The Council engaged the NSW Health Care Complaints Commission to undertake the project on behalf of the Australasian Council of Health Care Complaints Commissioners, working with the Royal Australasian College of Physicians and the Health Issues Centre. g`$X/# L? Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Mrs Geraldine Lumba Dizon Registered Nurse Registration cancelled for professional misconduct and unsatisfactory professional conduct, Mr Samuel Scheggetman Enrolled Nurse Disqualification for unsatisfactory professional conduct and professional misconduct, Ms Allison Maree Black Enrolled Nurse Registration cancelled and prohibition order for Unsatisfactory Professional Conduct and Professional Misconduct, Mr Paul Marvyn Acquino Villanueva Disability Care Worker, Information in a language other than English. A clear, formal, written statement by an individual staff member about another staff member or a work-related problem. The CEC has consulted with radiation experts. Contact us - NSW Health Care Complaints Commission To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. The complaint management framework for NSW Health is underpinned by the following commitments, endorsed across the whole of NSW Government: 2.1.1 Respectful Treatment NSW Health staff will treat people who make a complaint with courtesy and respect and in accordance with this Policy. coordinate all parties included in a complaint, whether internal to DCS or separate organisations (except independent bodies within the DCS cluster), ensuring one source of truth and building trust in our services and processes. This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. )D,02a7bmAMLI5Ej(j! 4h$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. You may be trying to access this site from a secured browser on the server. !wy4doHVt_BUU]#oy!I>VCn{). Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents 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. <> We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. Policy documents applicable to the NSW Health system. Amendments relevant to the work of the Commission include: Further information about these changes is available her. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. Incident management policy resources - Ministry of Health %%EOF We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. Consult with stakeholders and actively seek feedback to improve our processes. An anonymous complaint may mean that we wont be able to communicate the resolution to the specific customer making the complaint, but it can still help us improve our processes. PDF Complaint Management Guidelines - NSW Government READ ACKNOWLEDGEMENT SESLHD policy documents 3. ^6)jI.R&>;FV > 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. 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. An unresolved complaint escalated either within or outside of our organisation. %PDF-1.5 %PDF-1.6 % Policy. 3l Director Governance & Legal | I work for NSW Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees. Complaints | NSW Government Consumer Complaints Management . 3 0 obj Of these, 52% were conducted in rural and regional NSW. Secretary, NSW Ministry of Health and Chief Executives . -H30tYec`?Uv V0x NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. 0yVeV)P BV@%8&oKX}K63mqCSxwk/Q:Q. `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc This means we: If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. We also expect that the services we provide will be conducted in an ethical and transparent manner and that our staff comply with the values and obligations of both the DCS Code of Ethics and Conduct and our Conflict of Interest Policy. endobj We actively support customers to register their complaint. PDF Complaint Management Guidelines - NSW Government 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. The project reviewed research on good complaints management, surveyed 53 health care Complaining to or about DCS is free. communicate with them through their preferred method and, where required, through their preferred representative. hb```Vk!10plLe( T"ii( Revealed: the 'buried' Powerhouse Museum report that could have stopped K}CWb12E`6agL@FJd@'blXR 4 0 obj PDF Complaints Procedure RTO Number 90198 - slhd.nsw.gov.au 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. 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. An overview of the complaints management process is provided below. Customer Engagement Framework and Strategies - NSW Health Care The legal compendium is primarily intended for use by NSW Health entities. 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. Notify incidents in the new ims+ incident management system. ```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
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