1. Bernadette Liston Resolution Officer Health Care Complaints Commission Making a complaint What do you need to know?

2. 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.

3. 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.

4. 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

5. Inquiries received Complaints received

6. 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

7. 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)

8. 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

9. 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.

10. Lodging a complaint  Complaint has to be in writing  Can be lodged electronically  Online complaint form is available at www.hccc.nsw.gov.au 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

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

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

13. 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

14. Outcomes of assessing complaints

15. Outcomes of assessing complaints 2011-12 Assessment outcomeAll complaints (4,103) Discontinued49.2% Referred to professional Council18.4% Resolution Service15.0% Local resolution5.8% Investigation4.7% Resolved during assessment4.4% Referred to another body or person2.6%

16. Thank you!