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Implementing a Statewide Patient Complaint System

Implementing a Statewide Patient Complaint System. GOAL. The improvement of the quality and performance of health services through the development and implementation of a State-wide approach to managing and utilising patient survey and complaints data. Objectives.

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Implementing a Statewide Patient Complaint System

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  1. Implementing a Statewide Patient Complaint System

  2. GOAL The improvement of the quality and performance of health services through the development and implementation of a State-wide approach to managing and utilising patient survey and complaints data.

  3. Objectives • A coordinated and strategic approach to the collection, utilisation & comparison of consumer feedback • Consumer feedback framework with links to core quality indicators • Complaints Management System aligned with National and HRC requirements and direction • Corporate Policy and guidelines • Training and support for key stakeholders and system users

  4. Why do this? Better Health for all Queenslanders

  5. Quality Improvement Initiatives +ve -ve

  6. Political Drive • Couldn’t get statistics • Didn’t know what the issues where • Didn’t want to know • Didn’t provide training • HRC receives many complaints that they need not • Growth industry - Catch the train now.

  7. How do you sell the beauty of consumer feedback?Particularly the negative.

  8. Live it Breath it Believe it Dream it

  9. Why is Queensland Different? • Is Queensland different? • Demographics • Culturally • Bottom up buy in • National recognition • Lessons learned

  10. Process • Development • Workshops • Wide consultation and feedback on draft documents • Pilot • It must work before rollout • Rollout • Fingers crossed and here we go

  11. Complaint handling is the responsibility of everyone in the organisation.

  12. Front Line Complaint Handling • SStaff empowered with clear delegations to resolve complaints wherever possible at first contact. • SStaff log complaint details and forward to complaint coordinator for later analysis Tier 1 • Coordinated Complaint Management • MMore Senior staff or designated complaint coordinator reviews/investigates unresolved complaints and reviews complaint data for areas for improvement. Tier 2 • Independent Review • UUnresolved complaint referred externally. E.g. • AAlternative dispute resolution procedure tried (eg mediation through District Manager) • CComplaint referred to external agency (such as Health Rights Commission or Health Professional Registration Body) • CComplainant informed of alternative avenues for resolution. Tier 3

  13. Complaint Coordinator • authority • cooperation and support from all levels • reports directly to the District Manager • readily accessible • referral authority

  14. Complaint Coordinator cont. • dealing directly with consumers • ensure timeliness and consistency in management and correspondence • assist staff to draft correspondence, manage complaints and achieve resolution • ensure that complaint data is used to improve health service delivery

  15. Front Line Complaint Handling • SStaff empowered with clear delegations to resolve complaints wherever possible at first contact. • SStaff log complaint details and forward to complaint coordinator for later analysis Tier 1 • Internal Review or Investigation • MMore Senior staff or designated complaint coordinator reviews/investigates unresolved complaints and reviews complaint data for areas for improvement. Tier 2 • Independent Review • UUnresolved complaint referred externally. E.g. • AAlternative dispute resolution procedure tried (eg mediation through District Manager) • CComplaint referred to external agency (such as Health Rights Commission or Health Professional Registration Body) • CComplainant informed of alternative avenues for resolution. Tier 3

  16. Say ‘Sorry’, and mean it.

  17. Complaint data for quality • Number of complaints • Resolution timeframes • Complaint severity • External Referrals • Issues • Staff Category • Resolution Mechanisms/Outcomes. • Organisational Actions

  18. Seriousness 1 2 3 4 5 1 L L M H H Risk 2 L L M H E 3 L M H E E 4 M M H E E 5 H H E E E

  19. So, how are we surviving? • Networking • Building on current structures • Encouraging and building on enthusiasm and good will. • Support from both the bottom up and top down levels.

  20. Here’s to a prosperous future and Better Health for all Australians

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