Guide to Complaint Handling in Health Care Services

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© Health Services Review Council 2005 Health Services Review Council Steering Committee: Michael Gorton (President 2004) David Brous Marcia Coleman Robyne Schwarz (President 2005) Project officers: Dianne Spartels (November 2002–December 2003) Lynn Buchanan (June–November 2004) Acknowledgements The HSRC wishes to thank the following people from both the public and private sectors, without whose help this project would not have been done: • the organisations and individuals who participated in the registered interest group, focus groups and key stakeholder group, • those individuals who read drafts and gave their comments and suggestions, • the Health Services Commissioner, Beth Wilson, and her staff, • the hospitals who participated in piloting the guide and the training program – Hepburn Health Services, East Grampians Health Service Ararat, and Western Health Service Footscray, • Cath Harmer, Department of Human Services. Designed by: Leon Kustra, The X Factor Design & Editing Pty Ltd Illustrations: Matt Golding Printed by: William Troedel & Co Pty Ltd
Guide to Complaint Handling in Health Care Services Health Services Review Council
Page 1: Guide to Complaint Handling in Heal
Page 5 and 6: Contents ABOUT THE GUIDE 2 Why comp
Page 7 and 8: How the Guide works The Guide is di
Page 9 and 10: 1. Guiding principles for an effect
Page 11 and 12: Guiding principles The complaints m
Page 13 and 14: 3. Commitment The health service an
Page 15 and 16: Putting the principles into practic
Page 17 and 18: 2. Organisational foundations Polic
Page 19 and 20: staff feel they will be listened to
Page 21 and 22: Reporting This is an essential elem
Page 23 and 24: Complaint handling process What com
Page 25 and 26: Complaints needing investigation Th
Page 27 and 28: The organisation needs to decide wh
Page 29 and 30: Flow chart of complaint management
Page 31 and 32: Complaint handling skills Why peopl
Page 33 and 34: Dealing with difficult situations S
Page 35 and 36: Conducting meetings Convening a mee
Page 37 and 38: Setting up your system/tools Each o
Page 39 and 40: 3. Commitment Adequate resources ar
Page 41 and 42: Complaints are dealt with in a time
Page 43 and 44: List areas where action is required
Page 45 and 46: Complaints Register Department Numb
Page 47 and 48: Complaint follow-up record (to be c
Page 49 and 50: 6. Feedback Outcome communicated to
Page 51 and 52: Dealing with complaints- checklist
Page 53 and 54:
Using the Seriousness Assessment Ma
Page 55 and 56:
SAM score Whether SAM is done elect
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Guide to Complaint Handling in Health Care Services

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