1. Implementing a Statewide Patient Complaint System

2. 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.

3. 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

4. Why do this? Better Health for all Queenslanders

5. +ve -ve Quality Improvement Initiatives

6. 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.

7. How do you sell the beauty of consumer feedback? Particularly the negative.

8. Live it Breath it Believe it Dream it

9. Why is Queensland Different? Is Queensland different? Demographics Culturally Bottom up buy in National recognition Lessons learned

10. Process Development –Workshops –Wide consultation and feedback on draft documents Pilot –It must work before rollout Rollout –Fingers crossed and here we go

11. Complaint handling is the responsibility of everyone in the organisation.

12. 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 2 Coordinated Complaint Management  MMore Senior staff or designated complaint coordinator reviews/investigates unresolved complaints and reviews complaint data for areas for improvement. Tier 3 Independent Review  UUnresolved 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.

13. Complaint Coordinator authority cooperation and support from all levels reports directly to the District Manager readily accessible referral authority

14. 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

15. 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 2 Internal Review or Investigation  MMore Senior staff or designated complaint coordinator reviews/investigates unresolved complaints and reviews complaint data for areas for improvement. Tier 3 Independent Review  UUnresolved 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.

16. Say ‘Sorry’, and mean it.

17. Complaint data for quality Number of complaints Resolution timeframes Complaint severity External Referrals Issues Staff Category Resolution Mechanisms/Outcomes. Organisational Actions

18. Seriousness 12345 1LLMHH 2LLMHE 3LMHEE 4MMHEE Risk 5HHEEE

19. 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.

20. Here’s to a prosperous future and Better Health for all Australians