$#0(r6P$%O I4EKxO their likely involvement in the complaint resolution process. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>> YeP&VD&0* }J stream The latest issue of T4L Kids is all about sports. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. NSW Health policy documents 2. 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 Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. 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. Health Service Providers will demonstrate their commitment to the appropriate management of complaints by providing sufficient leadership, resources, training and support to staff in the receipt, recording, investigation, resolution and reporting of complaints. Secretary, NSW Ministry of Health and Chief Executives . Australia . The CEC has consulted with radiation experts. Please enable scripts and reload this page. Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . 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. Our principles direct us to have clear processes and procedures. Does a practitioner have to see a patient? 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. 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 Commission was established under the Health Care Complaints Act 1993. Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. Central Coast Council P: 1300 463 954 E: ask@centralcoast.nsw.gov.au W: centralcoast.nsw.gov.au A: Wyong: 2 Hely St / PO Box 20, Wyong NSW 2259 Gosford: 49 Mann St / PO Box 21, Gosford NSW 2250 Complaints and Feedback Management Policy November 2021 Policy No: CCC 012 Policy owner: Approved by: Date of approval: Policy category: NSW Health is strengthening the way it responds to serious incidents. The office is located close to Central Station and is accessible by wheelchair. Please enable scripts and reload this page. . recognising good complaint handling by staff. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. 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. Ph: (02) 9219 7444 Incident Management Policy ( PD2020_047) requirements started on 14 December 2020. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. hA@Sy*;n5.\gpqRct(`|@hwlSCak2KMZ[B|@vOagA4iQ/nY< Q J8hQdfBE|! Participate in improving health service delivery in NSW through effective . 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 . NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. 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. a staff complaint about another staff member relating to a range of concerns . Phone: +61 2 9322 7000 Email: complaints@deloitte.com.au assess and prioritise the complaint in accordance with the urgency and/or seriousness of the issues raised. Our commitment is that we will acknowledge a complaint within four (4) working days of receipt and will communicate the resolution to the person making the complaint within 20 working days of receipt of their complaint. Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. urY eAZA[Rn[&2+IIMPCvT If our staff member is unable to find a resolution, the customer can request a review of the issue and this review must be independent. endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream 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. Complaints received 2021-22 (16.2% increase compared with 2020-21). Of these, 52% were conducted in rural and regional NSW. A report about wrongdoing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. 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 protect the identity of people making complaints where it is practical and appropriate to do so. % Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. 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. 1.2 Scope Related Policies of the Complaint Management Policy (PD2006_073). Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Toll free (NSW) 1800 043 159 4 0 obj 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. Contents . Complaining to or about DCS is free. Complaints received via the NSW Minister for Health (a Ministerial) will be received, assessed, investigated and resolved by the Office of the Chief Executive, and forwarded to the CLO for . All complaints must be made in writing and we aim to assess complaints within 60 days. Your rating will help us improve the website. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc 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. the Commission, who can initiate an "own . Fairness and accountability Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 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. 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. endstream endobj 1097 0 obj <. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Policy Number 2.015 Policy Function Leadership and Management . The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. 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. Registered Health Practitioners such as medical practitioners, nurses, dentists and pharmacists. 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. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. There were more than 250 resolutions conducted in 2021-22. We cant always provide the solution the customer would like. hbbd```b``N D*E DoTIw0"vi 2FlNd\ob`Y&}4@@o 58 0 obj <> endobj Email: hccc@hccc.nsw.gov.au 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. 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. Consumer Complaints Management . a parent or guardian of the person or child concerned. Play your part in protecting the health and safety of the NSW Community. The CEC has consulted with radiation experts.
Is Muffin From Bluey A Boy Or Girl,
Frosinone, Italy Birth Records,
Gentry Middle School Yearbook,
Roane County Mugshots 2021,
Articles N