U2O2- HCC (ch11)

Question 1

What do Victorians have the right to do?

Answer 1

Make a complaint through the Health Complaints Commissioner.

Question 2

What’s the HCC?

Answer 2

fee-free organization that receives/ resolves complaints about health service providers through impartial/confidential process.

Question 3

What does HCC work under?

Answer 3

the Health Complaints Act in 2016.

Question 4

What are some examples of complaints managed by the HCC?

Answer 4

access to services
quality and safety
care and attention
communication 
handling by health service provider

Question 5

What are examples of registered health practitioners?

Answer 5

doctors, dentists, nurses , midwives , physiotherapists chiropractors, optometrists, pharmacists

Question 6

What are some examples of non-registered health practitioners?

Answer 6

dietitians, speech pathologists, homeopaths, counsellors

Question 7

What are some outcomes of complaints ?

Answer 7

an explanation
an apology
access to treatment
a refund or compensation (payment)
a change in policy

Question 8

What is the first step in dealing with a complaint?

Answer 8

figure out if if another agency or HCC should tackle it.

Question 9

What’s the easiest way to resolve a complaint?

Answer 9

to confirm that the person making the complaint has tried to resolve the issues with the service provider.

Question 10

What are the three courses of action possible?

Answer 10

Early resolution
formal resolution
Investigation

Question 11

What is early resolution?

Answer 11

least formal path
complaint discussed with both parties
no resolution HCC may not be able to assist

Question 12

What is a formal resolution?

Answer 12

documented steps towards a solution

formal description first written with a resolution plan to health service provider

Question 13

What is an investigation?

Answer 13

formal and detailed examination to handle complex matter

investigate public and private organizations as well as individual practitioners.