health system complaints

Question 1

a brief description of the patient complaint rights

Answer 1

• Patients have the right to make health service complaints.
• In Victoria, complaints are handled by the Health Complaints Commissioner (HCC).
• The HCC is an independent, fee-free organization that resolves complaints.
• The HCC supports safe, ethical healthcare in Victoria.
• Complaints can be from patients, friends, family, guardians, providers, or community members.
• Includes schools, gyms, and health information organizations.

Question 2

complaints can relate to:

Answer 2

• Access to services
• Quality and safety
• Care and attention
• Respect, dignity and consideration
• Communication about treatment, options and costs
• The level of involvement in healthcare decisions
• Access, privacy and confidentiality of personal health information
• Complaint handing by the health service provider

Complaints can be lodged for both registered health practitioners such as doctors and dentists but also for non-registered health practitioners such as dietitians or counsellors

Question 3

redress

Answer 3

to remedy/fix something that has been judged to be wrong and/or compensate it

Question 4

complaints process

Answer 4

1. redress
2. HCC
3. outcome
4. warning

Question 5

1. redress

Answer 5

by speaking directly with the health service provider

Question 6

2. HCC

Answer 6

if the above step is not successful then a complaint can be made to the HCC via phone, online or in writing. The HCC is independent and does not take sides

Question 7

3. outcome

Answer 7

HCC works with the person to come to a fair and effective outcome. This may include an explanation about what happened and why, an apology, access to treatment, amendments to health records, a refund, or a change in policy or practice to prevent future problems

Question 8

4. warning

Answer 8

the HCC can also launch formal investigations and warn the public about dangerous health service providers (danger to health, safety, life or welfare.) This is for large or highly complex matters

Question 9

once a complaint has been assessed and accepted by the HCC, there are 3 courses

Answer 9

1. early resolution
2. formal resolution
3. investigation - check 4. warning card

Question 10

1. early resolution

Answer 10

• Early resolution is the quickest and least formal method.
• Complaints are discussed over the phone to clarify the problem and identify a solution.
• If no resolution is reached, the HCC may not continue.
• If the complaint is too complex, formal resolution or investigation may be initiated.

Question 11

2. formal resolution

Answer 11

• Complainant’s complaint description is written.
• A resolution plan is sent to health service provider.
• Plan may include meetings, medical records, reports, or independent opinions.
• Provider’s improvements are documented and shared.
• If no resolution is reached, HCC may not assist further.
• Complaint may be considered for investigation.