Implementing a Statewide Patient Complaint System

GOAL

The improvement of the quality and

performance of health services through the

development and implementation of a State-

wide approach to managing and utilising

patient survey and complaints data.

Objectives• A coordinated and strategic approach to the

collection, utilisation & comparison of consumer feedback

• Consumer feedback framework with links to core quality indicators

• Complaints Management System aligned with National and HRC requirements and direction

• Corporate Policy and guidelines• Training and support for key stakeholders and

system users

Why do this?

Better Health for all

Queenslanders

+ve -ve

Quality Improvement Initiatives

Political Drive

• Couldn’t get statistics

• Didn’t know what the issues where

• Didn’t want to know

• Didn’t provide training

• HRC receives many complaints that they need not

• Growth industry - Catch the train now.

How do you sell the beauty of consumer feedback?

Particularly the negative.

Live it

Breath it

Believe it

Dream it

Why is Queensland Different?

• Is Queensland different?

• Demographics

• Culturally

• Bottom up buy in

• National recognition

• Lessons learned

Process

• Development– Workshops

– Wide consultation and feedback on draft documents

• Pilot– It must work before rollout

• Rollout– Fingers crossed and here we go

Complaint handling is the responsibility of everyone

in the organisation.

Front Line Complaint Handling SStaff empowered with clear delegations to resolve complaints

wherever possible at first contact. SStaff log complaint details and forward to complaint coordinator

for later analysis

Tier 1

Tier 2Coordinated Complaint ManagementMMore Senior staff or designated complaint coordinator reviews/investigates unresolved complaints and reviews complaint data for areas for improvement.

Tier 3Independent ReviewUUnresolved complaint referred externally. E.g.

AAlternative dispute resolution procedure tried (eg mediation through District Manager)CComplaint referred to external agency (such as Health Rights Commission or Health Professional Registration Body)CComplainant informed of alternative avenues for resolution.

Complaint Coordinator

• authority

• cooperation and support from all levels

• reports directly to the District Manager

• readily accessible

• referral authority

Complaint Coordinator cont.

• dealing directly with consumers

• ensure timeliness and consistency in management and correspondence

• assist staff to draft correspondence, manage complaints and achieve resolution

• ensure that complaint data is used to improve health service delivery

Front Line Complaint Handling SStaff empowered with clear delegations to resolve complaints

wherever possible at first contact. SStaff log complaint details and forward to complaint coordinator

for later analysis

Tier 1

Tier 2Internal Review or InvestigationMMore Senior staff or designated complaint coordinator reviews/investigates unresolved complaints and reviews complaint data for areas for improvement.

Tier 3Independent ReviewUUnresolved complaint referred externally. E.g.

AAlternative dispute resolution procedure tried (eg mediation through District Manager)CComplaint referred to external agency (such as Health Rights Commission or Health Professional Registration Body)CComplainant informed of alternative avenues for resolution.

Say ‘Sorry’,

and mean it.

Complaint data for quality• Number of complaints

• Resolution timeframes

• Complaint severity

• External Referrals

• Issues

• Staff Category

• Resolution Mechanisms/Outcomes.

• Organisational Actions

Seriousness1 2 3 4 5

1 L L M H H2 L L M H E3 L M H E E4 M M H E E

Risk

5 H H E E E

So, how are we surviving?

• Networking

• Building on current structures

• Encouraging and building on enthusiasm and good will.

• Support from both the bottom up and top down levels.

Here’s to a prosperous future and

Better Health for all Australians