Complaints Policy and Procedure
Policy
- We aim to provide a service that meets the needs of our consumers and we strive for a high standard of care;
- We welcome suggestions from consumers, their family members who care for them, and from our clinicians and staff about the safety and quality of care we provide;
- We are committed to an effective and fair complaints system; and
- We support a culture of openness and willingness to learn from incidents, including complaints.
Procedure
Consumers and their families are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it. Consumers and their carers are encouraged to discuss any concerns about clinical care with our doctors, or they can complete the Suggestion for improvement form or Consumer feedback form. Clinicians and staff can also use the Suggestion for improvement form to record concerns and complaints about the quality of service or care to consumers. All complainants are treated with respect, sensitivity and confidentiality. All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem. Consumers, their families, clinicians and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected. Consumers, clinicians and staff will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service. Our clinicians and staff are expected to provide assistance to consumers who have special needs, such as those who do not speak English well or have a disability, so that they can provide feedback or follow up a complaint.
Everyone’s responsibility
All clinicians and staff are expected to encourage consumers and their families to provide feedback about the service, including complaints, concerns, suggestions and compliments. Clinicians and staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.
If the complaint is not resolved
Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints. Our clinicians and staff refer complaints to the clinical director if:
- after attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
- the outcome the complainant is seeking is beyond the scope of their responsibilities or
- they or the complainant believe the matter should be brought to the attention of someone with more authority.
If the complaint is not resolved at the point of service, clinicians and staff are expected to acknowledge to the complainant that a formal complaint has been received and will be acted on. They will then refer this to the clinical director.
The clinical director coordinates resolution of formal complaints in close liaison with the treating clinician and other staff who are directly involved.
Administration and oversight
The clinical director is responsible for coordinating investigation and resolution of formal complaints, conducting risk assessments (in consultation with clinicians), liaising with complainants, maintaining a register of complaints and other feedback, providing regular reports on informal and formal complaints, and monitoring the performance of the complaints policy and procedure.
Clinical directors are responsible for a proactive approach to receiving feedback from consumers and staff, risk management in consultation with the investigation and review of complaints and follow up action for serious complaints, or where complaints result in recommendations for change in policy of procedures.