Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. Complaints process What to expect when making a complaint. Prevention and Management of Workplace Bullying in NSW Health NSW Health Policy Directive ownership and management of a risk that has been escalated remains the responsibility of the health organisation. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. 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. /Length 5 0 R 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. <>/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 documents applicable to the NSW Health system. Participate in improving health service delivery in NSW through effective . Contents . We cant always provide the solution the customer would like. Prosecuting complaints about registered practitioners Inquiries are usually made by telephone or email. 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. 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. PDF Complaints Management Policy - Deloitte PDF Complaints Management Guideline - Department of Health Access legislation via NSW Health Legal compendium. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. Privacy Management Plan - Patient privacy - health.nsw.gov.au Of these, 52% were conducted in rural and regional NSW. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. This policy also applies to all complaints about DCS, all staff, consultants, contractors, and outsourced service providers performing work for DCS. As the Department of Customer Service (DCS), we aim to deliver excellence in customer service, digital leadership, and innovation in government services. YeP&VD&0* }J 3 0 obj K}CWb12E`6agL@FJd@'blXR The Act defines the scope of the Commission's work. SESLHD policy documents 3. Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . NSW Health policy documents 2. Definitions T"ii( Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. "HxsRy,*!sVdr3L;4Kf$(d_6 This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. a staff complaint about another staff member relating to a range of concerns . 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; >> Use the templates below from 14 December 2020 onwards. Name of this Policy This Policy may be cited as the Sydney South West Area Health Service Policy on the Management of a Complaint or Concern about a Clinician. Complaints | NSW Government The project reviewed research on good complaints management, surveyed 53 health care a parent or guardian of the person or child concerned. 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. Management and outcomes of health practitioner complaints in Australia 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.
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