NSW HEALTH PROCEDURE
CONTENTS
1 INTRODUCTION ...................................................................................................................... 1
1.1 Background ....................................................................................................................... 1
1.2 Key definitions ................................................................................................................... 1
2 COMPLAINT MANAGEMENT FRAMEWORK ....................................................................... 2
2.1 Commitment to effective Complaint Handling .................................................................. 2
2.1.1 Respectful Treatment ............................................................................................ 3
2.1.2 Information and Accessibility ................................................................................ 3
2.1.3 Good Communication ........................................................................................... 3
2.1.4 Taking Ownership ................................................................................................. 3
2.1.5 Timeliness ............................................................................................................. 3
2.1.6 Transparency ........................................................................................................ 4
2.2 National Safety and Quality Health Service Standards ................................................... 4
2.3 NSW Policy framework ..................................................................................................... 4
2.3.1 Identifying relevant policies ................................................................................... 4
2.4 Pathway for complaints management within NSW Health............................................... 5
2.4.1 Complaints to be managed by frontline staff ........................................................ 6
2.4.2 The benefits of offering an apology at an early opportunity ................................. 6
2.4.3 Accessibility for people making complaints .......................................................... 7
2.4.4 Escalation of the complaint within the organisation ............................................. 7
2.4.5 Serious or complex complaints ............................................................................. 7
2.4.6 Notifications relating to complaints ....................................................................... 8
2.4.7 Referral of complaints ........................................................................................... 9
3 COMPLAINTS MANAGEMENT PROCESS ............................................................................ 9
3.1 Receiving Complaints ..................................................................................................... 10
3.2 Keeping records about complaints ................................................................................. 10
3.3 Acknowledgment of complaints ...................................................................................... 11
3.3.1 Complaints to be acknowledged within 5 days .................................................. 11
3.3.2 Information to be included in acknowledgment of complaint ............................. 11
3.4 Assessing complaints ..................................................................................................... 12
3.4.1 Risk Assessment ................................................................................................ 12
3.4.2 Identify Issues ..................................................................................................... 12
3.4.3 Identify individuals involved ................................................................................ 12
3.4.4 Consider what policy applies and whether external reporting is required ......... 13
3.4.5 Obtain consent or authority to disclose information ........................................... 13
3.5 Addressing the complaint ............................................................................................... 13
3.5.1 Investigating a complaint .................................................................................... 13
3.5.2 Complaints involving multiple processes ............................................................ 14
3.5.3 Possible outcomes for complaint process .......................................................... 14
3.6 Finalising the complaint .................................................................................................. 15
3.6.1 Complaints to be finalised within 35 days .......................................................... 15
3.6.2 Complaints to be finalised in writing where appropriate ..................................... 15