1. ADVOCACY CONFERENCE 2013 DEBORAH O’FLAHERTY, COMPLAINTS ASSESSMENT MANAGER THEO BAKER, DEPUTY COMMISSIONER Complaints Assessment Mental Health and Addictions

2. OVERVIEW Statistics Nature of complaints Handling factors Complaints Process Discussion

3. The Numbers

4. Complaints Received YEARComplaints Received TOTALMental Health & Addictions % 2012 – 2013161920313 2011 – 2012156417211 2010 – 2011140513910

5. Individual providers – 157 Group providers – 124 SERVICE TYPE Assessment for third party32 Counselling/therapy22 Inpatient mental health services49 Mental health services161 Multiple7 Non health or disability service3 Other2 Other disability services1 Paediatric1 Physician care2 Prison health3

6. Individual Providers OccupationNumber Psychiatrist59 Psychologist48 Nurse18 Counsellor14 Psychotherapist6 GP4 Physician3 Social worker2 Other5 TOTAL157

7. What happened to the 203? OutcomeNumber Advocacy13 Breach1 District Inspector19 Nursing Council/Psych Board/Medical Council15 OJ12 Provider7 Withdrawn11 Section 3866 Section 38 with follow-up10 Referred to MOH, Privacy or other4 Resolved by parties1 TOTAL159

8. Why do people complain?

9. What did they complain about? Complaint Key wordNumber of times featured Inadequate treatment/care/discharge36 Attitude/manner32 Prescribing /administering meds20 Diagnosis18 Co-ordination of treatment17 Report for third party11 Communication with family10 Incorrect treatment8 Special needs not accommodated7 ACC issues6 Consent6 Assault6 Sexual misconduct5

10. Handling factors

11. Support for complaint Entitlement to information Length of time Coronial inquest District Inspector

12. Over to Debbie! Statistics Nature of complaints Handling factors Complaints Process Example

13. HDC Complaints Processes Complaint received Assessment Refer to Advocacy Refer to provider Refer to registration authority Get more information

14. Complaints processes More information received No further action NFA but follow-up Clinical advice Investigate

15. Investigation InvestigateBreach of CodeRecommendations Refer to Director of Proceedings NFA NFA with follow- up

16. Case Study Miss A – alcohol dependence and bipolar type 2 Strong suicidal ideation – hospital admission Poor treatment, poor follow-up on discharge