Health Services Commissioner Annual Report 2000/2001

TABLE OF CONTENTS
COMMISSIONER’S SUMMARY.........................................................................................3
HEALTH SERVICES REVIEW COUNCIL PRESIDENT’S REPORT 2000/2001 ................6
STATUTORY FUNCTIONS ..............................................................................................10
THE ROLE OF THE COMMISSIONER....................................................................................................10
GUIDING PRINCIPLES ................................................................................................................................10
EXPECTATIONS AND STANDARDS......................................................................................................11
OTHER STATUTORY ROLES....................................................................................................................11
LIAISON, TRAINING & PROMOTION....................................................................................................11
THIRD NATIONAL HEALTH CARE COMPLAINTS CONFERENCE............................................12
OVERVIEW OF COMPLAINTS ........................................................................................13
FORMAL INVESTIGATIONS ...........................................................................................13
INVESTIGATION INTO REPRESSED MEMORY TREATMENT .........................................................................13
MONASH MEDICAL CENTRE – INFECTION CONTROL ..................................................................................15
PUBLIC INTEREST ISSUES............................................................................................19
MEDICAL RECORDS....................................................................................................................................19
STATUS OF COMPLAINTS LIAISON OFFICERS...............................................................................20
UNREGISTERED PROVIDERS..................................................................................................................21
RURAL ISSUES ..............................................................................................................................................22
ANALYSIS OF COMPLAINT TRENDS .............................................................................22
2000/2001 SUMMARY..................................................................................................................................22
ENQUIRIES ......................................................................................................................................................23
SERIOUSNESS................................................................................................................................................24
COMPLAINTS.................................................................................................................................................25
HOW COMPLAINTS ARE MANAGED .............................................................................26
RESOLUTION BY ENQUIRY OFFICERS...............................................................................................27
RESOLUTION BY INVESTIGATORS......................................................................................................28
CONCILIATION REPORT ...........................................................................................................................30
REGISTRAR’S REPORT...............................................................................................................................31
ABORIGINAL LIAISON OFFICER’S REPORT .....................................................................................32
PRISONER COMPLAINTS ..........................................................................................................................33
OUTCOMES ...................................................................................................................34
REASONS FOR COMPLAINTS .......................................................................................35
CATEGORIES OF COMPLAINTS AGAINST HEALTH SERVICE PROVIDERS .................41
MEDICAL PRACTITIONERS.....................................................................................................................41
GENERAL PRACTITIONERS.....................................................................................................................42
DENTISTS ........................................................................................................................................................43
DENTAL TECHNICIANS.............................................................................................................................44
HOSPITALS .....................................................................................................................................................44
PSYCHIATRIC SERVICES..........................................................................................................................48
HOSPITALS’ COMPLAINT DATA....................................................................................50
OFFICE MANAGEMENT .................................................................................................54
APENDICES ...................................................................................................................59
Health Services Commissioner Annual Report 2000/2001 1