Health Services Commissioner Annual Report 2000/2001

Refusal to treat 43
Total Rights 273
Rights issues accounted for 273 or 10% of all complaints compared with 225 for
1999/2000. Rights issues included breaches of confidentiality and privacy,
unprofessional conduct and failure to provide reasonable access to records. The
access to records problem will be addressed next year when the Health Records Act
2001 comes into force, giving users of health services a legally enforceable right of
access to health information about them.
A woman complained her GP sent irrelevant information to a specialist. She had
had a traumatic, abusive childhood and once, many years ago, harmed herself.
Many years later, following a car accident, she sought a referral in order to see a
rheumatologist. The referral letter included the self harm incident. The woman
believes this information should not have been passed on. After the doctor
explained his clinical reasons for passing on the information and apologised for
not having discussed the matter with her beforehand, she was satisfied and
decided not to pursue the matter further.
A man complained that the receptionist at a medical clinic discussed his son’s
outstanding bill during a social club gathering. The receptionist denied the
allegation. However during investigations by the HSC witnesses to the
conversation in question confirmed the complainant’s story. At a conciliation
meeting, the receptionist apologised to the complainant and his son. The
practice manager reassured the family that this would never happen again and
agreed to waive part of the outstanding bill.
Table 12 below sets out access issues raised in complaints
Table 12. Access issues
Access 10%
Delay in admission 40
Delay in treatment 55
Discharge arrangements 15
Transfer 18
Non attendance 36
No/Inadequate service 77
Other 8
Refused admission 9
Refused to refer 1
Transport 2
Waiting list 9
Total Access 270
Health Services Commissioner Annual Report 2000/2001 38