Clinical Governance
Executive Support Service including Complaints Management

Executive Support Service including Complaints Management

The Hunter New England Health Executive Support Service (ESS) is part of Clinical Governance, and co-ordinates the health service�s management of executive support and complaints management functions along with assisting senior management and relevant health service staff in meeting the related legislative requirements.

Hunter New England Health is committed to improving the overall quality of health care. One of the challenges in this objective is to identify and promote strategies and practices that enhance services provided to the community and engender community trust in those who administer and provide those services.

The Executive Support Service is an area-wide service and has oversight of complaints, including those involving the Health Care Commission and the Ombudsman. More information about the Executive Support Services can be obtained in the fact sheet click here.

Contacting the Executive Support Service

Dianne Sales
Executive Support Service Manager
Ph: (02) 4921 4168

The Executive Support Service Officers can be contacted by emailing

Complaints Management

Complaints and compliments provide unique information about the quality of health care from the perspective of consumers and their carers. The challenge for health care services is to collect better information about consumers' views to ensure the safe delivery of care. In NSW the Director of Clinical Governance in each area health service has portfolio responsibility, reporting to the Chief Executive, for organisational complaints management procedures. In HNEH, Clinical Governance has developed policy compliance procedures and toolkits to assist managers and clinicians in investigation and management of individual complaints, and the Area Complaints Manager (who is also the Executive Support Service Manager) reports to the Director Clinical Governance in relation to high level complaints management.

Complaints Report 2007/08 - Analysis of complaints recorded in the Incident Information Management System (IIMS)

NSW Health Policy Directive on Complaints Management

In 2006, NSW Health released its Complaint Management Policy and Complaint Management Guidelines. The policy was developed to provide a consistent approach to frontline complaints handling. Hunter New England Health subsequently developed a Policy Compliance Procedure and Complaint Handling Toolkit.

Complaints Line

The Hunter New England Health Complaints Line is 1800 605 172 during office hours.

The purpose of the Complaints Line is as a contact point for members of the public who have raised their concerns with a local service or facility and are unhappy with the response, or do not wish to raise their concern at the local facility or service. The Senior Complaints Officer is available 24 hours, 7 days a week for serious complaints. Contact the Senior Complaints Officers by phoning 1800 605 172 during office hours or, if you are calling outside business hours, by contacting your local facility and asking to speak the After Hours Service or Facility Manager. The Service or Facility Manager will assist in resolving your complaint or escalate to the Senior Complaints Officer through their line manager as soon as they are able.

Freedom of Information (FOI)

What is Freedom of Information (FOI)?
The NSW Freedom of Information (FOI) Act gives individuals legally enforceable rights to access documents held by NSW Government agencies, Ministers, local governments and other public bodies. The FOI Act also gives individuals the right to amend inaccuracies in their personal records, which may be incomplete, incorrect, misleading or out-of-date.

The FOI Act helps to ensure that NSW Government agencies and other public bodies operate in an open, transparent and accountable manner. At the same time, the FOI Act places limits on applicants' rights to make FOI applications and to access certain documents, data or information. For example, a NSW Government agency has the right to refuse an application if documents are publicly available or if the request would be an unreasonable diversion of its resources.

Additionally, the FOI Act specifically exempts documents from release if they would unreasonably disclose someone's personal or business affairs or contain confidential information, Cabinet deliberations, among other grounds for exemption.

How to make an FOI application?
There are two main requirements in making an FOI application:

The application must be in writing
It must include a $30 application fee. The fee is $15 for those suffering financial hardship, (for example, hold a social security concession card), which is made payable to the "Hunter New England Health".

Applicants are not required to complete a specific application or request form. However, applicants may use the application form developed by the Department of Premier and Cabinet (DPC).

Where can I access my medical records?
To find out how to access medical records, the following link provides useful information http://www.hnehealth.nsw.gov.au/accessing_your_health_information

Where can I find out more about FOI matters?
The Department of Premier & Cabinet has a number of resources about FOI applications, reviews and appeals. The updated FOI Manual provides a comprehensive overview of FOI practice, as well as guidelines for agencies dealing with FOI issues. This resource can also assist applicants to focus their FOI applications and requests.

Members of the public can contact the Hunter New England Health FOI coordinator by writing to:

Freedom of Information Co-ordinator
Executive Support Service
Hunter New England Health
Locked Bag 1, New Lambton NSW 2035

For further enquiries please phone: 1800 605 172