Annual Report for the year ended 30 June 2009 - Health and ...

RUNNING STATEMENT (MAIN) OF HEADING SERVICE PERFORMANCE
Output Class 1: Service Delivery
HDC carries out several key activities in relation to its responsibilities under the Act:
• A nationwide, independent advocacy service promotes and educates consumers about
their rights, and providers about their responsibilities, and assists consumers unhappy with
health or disability services to resolve complaints about alleged breaches of the Code of
Health and Disability Services Consumers’ Rights, at the lowest appropriate level.
• The Commissioner responds to enquiries.
• The Commissioner assesses and resolves complaints.
• The independent Director of Proceedings initiates proceedings against providers.
• The Commissioner promotes and educates consumers, providers, professional bodies and
funders about the provisions of the Code of Health and Disability Services Consumers’ Rights.
• The Commissioner provides policy advice on matters related to the Code of Health and
Disability Services Consumers’ Rights and legislation that affects the rights of health and
disability services consumers.
Output 1: Complaints Resolution
Performance
Measure
Complaints
1. 80% of all complaints closed within
6 months of receipt, and 95%
closed within 12 months of receipt;
no files aged over 2 years.
2. Fewer than 1% of complaints
files reopened after a closed file
review to determine fairness
and appropriateness of original
decision.
3. A random sample of consumers
and providers surveyed and
feedback sought regarding
timeliness and fairness of HDC
complaints processes.
4. Follow-up of recommendations
confirms 100% compliance by
providers.
Target Date
30 June 2009
30 June 2009
30 June 2009
30 June 2009
Actual
Target achieved. 87% of all complaints
(1196 of 1378) closed within 6 months
of receipt; 96% of all complaints (1325
of 1378) closed within 12 months of
receipt. No file over 2 years.
Target achieved. Fewer than 1% (1 of
1378) of complaints files reopened
after a closed file review (139 closed
files reviewed).
Target achieved. 430 complainants
and providers (of cases closed between
July and December 2009) surveyed.
Response rate 47% (200). 82% felt
complaint taken seriously, 76% felt
complaint treated impartially, 79%
felt clear reasons given for decision,
76% understood reason for decision,
and 70% satisfied overall with
management of complaint.
Target partially achieved. 346
recommendations made from 1 July
2008 required compliance by 30 June
2009. 98.5% complied with: 66% (229)
full compliance, 32% (112) partial
compliance, 1.5% (5) non-compliant
and referred to registration boards
where appropriate.
46 E.17