1. New South Wales Medical Board A COLLABORATIVE MODEL OF COMPLAINT ASSESSMENT AND MANAGEMENT Dr Alison Reid Medical Director NSW Medical Board

2. New South Wales Medical Board ROLE OF THE NSW MEDICAL BOARD Protection of the public Maintenance of professional standards

3. New South Wales Medical Board NSW MEDICAL BOARD Achieves its mission through: – registering medical practitioners – impaired registrants program – performance assessment program – complaint management

4. New South Wales Medical Board A COLLABORATIVE MODEL NSW Medical Board NSW Health Care Complaints Commission

5. New South Wales Medical Board COMPLAINT ASSESSMENT All complaints and notifications received by either party are jointly assessed at a weekly meeting within an established, consistent framework.

6. New South Wales Medical Board COMPLAINT ASSESSMENT 25-30 complaints / notifications (medical practitioners) are jointly assessed each week.

7. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS Reliability Validity Acceptability Feasibility Educational impact

8. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS RELIABILITY = consistency of assessment of similar complaints

9. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS VALIDITY = the extent to which the assessment measures what it purports to measure

10. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS ACCEPTABILITY = the degree to which the assessment is acceptable to all the stakeholders

11. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS FEASIBILITY = the degree to which the assessment can be delivered within staff and time constraints

12. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS EDUCATIONAL IMPACT = the degree to which complaint assessment can assist doctors to improve their performance

13. New South Wales Medical Board ATTRIBUTES OF AN ASSESSMENT PROCESS Achieved through: personnel process

14. New South Wales Medical Board COMPLAINT ASSESSMENT Personnel: Health Care Complaints Commissioner + 1 or 2 senior staff Medical Director, NSWMB

15. New South Wales Medical Board COMPLAINT ASSESSMENT Process: decision framework decision rules corporate memory

16. New South Wales Medical Board COMPLAINT ASSESSMENT Decision Framework: decline concilliate refer to another body investigate - ? UPC or PM continued;

17. New South Wales Medical Board COMPLAINT ASSESSMENT Decision Framework: refer to the Medical Board –disciplinary / educative interview –management in the Health or Performance stream

18. New South Wales Medical Board COMPLAINT ASSESSMENT Decision rules: highest call prevails UPC or PM over-ride Health and Performance Health over-rides Performance

19. New South Wales Medical Board COMPLAINT ASSESSMENT Corporate Memory: precedent complaints what works what doesn’t

20. New South Wales Medical Board COLLABORATIVE MODEL Success is contingent on: trust (acceptability) confidence (reliability / validity) legislative support (feasibility) balancing discipline & remediation (educational impact)