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Partnerships: HSC, CLOs, DHS What Do They Want?

Partnerships: HSC, CLOs, DHS What Do They Want?. The Department of Human Services (DHS) Perspective. Introduction. The purpose of this presentation is to outline the role and objectives of the DHS in complaints management

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Partnerships: HSC, CLOs, DHS What Do They Want?

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  1. Partnerships: HSC, CLOs, DHSWhat Do They Want? The Department of Human Services (DHS) Perspective Department of Human Services

  2. Introduction • The purpose of this presentation is to outline the role and objectives of the DHS in complaints management • Philip Cohen, Manager, Performance Unit, Quality and Care Continuity, Acute Health Department of Human Services

  3. Overview • DHS Policy • The involvement to date: • General Funding of OHSC • Support for HCIP • DHS Complaint Indicators • The Future Department of Human Services

  4. DHS Policy • Effective complaints mechanisms within service providers • Use complaints as a source of information for quality improvement • Protocol for handling complaints received directly by Minister or the Department Department of Human Services

  5. Specific Initiatives • Statement of Understanding between Dept. & Health Services Commissioner (OHSC) • Health Complaints Information Project (HCIP) re-development • Supported NHCIP • Complaint Indicators Department of Human Services

  6. Complaint Indicators • Aim: To monitor the extent to which hospitals have effective complaints management mechanisms • Hospitals provided data directly to the Department Department of Human Services

  7. The indicators • Resolution of complaints within 30 days of registration • External referral of complaints for further management • Provision of data to the OHSC Department of Human Services

  8. Resolution of Complaints Department of Human Services

  9. External Referral - Complaints Department of Human Services

  10. Provision of data to OHSC • 47 hospitals (47%) said data provided to OHSC within last 12 months • OHSC reported only 32 hospitals had provide data for same period Department of Human Services

  11. Problems Encountered • Lack of appropriate development, including adequate consultation • Questioning the “meaningfulness” of the chosen indicators • Lack of CLO support • Drop-off in provision of data Department of Human Services

  12. The Future • Further work with HCIP to facilitate reporting to OHSC • Revised indicators – system changes as a result of complaints • System-wide indicators from July 2001 • Changes in HSC legislation • National developments: ACSQHC • Privacy issues Department of Human Services

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