Health Services Commissioner Annual Report 2000/2001

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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
STAFF OF THE HEALTH SERVICES COMMISSION AT 30 JUNE 2001 Office Manager Conciliators Investigators Registrar Inquiry Officers Aboriginal Liaison Officer Systems Administrator Executive Assistant Receptionist Michael McDonald has responsibility for the resource management functions of the office. Keith Jackson, Teresa Punshon and Kath Kelsey assist parties to a complaint to a resolution in a confidential and privileged setting Orysia Ckuj, Pamela Gilbert and Lynn Griffin assess complaints, which have not been resolved in the initial stages, to determine what is required to bring about a resolution. Shiranee Sinnathamby is responsible for the case management of all complaints and inquiries and supervises the work of the inquiry officers. Heather Andrew, Jill Aitken and Piotr Nyczek are responsible for the handling of complaints and inquiries and provide advice to health service users and providers during the initial stages of the complaints resolution process. Melanie Fraser is responsible for supervising and monitoring complaints concerning indigenous Australians and conducting outreach work. She also acts as an Inquiry Officer. Philip Punshon is responsible for managing the office computer network and providing strategic information technology advice. Kay MacAlister and Suzie Aron provided executive, administrative and keyboard support to the Commissioner and carries a small caseload. Kate Kennedy, Julie-Anne Balash, and Sandra Popovski (Mental Health Review Board) provided receptionist duties for the office in the 2000/2001 financial year. Health Services Commissioner Annual Report 2000/2001 2
Page 1: Health Services Commissioner Annual
Page 5 and 6: and are not always receiving the su
Page 7 and 8: HEALTH SERVICES REVIEW COUNCIL PRES
Page 9 and 10: sector. The Conference culminated i
Page 11 and 12: STATUTORY FUNCTIONS THE ROLE OF THE
Page 13 and 14: The HSC is also committed to assist
Page 15 and 16: employed people who were not regist
Page 17 and 18: Birnbauer was published in The Sund
Page 19 and 20: The MMC Cardiac Surgical Unit and N
Page 21 and 22: notes. This is problematic where th
Page 23 and 24: psychotherapist. While the HSC has
Page 25 and 26: • 6% concerned access to records
Page 27 and 28: epresentative (where the user is a
Page 29 and 30: Unsubstantiated 0% 0% Remedial acti
Page 31 and 32: Investigators participate in policy
Page 33 and 34: may fall into the category of unpro
Page 35 and 36: Prisoners remain reluctant to trans
Page 37 and 38: Unskillful/incompetent treatment 14
Page 39 and 40: Refusal to treat 43 Total Rights 27
Page 41 and 42: A woman contacted HSC because she h
Page 43 and 44: Figure 5. Treatment Issues - Medica
Page 45 and 46: Root canal therapy and cosmetic den
Page 47 and 48: PUBLIC HOSPITAL ISSUES Figure 9 sho
Page 49 and 50: Figure 11 Private Hospital Issues P
Page 51 and 52: A small number of people complain t
Page 53 and 54:
Figure 16. HCIP - Patient type Pati
Page 56 and 57:
INFORMATION TECHNOLOGY Hardware Imp
Page 58 and 59:
Providers Table 18. Providers’ Ev
Page 60 and 61:
. APENDICES APPENDIX 1 - Providers
Page 62 and 63:
APPENDIX 3 - HCIP Issues Access 33%
Page 64:
APPENDIX 5 - HCIP Outcomes Resolved
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Health Services Commissioner Annual Report 2000/2001

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