Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. 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. 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. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). Australia . SYDNEY NSW 2000 . We are committed to managing customer expectations and assisting them to an outcome for their complaint. An overview of the complaints management process is provided below. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. 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. 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). 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. To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> Does a practitioner have to see a patient? The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. There were more than 250 resolutions conducted in 2021-22. Information in other languages are responsible for: Providing overall direction for the policy, procedures and management of bullying complaints Ensuring that the mandatory standards outlined in NSW Health policy are implemented Monitoring the performance of bullying prevention and management strategies. Please enable scripts and reload this page. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. hWn9>((%m[u==]$MMC(RO implementing changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management. 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. Use this advice for radiation incidents which require a RIB. endstream endobj startxref 1. 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. endobj Amendments relevant to the work of the Commission include: Further information about these changes is available her. /Length 5 0 R Play your part in protecting the health and safety of the NSW Community. The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. 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. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. 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. 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. 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. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. 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. Discover the changes in this two-minute explainer. Anyone may represent a person, with their consent (e.g. 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. or call 1800 043 159 for further information. Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) Operational guidance and procedures manuals to support compliance by public health organisations. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St 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. 0 2 0 obj 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. recognising good complaint handling by staff. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. endstream endobj 2405 0 obj <>stream Check your reaction - It is natural to . We cant always provide the solution the customer would like. 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 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 . Complaints process What to expect when making a complaint. customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. K}CWb12E`6agL@FJd@'blXR The CEC has consulted with radiation experts. 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 ability to issue a public warning in relation to a named health service provider (individual or organisation). 1096 0 obj <> endobj endstream endobj startxref Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. Use this guidance for interim reporting arrangements while the CEC and eHealth update ims+ to meet the policy requirements. SESLHD policy documents 3. Sydney NSW 2000. hb```Vk!10plLe( Policy Number 2.015 Policy Function Leadership and Management . Members of the public who are aggrieved by a decision we make can seek an internal review of that decision. communicate with them through their preferred method and, where required, through their preferred representative. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. Legislation. 1 Introduction 4. The CEC has consulted with radiation experts. Does a practitioner have to see a patient? stream We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Use this advice for radiation incidents which require a RIB. Summary. Complaints received 2021-22 (16.2% increase compared with 2020-21). Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. 2.2 Acknowledgement of complaints We will acknowledge receipt of each complaint promptly within 3 business days. Customer Engagement Framework and Strategies, Resolving concerns about your health care, Prosecuting complaints about registered practitioners, Frequently Asked Questions - Health Consumers, Covid-19 and Covid-19 vaccines - best advice. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . x[[o~@\x+nw4M-Q7R-*b3w0~p+c\l?&R2}v]6gef67kT7i]?5stpTUt 7kt.~6/q0&o??(uh>kC9;`=$__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? 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. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. The legal compendium is primarily intended for use by NSW Health entities. 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. ```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 READ ACKNOWLEDGEMENT 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. Email: When similar complaints are made by people who are related, for example, family members or business associates, we will try to arrange to communicate with a single representative of the group. Source: NSW Health Complaints Management PD2020_013 a staff complaint about another staff member relating to a range of concerns . 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 the Commission, who can initiate an "own . 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. 85 0 obj <>/Filter/FlateDecode/ID[<768ED3E10FCCB246AED483C9EFADE6F4>]/Index[58 46]/Info 57 0 R/Length 118/Prev 183411/Root 59 0 R/Size 104/Type/XRef/W[1 3 1]>>stream The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. 4 0 obj 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. Commission is committed to protecting the health and safety of the NSW community through accessible and effective management of health care complaints. Our principles direct us to have clear processes and procedures. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. 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. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. ^6)jI.R&>;FV > NSW Health is strengthening the way it responds to serious incidents. requests for explanation of policies, procedures, and decisions. The office is located close to Central Station and is accessible by wheelchair. Definitions Use the templates below for incidents notified from 14 December 2020 onwards. )D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. The Act defines the scope of the Commission's work. Non-registered Health Practitioners 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. >> 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. %%EOF This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. << Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. <> 1 0 obj You may be trying to access this site from a secured browser on the server. 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 Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. Qjns!VL@s{6L !Q" Your request will be escalated internally to an appropriate person for review and response. 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. As a general guide, we assess each complaint on its merits and involve the appropriate DCS or agency staff, alongside the people making complaints and/or their representative, as far as possible. 3l SPOTLIGHT ON THE COMMISION Did you know?. urY eAZA[Rn[&2+IIMPCvT % It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. The Commission was established under the Health Care Complaints Act 1993. dymocks building sydney parking, do sausage kolaches need to be refrigerated, artemis and apollo fanfiction,
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