Transcript TEMPLATE - HCCC presentation for health practitioners

Tips on resolving concerns
and complaints directly
Elisabeth Barry
Resolution Officer
Health Care Complaints Commission
Why is it important to raise
concerns?

For change to occur, the service or the
health worker need to know the issue

Important when you have an ongoing
relationship with the health service or
health worker

Communication/information may be the
reason for the concern or
misunderstanding
Barriers to raising concerns





Not knowing who to complain to
Potential for conflict
Lack of trust
Have tried to raise concern, but do not
feel heard
Fear
How to raise concerns

If possible, talk directly with the person
you are concerned about; if not their
manager (ask for the person who deals
with complaints)

Be clear what your issue is and what
you want to achieve

Listen to the information and other
person’s point of view
Questions to guide you

Who was involved?

What happened?

What are your specific concerns?

What do you expect to happen?

Would you like to meet or get a
response in writing?
If you are supporting
another person

Sometimes people need help to raise
concerns

There may be specific issues when
complaining on someone’s behalf
(privacy and confidentiality)

If possible, get their consent
If you are unhappy with the
response:

Tell the health worker or service what
your remaining issues are

If you are dissatisfied with their
response, you have different options:

Team Leader/Manager/Director

Local Health District
(for public health services)

Health Care Complaints Commission
If you want to discuss
making a complaint:

Call the Commission on 1800 043 159

Inquiry Officers can give advice and
information

Where necessary, they can help to put a
complaint in writing

We use TIS National (131 450) for
people who prefer to contact us in
another language
If you make a complaint in
writing to the Commission

Usually, the health worker/service is notified
and asked for a response

The employer is not notified

All complaints are assessed

Where a registered health practitioner is
involved, the Commission consults with health
professional council

All parties are advised of the outcome and
reasons
Thank you.
For more information, visit www.hccc.nsw.gov.au