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On 1 September 2022, the Public Health Regulation 2022 was amended to introduce a Code of Conductfor health organisations. 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. %PDF-1.7 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 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. 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. Access legislation via NSW Health Legal compendium. Fairness and accountability Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health 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. \^^^>?u u@/XU1j:7m\Qnw~VHR\YeZG,_~w customers who interact with DCS under different circumstances: because they want to, or if they have to for business or personal reasons. Ph: (02) 9219 7444 We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) 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. NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. 1193 0 obj <>stream 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. The service also responds to questions from health service providers in relation to complaints. xJ@[Ifwg@)h[EP1i I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. The identity of the complainant may be revealed (or become apparent) where we need to provide information about the complaint to investigate and resolve it. g`$X/# L? K}CWb12E`6agL@FJd@'blXR Complaints received 2021-22 (16.2% increase compared with 2020-21). zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^ uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. 1096 0 obj <> endobj We deal with complaints about health service providers in NSW. Non-registered Health Practitioners Consumer Complaints Management . Use this advice for radiation incidents which require a RIB. Consult with stakeholders and actively seek feedback to improve our processes. The Code also informs consumers what they can expect from relevant health organisations and their employees. Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Expression of dissatisfaction made to or about us, related to our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. Please enable scripts and reload this page. In some cases, customers have a statutory right to seek an internal review, for example, under section 55 of the Privacy and Personal Information Protection Act. !wy4doHVt_BUU]#oy!I>VCn{). An overview of the complaints management process is provided below. deal with their complaint in a reasonable timeframe, provide them with information about our complaint handling process, provide them with multiple and accessible ways to make complaints, listen to them, treat them with respect and actively involve them in the complaint process where possible and appropriate. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. An early response indicates that you are taking the concerns seriously. You can track the progress of your complaint online. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b We expect staff to respond to complaints quickly and where possible, resolve a customers complaint at the first contact with DCS or any of our agencies. +RfAH3q00 c The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: Title change. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. Operational guidance and procedures manuals to support compliance by public health organisations. Does a practitioner have to see a patient? The Guidelines aim to ensure that identified risks arising from complaints are managed appropriately, that the issues of the person making a complaint are addressed satisfactorily, that effective action is taken to improve service provided to consumers, and that NSW Health staff are supported. The complaint management framework for NSW Health is underpinned by the following commitments, endorsed across the whole of NSW Government: 2.1.1 Respectful Treatment NSW Health staff will treat people who make a complaint with courtesy and respect and in accordance with this Policy. <> If an employee is a health practitioner to which thenon-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code. The Act defines the scope of the Commissions work. Technology 4 Learning (T4L) online resources from Term 1 are now available online to provide some great tech solutions for the classroom. *X !.3 IzV.AcD{%T?+u4Z7A}ZSD.10~;yW hk9;a59+jYVpb`0%NSoHV]:vd2EI}TE9|%D VNLTM:RFQr*Wf-5u`iU(uM'^9X"&Z$K,/ ;BdV)I$lE The ability to issue a public warning in relation to a named health service provider (individual or organisation). hb```f``e`e`` @1V 7HTX\zmyajvB~>(Xo.g,/\u_dgkC~-7)=l%du4sFGGJ b B1(l.)&L - Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. Qjns!VL@s{6L !Q" contact the NSW Ombudsman on 9286 1000 launch or toll free 1800 451 524 launch . /Filter /FlateDecode implementing changes arising from individual complaints and from the analysis of complaint data as directed by management. However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. 4 0 obj their likely involvement in the complaint resolution process. 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. 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. 0 The Commission was established under the Health Care Complaints Act 1993. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Notify incidents in the new ims+ incident management system. Any person can make a complaint, including: the person who experienced the problem. 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;

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