Guide to Complaint Handling in Health Care Services

External complaints – role
of the Health Services
Commissioner
Sometimes a complaint cannot be resolved by
the organisation. If so, consumers can be
referred to the Health Services Commissioner’s
Office.
The Health Services Commissioner offers
an independent, neutral, confidential service.
Complaints are resolved through conciliation,
which parties participate in on a voluntary
basis. The office does not adjudicate complaints
and cannot make binding decisions.
Sometimes a consumer will go direct to the
Health Services Commissioner without first
having complained to the health service
provider. In this case, the Commissioner will
send the organisation a copy of the complaint
and ask for the organisation’s written response.
One of the benefits of having a complaint
conciliated through the Commissioner’s office
is that both parties are supported to reach a resolution.
Because the office is independent, it
can increase the consumer’s confidence in the
process.
Health service providers are welcome to
contact the Commissioner’s office for advice on
complaint handling and for support in their
work, regardless of whether a complaint has
been lodged with the Commissioner or not.
External bodies who may be
involved in a complaint
• Health Services Commissioner
• Coroner – in the case of a reportable
death
• professional registration body,
e.g. Medical Practitioners Board
• medical defence organisation
• health provider’s insurer or legal
adviser
22 Complaint handling process