Office of the Health Services Commissioner Annual Report 2001-02

There were 138 complaints about costs in 2000/2001, compared with 155 or 7% this
year. Complaints about costs are not accepted unless the complaint raises issues, such
as communication, in addition to costs.
An elderly man who had been a member of a private health scheme for several
years complained he was unable to pay the additional costs involved in
hospitalisation. His doctor had charged him $80 for daily visits during his last
admission and would not reply to his letters asking why the visits had been
necessary. When the doctor learned of the man’s circumstances she agreed to
accept a reduced fee paid in instalments.
Table 14 shows the administration issues in complaints.
Table 14. Administration issues
Administration 2%
Advertising 5
Failure to provide certificate 6
Hygiene 7
Management Practices 13
No/inadequate response 4
Other 8
Policy 2
Quackery/legality 2
Total Administration 47
There were 47 complaints in 2001/02 about administration issues in health services
compared with 58 in 2000/2001. These complaints are about the ways in which
services are run rather than the medical or health components of services. Complaints
include public health standards.
A woman telephoned the HSC because although she had paid for a consultation
at the time of the visit, she was not given a receipt and therefore could not claim
her rebate. She had made many phone calls to the Clinic but still the receipt was
not sent as promised. After receiving the complaint through HSC, the Clinic sent
the woman the receipt and the matter was closed.
Health Services Commissioner Annual Report 2001/2002 28