Guide: Self-Audit Tool for Complaints Management HSPs demonstrate their commitment to the Introduction appropriate management of complaints by This self-audit provides a tool for health providing sufficient leadership and embedding a culture that values feedback for service providers (HSPs) to assess their current complaints management system and improvement opportunities. Adequate processes. The tool allows HSPs to identify resources, training and support to officers areas for improvement and develop plans for should assist in creating and maintaining such action to address them. a culture. People who are involved in the complaints Background process are treated with respect and dignity. The process ensures that their concerns are The WA Health Complaints Management Policy (Complaints Policy) outlines the treated as genuine, investigated and they are processes for the management of involved in the decisions/outcomes. feedback/complaints relating to WA Health Complainants also respect the role of the staff services. The Complaints Policy falls under responding to their complaint. the mandatory requirements of the Clinical Governance, Safety and Quality Policy Framework. The Complaints Policy advocates People who receive health care should be an efficient, proactive approach to complaint encouraged by HSPs to provide feedback. management that results in the best possible The process for lodging compliments, outcomes for the patient experience and concerns or complaints should be clear and achieving a more responsive health service. easily accessible. An open, receptive and transparent approach should be in place The self-audit tool has been informed by when addressing the feedback. principles outlined in the Complaints Policy, which correlate with the Australian Standard for the handling of complaints as well as the Complaints should be acknowledged and guidelines from a range of agencies including addressed in a timely manner in accordance the Ombudsman WA and the Australian with the timeframes and risk profile as Council for Safety and Quality in Health Care. outlined in the Complaints Policy. Staff should The self-audit tool has been adapted from the be empowered to address complaints early and the Victorian Ombudsman’s (2007) and fairly. Victorian Disability Services Commissioner’s (2013). HSPs to establish procedures to ensure Guiding Principles complaints are recorded, investigated and resolved in a fair and confidential manner. The following seven principles from the Complaints Policy underpin the management of complaints with the WA health system and the relationship with consumers throughout Each complaint should be addressed in an that process. equitable, objective and unbiased manner, be
Guide: Self-Audit Tool for Complaints Management Introduction This self-audit provides a tool for health service providers (HSPs) to assess their current complaints management system and processes. The tool allows HSPs to identify areas for improvement and develop plans for action to address them. Background The WA Health Complaints Management Policy (Complaints Policy) outlines the processes for the management of feedback/complaints relating to WA Health services. The Complaints Policy falls under the mandatory requirements of the Clinical Governance, Safety and Quality Policy Framework. The Complaints Policy advocates an efficient, proactive approach to complaint management that results in the best possible outcomes for the patient experience and achieving a more responsive health service. The self-audit tool has been informed by principles outlined in the Complaints Policy, which correlate with the Australian Standard for the handling of complaints as well as the guidelines from a range of agencies including the Ombudsman WA and the Australian Council for Safety and Quality in Health Care. The self-audit tool has been adapted from the Victorian Ombudsman’s (2007) and the Victorian Disability Services Commissioner’s (2013). Guiding Principles The following seven principles from the Complaints Policy underpin the management of complaints with the WA health system and the relationship with consumers throughout that process. HSPs demonstrate their commitment to the appropriate management of complaints by providing sufficient leadership and embedding a culture that values feedback for improvement opportunities. Adequate resources, training and support to officers should assist in creating and maintaining such a culture. People who are involved in the complaints process are treated with respect and dignity. The process ensures that their concerns are treated as genuine, investigated and they are involved in the decisions/outcomes. Complainants also respect the role of the staff responding to their complaint. People who receive health care should be encouraged by HSPs to provide feedback. The process for lodging compliments, concerns or complaints should be clear and easily accessible. An open, receptive and transparent approach should be in place when addressing the feedback. Complaints should be acknowledged and addressed in a timely manner in accordance with the timeframes and risk profile as outlined in the Complaints Policy. Staff should be empowered to address complaints early and fairly. HSPs to establish procedures to ensure complaints are recorded, investigated and resolved in a fair and confidential manner. Each complaint should be addressed in an equitable, objective and unbiased manner, be
WA-Self-Audit-Tool-Complaints-Management.docx