Office of the Health Services Commissioner Annual Report 2001-02

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TABLE OF CONTENTS COMMISSIONER’S SUMMARY .....................................................................3 HEALTH SERVICES REVIEW COUNCIL ......................................................5 PRESIDENT’S REPORT 2001/2002 ..............................................................5 STATUTORY FUNCTIONS ..........................................................................10 THE ROLE OF THE COMMISSIONER........................................................................................ 10 GUIDING PRINCIPLES................................................................................................................. 10 EXPECTATIONS AND STANDARDS ......................................................................................... 11 HEALTH RECORDS ACT 2001.................................................................................................... 11 OTHER STATUTORY ROLES...................................................................................................... 11 LIAISON, TRAINING & PROMOTION ....................................................................................... 11 OVERVIEW OF COMPLAINTS ....................................................................12 PUBLIC INTEREST ISSUES ........................................................................12 ANALYSIS OF COMPLAINT TRENDS.........................................................13 2001/2002 SUMMARY................................................................................................................... 13 ENQUIRIES .................................................................................................................................... 15 SERIOUSNESS............................................................................................................................... 15 COMPLAINTS................................................................................................................................ 16 HOW COMPLAINTS ARE MANAGED .........................................................17 RESOLUTION AT ENQUIRY/ASSESSMENT STAGE............................................................... 18 CONCILIATION REPORT ............................................................................................................ 19 REGISTRAR’S REPORT ............................................................................................................... 20 ABORIGINAL LIAISON OFFICER’S REPORT .......................................................................... 21 PRISONER COMPLAINTS............................................................................................................ 22 OUTCOMES .................................................................................................24 REASONS FOR COMPLAINTS....................................................................24 CATEGORIES OF COMPLAINTS AGAINST HEALTH SERVICE PROVIDERS.................................................................................................29 MEDICAL PRACTITIONERS ....................................................................................................... 29 GENERAL PRACTITIONERS....................................................................................................... 30 DENTISTS ...................................................................................................................................... 31 DENTAL PROSTHETIST ..............................................................................................................32 HOSPITALS.................................................................................................................................... 32 PSYCHIATRIC SERVICES ........................................................................................................... 34 HOSPITALS’ COMPLAINTS DATA ..............................................................36 EXECUTIVE SERVICES ..............................................................................39 APPENDICES...............................................................................................45 Health Services Commissioner Annual Report 2001/2002 1
STAFF OF THE HEALTH SERVICES COMMISSIONER AT 30 JUNE 2002 Manager Executive Services Chief Conciliator Michael McDonald manages the implementation of the Health Records Act (HRA) and corporate support services. Teresa Punshon manages the conciliation unit. Manager, Assessment & Investigation Registrar Senior Conciliators Conciliators Aboriginal Liaison Officer Inquiry Officers Legal Policy & Project Officer Project Officer Corporate Services Officer Information Services Officer Executive Assistant Receptionist Lynn Griffin manages the assessment, acceptance, resolution and referral of all new complaints. Shiranee Sinnathamby liaises with the professional Registration Boards, assists the Manager, Assessment & Investigations and manages FOI requests. Keith Jackson and Kath Kelsey supervise conciliators in their casework and conciliate the more difficult cases. Orysia Ckuj, Christine Lalor, Alex Crozier, Koula Louras, Lynn Buchanan assist parties with a complaint to reach a resolution in a confidential and privileged setting. Melanie Fraser supervises, monitors and conciliates complaints concerning indigenous Australians and conducts outreach work. Heather Andrew, Jill Aitken, Anna Boulton, and Piotr Nyczek receive inquiry calls, case manage complaints in the early stages and provide advice to health service users and providers. Fahna Ammett assists in the implementation of the HRA including educating and training health service providers and holders of health information. She also Provides legal advice to the Commissioner and oversees Freedom of Information requests. Susan Joseph assists in the implementation of the HRA including educating and training health service providers and holders of health information. Philip Punshon provides corporate support services and oversees the Information Technology (IT) function. Colin McKnight provides IT support and assistance to staff and hospitals. Suzie Aron provides executive, administrative and keyboard support to the Commissioner. Kate Adamson , Kate Kennedy, and Sandra Popovski (Mental Health Review Board) provided receptionist duties for the office in the 2001/2002 financial year. Health Services Commissioner Annual Report 2001/2002 2
Page 4 and 5: COMMISSIONER’S SUMMARY This year
Page 6 and 7: HEALTH SERVICES REVIEW COUNCIL PRES
Page 8 and 9: The legislation amends the role and
Page 10 and 11: 4) Working with the Commissioner to
Page 12 and 13: EXPECTATIONS AND STANDARDS The guid
Page 14 and 15: Misleading advertising The HSC has
Page 16 and 17: ENQUIRIES An enquiry is defined as
Page 18 and 19: Table 4. Consumer Profile Age Range
Page 20 and 21: Table 6. Resolution in Assessment O
Page 22 and 23: Registration Board either at the ve
Page 24 and 25: Figure 3. Prisoner Complaints 69 Pr
Page 26 and 27: Primary issues in complaints 2001/2
Page 28 and 29: Table 12 below sets out access issu
Page 30 and 31: CATEGORIES OF COMPLAINTS AGAINST HE
Page 32 and 33: DENTISTS There were 126 complaints
Page 34 and 35: Figure 10. Public Hospital Complain
Page 36 and 37: Complaints about psychiatric care i
Page 38 and 39: Figure 15. HCIP - Gender Consumer G
Page 40 and 41: HOW SERIOUS WERE THE COMPLAINTS? El
Page 42 and 43: Staff of the Commission Organisatio
Page 44 and 45: Finance Budget The Budget for the 2
Page 46 and 47: APPENDICES APPENDIX 1 - Providers b
Page 48 and 49: APPENDIX 3 - HCIP Issues Access 29%
Page 50: APPENDIX 5 - HCIP Outcomes Resolved

Office of the Health Services Commissioner Annual Report 2001-02

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