Key Performance Indicators Certification of Key Performance Indicators Our Key Performance Indicators Health and Disability Services Complaints Office Report on Key Performance Indicators Government goal: Greater focus on achieving results in key service delivery areas for the benefit of all Western Australians. Desired outcome: Improvement in the delivery of health and disability services. An overview of the Health and Disability Services Complaints Office (HaDSCO) Key Performance Indicators is demonstrated in the table below: Key Effectiveness Services Key Efficiency Indicators Indicator Proportion of Service One Complaints KPI 1.1 Percentage of – recommendations resulting Management: complaints closed within in implementation by Assessment, negotiated legislation timeframes providers settlement, conciliation and investigation of complaints KPI 1.2 Average cost per finalised complaint Service Two Education: KPI 2.1 Average cost per – Education and training in the presentation, awareness prevention and resolution of raising, consultation and complaints networking activities Key Effectiveness Indicator The Key Effectiveness Indicator reports on the proportion of recommendations resulting in implementation by key focus is to improve health, disability and mental providers. HaDSCO’s health services. As a result of complaints management processes, HaDSCO’s recommendations and agreed actions are made to service providers to improve the delivery of health, disability and mental health services. The purpose of the Key Effectiveness Indicator is to report on the extent to which service providers are making changes to improve processes, practices and policies as a result of recommendations and agreed actions made by HaDSCO that arise from complaints. At the request of the Office of the Auditor General, a target was developed for the Key Effectiveness Indicator for the 2016-17 reporting year which is detailed below. To ensure transparency in the process and in transition to the new reporting format, the former representation of the indicator is included to reflect the change in format. Key 2016-17 2016-17 Effectiveness 2012-13 2013-14 2014-15 2015-16 Target Actual Indicator
Key Performance Indicators Certification of Key Performance Indicators Our Key Performance Indicators Health and Disability Services Complaints Office Report on Key Performance Indicators Government goal: Greater focus on achieving results in key service delivery areas for the benefit of all Western Australians. Desired outcome: Improvement in the delivery of health and disability services. An overview of the Health and Disability Services Complaints Office (HaDSCO) Key Performance Indicators is demonstrated in the table below: Key Effectiveness Indicator Services Key Efficiency Indicators Proportion of recommendations resulting in implementation by providers Service One – Complaints Management: Assessment, negotiated settlement, conciliation and investigation of complaints KPI 1.1 Percentage of complaints closed within legislation timeframes KPI 1.2 Average cost per finalised complaint Service Two – Education: Education and training in the prevention and resolution of complaints KPI 2.1 Average cost per presentation, awareness raising, consultation and networking activities Key Effectiveness Indicator The Key Effectiveness Indicator reports on the proportion of recommendations resulting in implementation by providers. HaDSCO’s key focus is to improve health, disability and mental health services. As a result of HaDSCO’s complaints management processes, recommendations and agreed actions are made to service providers to improve the delivery of health, disability and mental health services. The purpose of the Key Effectiveness Indicator is to report on the extent to which service providers are making changes to improve processes, practices and policies as a result of recommendations and agreed actions made by HaDSCO that arise from complaints. At the request of the Office of the Auditor General, a target was developed for the Key Effectiveness Indicator for the 2016-17 reporting year which is detailed below. To ensure transparency in the process and in transition to the new reporting format, the former representation of the indicator is included to reflect the change in format. Key Effectiveness Indicator 2012-13 2013-14 2014-15 2015-16 2016-17 Target 2016-17 Actual
HaDSCO_2016-17_Annual_Report_Disclosures_and_legal_compliance.docx