Health Services Commissioner Annual Report 2000/2001

Complaints about access to services increased in the year under review to 270 or 10%
compared with 197 in 1999/2000. Issues raised included unavailability of services or
treatment/admission delays.
A man was diagnosed with a serious condition requiring urgent surgery. His
family complained his surgery had been cancelled on three occasions and the
man was too fearful to leave his home, thinking he could die at any minute. The
HSC contacted the complaints liaison officer of the Hospital and discussed the
issues with her. She agreed to make inquiries on the man’s behalf. The Hospital
explained that a special device needed to be manufactured for the surgery and
this was where the delay had occurred. Soon after the family contacted the HSC
to say the surgery had been successful and the man was recovering well.
Table 13 below sets out the cost issues raised in complaints.
Table 13. Cost issues
Cost 5%
Amount charged 23
Billing practices 61
Fraud 0
Information on costs 24
Other 8
Over-servicing 13
Health insurance 4
Public/private election 5
Total Cost 138
There were 119 complaints about costs in 1999/2000, compared with 138 or 5% this
year. Complaints about costs are not accepted unless the complaint raises issues in
addition to costs. Once again, communication is important. As noted in last year’s
Annual Report it would be helpful if health service providers posted lists of charges in
waiting areas. Members of the public also have a responsibility to ask about costs
before agreeing to a service, although this is not possible in emergency situations.
The predominant complaints about costs were billing practices and amounts charged.
A woman arranged to buy some reading glasses from an optometrist. She paid a
small deposit and agreed to pay off the balance over a three month period. The
optometrist told her he would not start making the glasses until she paid most of
the fee. Soon afterwards she learned she was entitled to have the cost of reading
glasses subsidised through a government program, so she went back to cancel the
order. The optometrist told her the glasses had already been made and she
would have to pay the full account. She complained to HSC who negotiated the
account to be waived. The optometrist agreed, in future, he would advise such
patients of the existence of the government funded program.
Health Services Commissioner Annual Report 2000/2001 39