Office of the Health Services Commissioner Annual Report 2001-02

WORKING WITH THE COMMISSIONER
The Council continues to work to support the Commissioner and her office. It works
closely with the Commissioner and her staff.
The Council again notes the extensive work carried out by the Commissioner, Beth
Wilson, in relation to information and education, and in particular, making herself
accessible to a wide range of community and health industry groups. Her level of
activity has increased significantly, with the introduction of the Health Records Act.
We note that the support and response she receives from these groups is substantial.
As a result of her strenuous efforts, the office of the Commissioner remains valued by
the community.
As noted, the Victorian model is held up as an example for complaint handling. We
note the strong support advocated by medical groups and doctors groups in particular,
who believe that the Victorian model represents a more cost effective way of dealing
with health care complaints and in avoiding recourse to litigation. The conciliation
success rates achieved in the Commissioner’s office are a testament to the hard work
of Beth Wilson and her staff.
During the year the Council worked with the Commissioner in relation to the
information and education campaign leading up to the enactment of the Health
Records Act.
The Council provided advice and assistance to the Commissioner in relation to a
number of issues which arose during the course of the past 12 months including
medical indemnity, consumer complaints, cosmetic surgery issues and complaint
prevention.
The Council provided advice to the Commissioner in relation to the report recently
released by her in respect of the Royal Melbourne Hospital. That report is now in the
hands of the Minister, and we are pleased that the Government has now accepted and
are implementing the Commissioner’s recommendations.
SPECIFIC ISSUES
The Council had occasion to deal with a number of specific issues during the last 12
months, notably:-
1) Issues arising from the Health Records Act, and potential conflict with the
Commonwealth Privacy Act;
2) Advice to Government and to the Opposition Spokesperson in relation to the
Health Services (Conciliation and Review) (Amendment) Bill 2001;
3) Participation in the “Open Disclosure Project” of the Australian Safety and
Quality Council - a project seeking to establish guidelines permitting doctors and
health institutions to apologise and enter into frank discussions with patients after
an adverse incident. We note that the Victorian government has foreshadowed the
introduction of “Open Disclosure” legislation for this year;
Health Services Commissioner Annual Report 2001/2002 8