Health Services Commissioner Annual Report 2000/2001

INFORMATION TECHNOLOGY
Hardware Improvements
As the IT environment is constantly evolving it is necessary to continually review and
improve the office equipment. Improvements made in 2000/2001 include:
• Purchase of new computers for all staff to meet Government standards
• Purchase of a laptop for use by office staff
Office Database
After rigorous compliance testing the HSC introduced a new complaints management
system called RAEMOC in April 2001. It is an Access database that is also used in
the Australian Capital Territory, Tasmania and Western Australia health complaints
agencies and New South Wales is assessing whether it is suitable to meet their
requirements. RAEMOC provides accurate periodical reporting and allows for in
depth analysis of patterns and trends from the relevant complaints data.
FINANCE
Statement of Understanding
The HSC and the Director, Portfolio Services, DHS signed a “Statement of
Understanding” which identifies the types and levels of services delivered by the
office and the funding allocation necessary to deliver its statutory responsibilities and
services. The document identifies service improvement initiatives, organisational and
business management issues and statutory responsibilities and core business. The
HSC reported how it met the targets in the 2000/01 document at the end of the
financial year.
Evaluation Survey
In February 2001 the HSC commenced sending evaluation survey forms to all
complainants and providers at the conclusion of a complaint. These provide valuable
feedback about our services, our manner and our efficiency. The forms list six
questions:
1. HSC staff were helpful in explaining the complaints process
2. I was able to speak to HSC staff when I needed to
3. HSC Staff returned my calls within 24 hours
4. I felt HSC staff listened to what I had to say
5. I was satisfied with the way the complaint was handled
6. I was satisfied with the outcome of the complaint
and respondents were asked whether they Strongly Agreed, Agreed, Disagreed or
Strongly Disagreed with the question. The responses received appear in the Table 17.
Health Services Commissioner Annual Report 2000/2001 55