1. Department of Human Services1 Partnerships: HSC, CLOs, DHS What Do They Want? The Department of Human Services (DHS) Perspective

3. Department of Human Services3 Introduction The purpose of this presentation is to outline the role and objectives of the DHS in complaints management Philip Cohen, Manager, Performance Unit, Quality and Care Continuity, Acute Health

4. Department of Human Services4 Overview DHS Policy The involvement to date: General Funding of OHSC Support for HCIP DHS Complaint Indicators The Future

5. Department of Human Services5 DHS Policy Effective complaints mechanisms within service providers Use complaints as a source of information for quality improvement Protocol for handling complaints received directly by Minister or the Department

6. Department of Human Services6 Specific Initiatives Statement of Understanding between Dept. & Health Services Commissioner (OHSC) Health Complaints Information Project (HCIP) re-development Supported NHCIP Complaint Indicators

7. Department of Human Services7 Complaint Indicators Aim: To monitor the extent to which hospitals have effective complaints management mechanisms Hospitals provided data directly to the Department

8. Department of Human Services8 The indicators Resolution of complaints within 30 days of registration External referral of complaints for further management Provision of data to the OHSC

9. Department of Human Services9 Resolution of Complaints Hospital Category Complaints open closed in 30 days % resolvd in 30 days A/B3577223862% C24518776% D/E1106861% Total3932249363%

10. Department of Human Services10 External Referral - Complaints Hospital Category Complaints open complaints referred % referred to OHSC A/B35771383.9% C245135.3% D/E1101311.8% Total39321644%

11. Department of Human Services11 Provision of data to OHSC 47 hospitals (47%) said data provided to OHSC within last 12 months OHSC reported only 32 hospitals had provide data for same period

12. Department of Human Services12 Problems Encountered Lack of appropriate development, including adequate consultation Questioning the “meaningfulness” of the chosen indicators Lack of CLO support Drop-off in provision of data

13. Department of Human Services13 The Future Further work with HCIP to facilitate reporting to OHSC Revised indicators – system changes as a result of complaints System-wide indicators from July 2001 Changes in HSC legislation National developments: ACSQHC Privacy issues