Health Services Commissioner Annual Report 2000/2001

PUBLIC HOSPITAL ISSUES
Figure 9 shows the issues that made up complaints to the HSC about public hospitals.
The most frequent issue complained about is treatment (58%). Other issues are access
(16%), communication (10%), rights (9%), administration (2%) and cost (2%).
Figure 10. Public Hospital Complaints
Public Hospital Issues
Treatment
Rights
Cost
Communication
Administration
Access
Not specified
2%
2%
3%
9%
10%
16%
58%
A man attended a diagnostic imaging service located in a hospital in a rural city.
He was very angry to receive a bill for the x-rays taken, saying he was a public
patient and he should not have to pay. His complaint was sent to the hospital
CEO who explained the diagnostic imaging service was privately run from
hospital premises and the complaint had been referred onto the manager of the
service. The manger said, there were many signs in the rooms including a large
one on the reception desk explaining fees would be charged and these were
rebateable through Medicare. This was explained to the man who decided not to
pursue his complaint further.
PRIVATE HOSPITALS
In 2000/01 there were 121 or 14% of hospital complaints made about private hospitals
compared with 116 in 1999/2000. As with previous years treatment issues remain the
most common. In the case of private hospitals the treatment issues relate to staff other
than doctors because these hospitals do not employ their own doctors.
Figure 11 below shows the main issues in complaints against private hospitals. The
most frequent issue complained about is treatment with 65 complaints. Other issues
are cost 9, communication 16, administration 5, access 11 and rights 10.
Health Services Commissioner Annual Report 2000/2001 46