Gisborne Hospital Report - Health and Disability Commissioner

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Gisborne Hospital 1999 – 2000 Incident Reporting and Complaints Procedure 7.24 The Clinical Board should be given responsibility for monitoring the implementation of action plans designed to address organisational trends identified in clinical incidents. 7.25 Each area should receive regular (eg, monthly) reports on incidents occurring in their area (including trends); such reports should be discussed at a staff meeting and action plans implemented as appropriate. 7.26 Clinical leaders and line managers should monitor repeated incidents involving the same individual. Notification 7.27 A clear statement should be made to staff at all levels describing types of incident that require immediate notification to the line manager. Follow-up 7.28 The recommendations in the Medical Practitioners Quality Assurance Activity: Tairawhiti Notice 1998 related to incidents should be implemented consistently. 7.29 The findings of the Health Funding Authority audit (31 August 1999) should be reviewed to identify any outstanding areas still to be addressed. Complaints handling 7.30 Complaints offer a provider organisation the opportunity to understand the needs of the consumer and in so doing to enhance the level of service, trust and connection between the organisation and its community. This is especially true for public hospitals. Wherever possible, complaints should be resolved face-to-face, and followed up by letter. 7.31 The complaints system at Tairawhiti District Health will be enhanced by an effective and fully operational database. 7.32 There is a need to link complaints data to risk management processes and educational processes at Tairawhiti District Health. 7.33 If Group Managers and Service Managers are to be responsible for managing the complaints in their areas, there is also a need to train them in conflict resolution and the management of complaints. 7.34 As an alternative to recommendation 7.33, the Quality Co-ordinator, as the person at Tairawhiti District Health with overall responsibility for managing complaints, needs to be adequately resourced. 65
Gisborne Hospital 1999 – 2000 Incident Reporting and Complaints Procedure Response to recommendations 7.35 Tairawhiti District Health accepted all of these recommendations, and advised that they have been implemented or are in the process of being implemented. 7.35 It would appear that significant progress is being made by Tairawhiti District Health in the improvement of the incident reporting and complaints procedure. 66
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GISBORNE HOSPITAL 1999 - 2000 A rep
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Table of Contents Page Executive Su
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1. BACKGROUND EXECUTIVE SUMMARY 1.1
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3. THE ENVIRONMENT 3.1 My investiga
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pathologist, staff shortages and pr
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Gisborne Hospital 1999 - 2000 Intro
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RECOMMENDATIONS Quality Assurance S
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Gisborne Hospital 1999 - 2000 Recom
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Gisborne Hospital 1999 - 2000 Recom
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APPENDIX NZNO LETTER TO MINISTER OF
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11. The anaesthetist had a practice
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THE ANONYMOUS LETTER The anonymous
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GLOSSARY ABBREVIATIONS A&E A,T&R AQ
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Gisborne Hospital Report - Health and Disability Commissioner

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