Queensland Health Consumer Complaints Management Policy

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					Queensland Health Consumer Complaints
Management Policy

Policy Statement

The Consumer Complaints Management Policy will provide a consumer complaints framework
that supports an ethical, comprehensive and consumer friendly complaints management
process.


Intent of this policy

The Queensland Health Consumer Complaints Management Policy undertakes the following:

   •   To provide consumers with an ethical and efficient complaints management system that is
       transparent and trustworthy,

   •   To provide Queensland Health with an instrument for open dialogue and communication
       with consumers that supports continuous quality improvement values,

   •   To support and encourage consumers to be in partnership with Queensland Health in the
       management of their health care,

   •   To provide a framework that defines the responsibilities of all parties in the complaint
       process – consumers and Queensland Health Officers,

   •   To provide a framework that protects both staff and consumers against prejudicial
       treatment by providing a comprehensive and fair investigative process,

   •   To support the treatment of all parties equally, in accordance with Natural Justice and
       Anti-discrimination legislation,

   •   To respect the confidentiality of all parties, in accordance with Privacy legislation,

   •   To ensure that consumers will not be subjected to any prejudicial treatment as a result of
       making a complaint – consumer complaints will not be documented on patient health care
       records.

Scope
This policy applies to all Queensland Health Officers and Agents – including Queensland Health
Central Office, Shared Service Providers, State-wide Services and District Health Services with
provisions for the Mater Public Hospitals
Queensland Health: Consumer Complaints Management Policy




Principles
The following principles underpin the Queensland Health Consumer Complaints Management
Policy and will be reflected in consumer complaints management at all levels through the
appropriate standard.

   •   Consumer Focus – accessibility, responsiveness, assessment and resolution

   •   Continuous Quality Improvement

   •   Open Disclosure and Transparency

   •   Accountability

Legislative or other Authority

          Health Services Act 1991
          Australian Commission on Safety and Quality in Health Care (ACSQHC)
          Queensland Ombudsman
          Health Quality and Complaints Commission (HQCC)

Related Policy or Documents

          Queensland Health Consumer Complaint Management Implementation Standard
          AS/ISO Complaints Management Standard 10002 – 2006
          Health Quality and Complaints Commission (HQCC) Complaints Management Standard

Review
This policy will be reviewed at least every two years.

Date of Last Review:        2007

Supersedes: Queensland Health Consumer Complaints Management Policy 2007

Policy Custodian
Dr Tony O’Connell
Chief Executive Officer
Centre for Healthcare Improvement


Responsible Executive Management Team member
Dr Tony O’Connell
Chief Executive Officer
Centre for Healthcare Improvement



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Queensland Health: Consumer Complaints Management Policy



Approval and Implementation

Approving Officer
Dr Tony O’Connell
Chief Executive Officer
Centre for Healthcare Improvement


Approval Date

28th of August 2009


Implementation Date

28th of August 2009


Glossary of Terms used in this policy and supporting documents

 Term         Definition                                                                  Source


 Consumer     A consumer complaint is “an expression of dissatisfaction on
 Complaint    a consumer’s behalf to a responsible party” (Landon, 1980).
              A complaint can be made:
                                                                                          E. Laird Landon,
                                                                                          Jr. (1980), "THE
                  •   verbally or in writing,                                             DIRECTION OF
                                                                                          CONSUMER
                  •   by a patient, their advocate, carer or family member (a             COMPLAINT
                                                                                          RESEARCH", in
                      Queensland Health Officer may act as a patient                      Advances in
                      advocate when that patient is aware of and has agreed               Consumer
                      to the advocacy role),                                              Research Volume
                                                                                          07, eds. Jerry C.
                                                                                          Olson, Ann Abor :
                  •   by groups of consumers or consumer organisations, or                Association for
                                                                                          Consumer
                  •   by members of the community.                                        Research, Pages:
                                                                                          335-338.
              Complaints Management incorporates all elements of the
              complaints process from the initial lodgement of a complaint
              through to finalisation of the matter.




                                                                                                       Page 3 of 3
                                                         P:\DRA\QMSU\HEIT\Projects\CC Management Projects\Policy
                                                 review\Policy\Consumer Complaints Management Policy 2009 v2.0.doc
                                                                        “PRINTED COPIES ARE UNCONTROLLED”