Tips on resolving concerns and complaints directly Elisabeth Barry Resolution Officer Health Care Complaints Commission

Why is it important to raise concerns?  For change to occur, the service or the health worker need to know the issue  Important when you have an ongoing relationship with the health service or health worker  Communication/information may be the reason for the concern or misunderstanding

Barriers to raising concerns  Not knowing who to complain to  Potential for conflict  Lack of trust  Have tried to raise concern, but do not feel heard  Fear

How to raise concerns  If possible, talk directly with the person you are concerned about; if not their manager (ask for the person who deals with complaints)  Be clear what your issue is and what you want to achieve  Listen to the information and other person’s point of view

Questions to guide you  Who was involved?  What happened?  What are your specific concerns?  What do you expect to happen?  Would you like to meet or get a response in writing?

If you are supporting another person  Sometimes people need help to raise concerns  There may be specific issues when complaining on someone’s behalf (privacy and confidentiality)  If possible, get their consent

If you are unhappy with the response:  Tell the health worker or service what your remaining issues are  If you are dissatisfied with their response, you have different options:  Team Leader/Manager/Director  Local Health District (for public health services)  Health Care Complaints Commission

If you want to discuss making a complaint:  Call the Commission on  Inquiry Officers can give advice and information  Where necessary, they can help to put a complaint in writing  We use TIS National ( ) for people who prefer to contact us in another language

If you make a complaint in writing to the Commission  Usually, the health worker/service is notified and asked for a response  The employer is not notified  All complaints are assessed  Where a registered health practitioner is involved, the Commission consults with health professional council  All parties are advised of the outcome and reasons

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