Office of the Health Services Commissioner Annual Report 2001-02

Complainants
The majority of complainants who responded were satisfied with the service provided
by the OHSC. Over 87% said staff were helpful, they were able to access staff who
listened to them and returned calls promptly. Seventy four per cent were satisfied with
the way the complaint was handled and 58% were satisfied with the outcome of the
complaint. Obviously not all complainants receive the outcome they were hoping for
with 37% not satisfied. It is clear, however, the majority believe their complaint was
handled appropriately.
Complainants' Evaluations
outcome
40
42
19
34
5
handled
65
39
8
25
3
listen
86
32
9
8
5
calls
64
47
10
5
14
access
70
54
6
6
4
helpful
69
54
6
8
3
0% 20% 40% 60% 80% 100%
Agree strongly Agree Disagree Disagree strongly Missing
Response Total = 140 from 720 sent (19% return)
Providers
Providers Evaluations
outcome
86
64
4
1
6
handled
99
54
2
5
1
listen
94
50
10
16
calls
76
53
1
30
access
77
69
20
13
helpful
78
68
1
13
0% 20% 40% 60% 80% 100%
Agree strongly Agree Disagree Disagree strongly Missing
Response Total = 161 from 720 sent (22% return)
Provider responses were also very positive. Ninety three per cent of providers who
responded indicated they were satisfied with the outcome and with how the complaint
was handled. Ninety per cent of providers agreed that the staff were helpful, they were
able to access staff who listened to them and 80% agreed their calls were returned
within 24 hours.
Health Services Commissioner Annual Report 2001/2002 42