This means we promote our complaints channels and information and ensure they are easily understood and accessible, particularly for people who require assistance. 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). To demonstrate impartiality, another officer (usually more senior) within the same agency, who was not involved in the original decision, undertakes the review. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. You may be trying to access this site from a secured browser on the server. We actively support customers to register their complaint. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. Sydney NSW 2000. recognising good complaint handling by staff. 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. 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. ```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 Complaining to or about DCS is free. Does a practitioner have to see a patient? 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. 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. Prevention and Management of Unacceptable Workplace Behaviours in NSW <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> PDF Complaints Procedure RTO Number 90198 - slhd.nsw.gov.au customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. urY eAZA[Rn[&2+IIMPCvT The Act defines the scope of the Commissions work. The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. assisting people make a complaint, as required, keeping informed about best practice in complaint handling, providing suggestions to management on ways to improve the organisations complaints management system. Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents Complaints received 2021-22 (16.2% increase compared with 2020-21). Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. 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. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. << /Filter /FlateDecode endobj endstream endobj 1097 0 obj <. Prosecuting complaints about registered practitioners 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. You can track the progress of your complaint online. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. stream Operational guidance and procedures manuals to support compliance by public health organisations. failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. Toll free (NSW) 1800 043 159 endobj However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. $#0(r6P$%O I4EKxO \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w Of these, 52% were conducted in rural and regional NSW. Available from: http://www.health.nsw.gov.au/quality/complaints/ Memorial Health System California Patient Guide. 1096 0 obj <> endobj Play your part in protecting the health and safety of the NSW Community. Your rating will help us improve the website. 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. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Provide these resources after speaking with a family to help explain the NSW Health incident management process. The Act defines the scope of the Commission's work. 3 0 obj of resolutions that proceeded were resolved or partially resolved. 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. Your request will be escalated internally to an appropriate person for review and response. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. 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. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. Director Governance & Legal | I work for NSW hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o endstream endobj startxref Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. 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. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. The CEC has consulted with radiation experts. Customer Engagement Framework and Strategies - NSW Health Care 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 . 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. 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 Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. %PDF-1.7 Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. *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 Incident Management Policy (PD2020_047) requirements started on 14 December 2020. Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. !wy4doHVt_BUU]#oy!I>VCn{). Of these, 52% were conducted in rural and regional NSW. PDF Incident, Complaints and Feedback Management Policy Complaints | NSW Government endobj PDF Please note that the following document was created by The Australian advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. 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 PDF Complaints and Feedback Management Policy To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 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. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Healthdirect Australia Clinical Governance Framework 2012 The Health Care Complaints Commission prosecuted a complaint against registered nurse, Geraldine Luma Dizon before the NSW Civil and Administrative Tribunal ('the Tribunal'). or call 1800 043 159 for further information. hb```Vk!10plLe( The Guidelines aim to ensure that identified risks arising from complaints are managed appropriately, that the issues of the person making a complaint are addressed satisfactorily, that effective action is taken to improve service provided to consumers, and that NSW Health staff are supported. Prevention and Management of Workplace Bullying in NSW Health /Length 5 0 R %PDF-1.6 % We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. Ph: (02) 9219 7444 The office is located close to Central Station and is accessible by wheelchair. 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.