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A COLLABORATIVE MODEL OF COMPLAINT ASSESSMENT AND MANAGEMENT

A COLLABORATIVE MODEL OF COMPLAINT ASSESSMENT AND MANAGEMENT. Dr Alison Reid Medical Director NSW Medical Board. ROLE OF THE NSW MEDICAL BOARD. Protection of the public Maintenance of professional standards. NSW MEDICAL BOARD. Achieves its mission through:

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A COLLABORATIVE MODEL OF COMPLAINT ASSESSMENT AND MANAGEMENT

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  1. A COLLABORATIVE MODEL OF COMPLAINT ASSESSMENT AND MANAGEMENT Dr Alison Reid Medical Director NSW Medical Board

  2. ROLE OF THE NSW MEDICAL BOARD • Protection of the public • Maintenance of professional standards

  3. NSW MEDICAL BOARD Achieves its mission through: • registering medical practitioners • impaired registrants program • performance assessment program • complaint management

  4. A COLLABORATIVE MODEL NSW Medical Board NSW Health Care Complaints Commission

  5. COMPLAINT ASSESSMENT All complaints and notifications received by either party are jointly assessed at a weekly meeting within an established, consistent framework.

  6. COMPLAINT ASSESSMENT 25-30 complaints / notifications (medical practitioners) are jointly assessed each week.

  7. ATTRIBUTES OF AN ASSESSMENT PROCESS Reliability Validity Acceptability Feasibility Educational impact

  8. ATTRIBUTES OF AN ASSESSMENT PROCESS RELIABILITY = consistency of assessment of similar complaints

  9. ATTRIBUTES OF AN ASSESSMENT PROCESS VALIDITY = the extent to which the assessment measures what it purports to measure

  10. ATTRIBUTES OF AN ASSESSMENT PROCESS ACCEPTABILITY = the degree to which the assessment is acceptable to all the stakeholders

  11. ATTRIBUTES OF AN ASSESSMENT PROCESS FEASIBILITY = the degree to which the assessment can be delivered within staff and time constraints

  12. ATTRIBUTES OF AN ASSESSMENT PROCESS EDUCATIONAL IMPACT = the degree to which complaint assessment can assist doctors to improve their performance

  13. ATTRIBUTES OF AN ASSESSMENT PROCESS Achieved through: • personnel • process

  14. COMPLAINT ASSESSMENT Personnel: • Health Care Complaints Commissioner + 1 or 2 senior staff • Medical Director, NSWMB

  15. COMPLAINT ASSESSMENT Process: • decision framework • decision rules • corporate memory

  16. COMPLAINT ASSESSMENT Decision Framework: • decline • concilliate • refer to another body • investigate - ? UPC or PM continued;

  17. COMPLAINT ASSESSMENT Decision Framework: • refer to the Medical Board • disciplinary / educative interview • management in the Health or Performance stream

  18. COMPLAINT ASSESSMENT Decision rules: • highest call prevails • UPC or PM over-ride Health and Performance • Health over-rides Performance

  19. COMPLAINT ASSESSMENT Corporate Memory: • precedent complaints • what works • what doesn’t

  20. COLLABORATIVE MODEL Success is contingent on: • trust (acceptability) • confidence (reliability / validity) • legislative support (feasibility) • balancing discipline & remediation (educational impact)

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