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Leslie Williams MP, Chair, Committee on the Health Care Complains Commission, New South Wales Parliament - Health Care Complaints Handling in NSW
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Leslie Williams MP, Chair, Committee on the Health Care Complains Commission, New South Wales Parliament - Health Care Complaints Handling in NSW

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Leslie Wiliams delivered the presentation at the 2014 Medico Legal Congress. …

Leslie Wiliams delivered the presentation at the 2014 Medico Legal Congress.

The Medico Legal Congress this is the longest running and most successful Medico Legal Congress in Australia, bringing together medical practitioners, lawyers, medical indemnity organisations and government representatives for open discussion on recent medical negligence cases and to provide solutions to current medico legal issues.

For more information about the event, please visit: http://www.healthcareconferences.com.au/medicolegalcongress14

Published in: Health & Medicine

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  • 1. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Mrs. Leslie Williams MP • State Member for Port Macquarie • Chairman, Committee on the HCCC • Member, Committee on the Office of the Valuer General • Convenor, Parliamentary Friends of Dementia
  • 2. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Health Care Complaints Handling in NSW • Inquiry Terms of Reference • Regional vs Metropolitan complaints • Consumer awareness of complaint handling systems • The importance of patient advocacy • Standardisation of complaint handling systems • Feedback vs Complaints
  • 3. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Inquiry Terms of Reference • a comparative analysis of complaints lodged with the HCCC by regional and metropolitan consumers • consumer awareness and understanding of the complaint handling systems and processes
  • 4. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Consumer complaints received by region
  • 5. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Consumer complaints received by issue type
  • 6. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Consumer complaints received by facility type
  • 7. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Consumer complaints received by practitioner type
  • 8. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Consumer Awareness & Understanding • the number of complaints lodged • the number of inquiries received
  • 9. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Complaints received by consumers (2006-07 to 2010-11) Counted by complainant
  • 10. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Inquiries received - (2006-07 to 2010-11)
  • 11. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Commission's website - (2006-07 to 2010-11)
  • 12. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Findings and Recommendations 1. Best practice model 2. Identifying and reporting trends 3. Gauging regional consumer approaches 4. Origin of health consumers 5. Increasing engagement 6. Training and outreach 7. Consumer satisfaction 8. Pro forma survey for LHD's
  • 13. PARLIAMENT OF NEW SOUTH WALES COMMITTEE ON THE HEALTH CARE COMPLAINTS COMMISSION Findings and Recommendations (cont.) 9. Website 10. Brochure – Your Rights & Responsibilities 11. Outreach to diverse communities 12. Patient advocates 13. Complaints vs Feedback

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