Chief Psychiatrist's annual report 2008-09 - Department of Health

Chief Psychiatrist’s annual report 2008–09 21
The office responded to 1,538 recorded contacts in 2008–09, a 50 per cent increase over 2007–08.
Some of this variation, such as the number of enquiries more than doubling, may be attributable to
more rigorous recording by the office of contacts using the data management system introduced in
2007. There was a moderate increase in the number of complaints received. There was a significant
increase in the number of requests for clinical advice and in the number of incidents reported to
the office by area mental health services and the Department of Health. The latter were typically
reported to the Office of the Chief Psychiatrist for information only, with follow-up action in the
wake of the incident being progressed through established internal processes in the health service.
The greatest number of contacts were made by service providers (29 per cent—down from
33 per cent in 2007–08). Consumers accounted for another 25 per cent of contacts, as did
carers and families, constituting a slight increase for consumers and a slight decrease for carers
and families when compared to the previous year. Eight per cent of contacts were made by
members of the public.
The number of contacts made by phone further increased, from 70 per cent in 2007–08 to
76 per cent in the reporting period. The remaining contacts were made in writing.
3.2 Complaints
Every effort is made to resolve complaints by telephone without the consumer or complainant
needing to put their complaint in writing. This generally provides a speedier and more personal
response for the complainant, especially where the concern is a current treatment matter, as they
frequently are. Where the issue is more complex, the complainant is asked to provide written details
to enable further investigation. In the reporting period, 82 per cent of complaints were made by
telephone (up from 70 per cent in 2007–08); the remaining 18 per cent in writing.
Most complaints are addressed through liaison and negotiation with the relevant mental health
service or clinician, often to reconnect the consumer or relative and the service or clinician so
that their concerns can be discussed and addressed. Many complaints are about differences of
opinion regarding the need for mental health care, or the manner in which treatment has occurred,
with consequent impact on the consumer–clinician relationship. For mental health consumers this
relationship is especially important since, unlike the general health care system, they are required
to receive their treatment from the area mental health service responsible for the catchment area in
which they live.
The Chief Psychiatrist may write to the authorised psychiatrist of a service requesting a clinical
report to assess the treatment and care provided. In a small number of cases, the Chief Psychiatrist
will personally meet with the patient, review the case and provide recommendations to assist in
reaching a satisfactory outcome for the complainant. A formal direction may be made in instances
where less formal approaches fail to achieve a resolution or desired action. In practice, this is
seldom necessary. A complaint is closed when the Chief Psychiatrist decides that all steps have
been taken to resolve the issue. Where the interaction has been protracted, or the issues complex,
the Chief Psychiatrist’s opinion and decision will be conveyed to the complainant in writing.