Office of the Health Services Commissioner Annual Report 2001-02

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Figure 15. HCIP - Gender Consumer Gender Male 42% Female 52% Not Specified 6% Figure 16. HCIP - Patient type Patient Type Workcover TAC Dept of Vet Affairs Elligible Other Not specified Private Patient Public Patient 1 8 33 8 43 168 2069 WHAT WAS THE COMPLAINT ABOUT? During the period under review hospitals received, and dealt with, 2330 complaints concerning 2998 issues. That is, there were 1.3 issues per complaint received and addressed by the hospital complaints liaison officer (or patient representative). A complaint may be multi-faceted and concerned with not only poor communication but also inadequate treatment. The diagram below shows the issues in complaints. A more specific analysis of issues forms appendix 3. Figure 17. HCIP - Issues HCIP Issues in Complaints Treatment 26% Access 29% Rights 9% Cost 4% Communication 28% Administration 4% Health Services Commissioner Annual Report 2001/2002 37
Access and communication were the two commonest issues in complaints, being 29% and 28% respectively, followed by treatment (26%). SITE AND SERVICE AT TIME OF COMPLAINT Thirty five percent of complaints occurred in the wards, 20% in the emergency department (of those hospitals which have an ED) and 15% in outpatient clinics. Figure 18. HCIP - Site Site Not specified Ward Outpatient Clinic Operating Theatre Intensive Care Unit Hospital Grounds 87 137 107 360 455 1007 Emergency Dept Day Unit Procedure Aged Care Admissions 30 116 114 585 SERVICES Five services made up 44 % of complaint issues received. Four hundred and seventy six (16%) concerned emergency services, 264 (9%) general medicine, 195 (7%) were regarding general surgery, 213 (7%) concerned orthopaedic surgery and a further 138 (5%) outpatients clinic. Appendix 4 gives a complete service analysis. Figure 19. HCIP - Services Services Outpatients Clinic 5% Emergency 16% General Medicine 9% Orthopaedic Surgery 7% Remaining Services 56% General Surgery 7% Health Services Commissioner Annual Report 2001/2002 38
Page 2 and 3: TABLE OF CONTENTS COMMISSIONER’S
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 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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