Health Services Commissioner Annual Report 2000/2001
Health Services Commissioner Annual Report 2000/2001
Health Services Commissioner Annual Report 2000/2001
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Figure 16. HCIP - Patient type<br />
Patient Type<br />
TAC<br />
Dept of Vet Affairs<br />
Inelligible Patient<br />
Not specified<br />
Private Patient<br />
50<br />
63<br />
3<br />
3<br />
175<br />
Public Patient<br />
4981<br />
WHAT WAS THE COMPLAINT ABOUT?<br />
During the period under review hospitals received, and dealt with, 5246 complaints<br />
concerning 13789 issues. That is, there were 2.6 issues per complaint received and<br />
addressed by the hospital complaints liaison officers (or patient representatives). A<br />
complaint may be multi-faceted and be concerned with not only poor communication<br />
but also inadequate treatment. The diagram below shows the issues in complaints. A<br />
more specific table of these issues appears as Appendix 3.<br />
Figure 17. HCIP - Issues<br />
HCIP Issues in Complaints<br />
Treatment<br />
23%<br />
Access<br />
34%<br />
Rights<br />
8%<br />
Cost<br />
3%<br />
Communication<br />
27%<br />
Administration<br />
5%<br />
Access and communication were the two commonest issues in complaints, being 34%<br />
and 27% respectively, followed by treatment (23%).<br />
At the end of the period, of 2325 issues, 2019 had been closed. The median days to<br />
closure were 12.<br />
<strong>Health</strong> <strong>Services</strong> <strong>Commissioner</strong> <strong>Annual</strong> <strong>Report</strong> <strong>2000</strong>/<strong>2001</strong> 52
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