Guide to Complaint Handling in Health Care Services
Guide to Complaint Handling in Health Care Services
Guide to Complaint Handling in Health Care Services
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© <strong>Health</strong> <strong>Services</strong> Review Council 2005<br />
<strong>Health</strong> <strong>Services</strong> Review Council Steer<strong>in</strong>g Committee:<br />
Michael Gor<strong>to</strong>n (President 2004)<br />
David Brous<br />
Marcia Coleman<br />
Robyne Schwarz (President 2005)<br />
Project officers:<br />
Dianne Spartels (November 2002–December 2003)<br />
Lynn Buchanan (June–November 2004)<br />
Acknowledgements<br />
The HSRC wishes <strong>to</strong> thank the follow<strong>in</strong>g people from both the public and private sec<strong>to</strong>rs,<br />
without whose help this project would not have been done:<br />
• the organisations and <strong>in</strong>dividuals who participated <strong>in</strong> the registered <strong>in</strong>terest group,<br />
focus groups and key stakeholder group,<br />
• those <strong>in</strong>dividuals who read drafts and gave their comments and suggestions,<br />
• the <strong>Health</strong> <strong>Services</strong> Commissioner, Beth Wilson, and her staff,<br />
• the hospitals who participated <strong>in</strong> pilot<strong>in</strong>g the guide and the tra<strong>in</strong><strong>in</strong>g program – Hepburn<br />
<strong>Health</strong> <strong>Services</strong>, East Grampians <strong>Health</strong> Service Ararat, and Western <strong>Health</strong> Service Footscray,<br />
• Cath Harmer, Department of Human <strong>Services</strong>.<br />
Designed by: Leon Kustra, The X Fac<strong>to</strong>r Design & Edit<strong>in</strong>g Pty Ltd<br />
Illustrations: Matt Gold<strong>in</strong>g<br />
Pr<strong>in</strong>ted by: William Troedel & Co Pty Ltd
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