Complaints and Compliments
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Hunter New England Local Health Network (HNE Health) welcomes feedback from patients, families, carers and the community, both compliments and complaints. Feedback is viewed as an opportunity to improve services and health care delivery, and HNE Health has implemented procedures for receiving and responding to complaints and compliments from patients, staff and members of the community. If patients, families, carers or the community wish to compliment the Area Health Service where they feel the care provided is exceptional or warrants acknowledgement, this can be done in writing, by phone or in person. Compliments can be lodged directly with the service or facility manager concerned, or in writing to the Chief Executive. Resources have been developed to outline the procedures for complaints management and to assist staff in receiving and responding. The resources available for download can be found at the following links: Complaint Performance HNE Health is committed to responding to and resolving complaints in a timely manner. The first benchmark is for all complaints to be acknowledged within calendar five days of receipt; and the second is that 80% of complaints are resolved within 35 days of receipt.
Managers can monitor their compliance with the benchmark by using the NSW Health Complaint Management Workbook and a comprehensive step by step guide on the NSW Health Intranet site at: http://www.health.nsw.gov.au/quality/complaints/resources.asp . Managers should have access to the electronic incident information management system (IIMS) and this will enable extract of reports required for the Complaint Management Workbook. If IIMS access is required please contact your Patient Safety Officer.
1800 043 159 |
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