Bernadette ListonResolution Officer

Health Care Complaints Commission

Making a complaintWhat do you need to know?

Health Care Complaints Commission

Role and functions The Health Care Complaints Commission is an

independent body dealing with complaints about health service providers in NSW.

The Commission is impartial and acts to protect public health and safety.

The powers of the Commission are set out in the Health Care Complaints Act 1993.

The Commission

Covers all health service providers in NSW

Public and private health services– hospital and community services, including Justice Health

Individual health providers–registered and not registered–professional Councils are responsible for the management

of complaints in conjunction with the Commission and protecting the public through promoting and maintaining professional standards.

The Inquiry Service role The Commission provides a telephone inquiry

service

1800 043 159 Anyone can ring, write to or email the inquiry

service

The inquiry officer provides information and assists people to clarify their concerns

The inquiry officers may recommend more suitable avenues to resolve concerns

May assist people to draft a complaint

Inquiries received

Complaintsreceived

Why do people complain?

They feel betrayed and do not trust the provider.

They are angry.

They want to find out what happened.

They feel overpowered.

They may have unsuccessfully tried to raise their complaint with the provider.

They don’t want the same thing happening to anyone else.

6

Who can make a complaint?

Any person can make a complaint:

the patient who received the health service a parent or guardian a relative, friend or representative a health service provider, or any other concerned person

(Member of Parliament)

What do people complain about?Most commonly, people complain about:

Bad outcomes

Medication

Poor communication

Care and monitoring.

Also professional conduct complaints include:

Competence/impairment

Criminal convictions

Sexual misconduct, boundary issues

However...

The Commission does not have the power to: direct a doctor or health service to provide a

specific service give compensation, refunds, or fee

reductions.

Lodging a complaint

Complaint has to be in writing Can be lodged electronically Online complaint form is available at

www.hccc.nsw.gov.au Can be lodged on a complaint form or as a

letter or email Commission staff can assist a person to write

a complaint

 

Complaints about health organisations (1,521 or 37%)

Complaints about individual practitioners (2,609 or 63%)

After a complaint is received

Before assessing the complaint

The Commission notifies the person/service

Offers opportunity to respond

May seek medical records

May get independent medical or nursing advice

Consults with the relevant Professional Council

Outcomes of assessing complaints

Outcomes of assessing complaints2011-12

Assessment outcome All complaints (4,103)

Discontinued 49.2%

Referred to professional Council 18.4%

Resolution Service 15.0%

Local resolution 5.8%

Investigation 4.7%

Resolved during assessment 4.4%

Referred to another body or person 2.6%

Thank you!