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Customer Engagement Framework and Strategies - NSW Health Care We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Our approach to resolving complaints is flexible and resourceful and engages senior leaders with delegation to resolve the complaint, as required. endstream endobj 2402 0 obj <>/Metadata 84 0 R/Outlines 160 0 R/Pages 2399 0 R/StructTreeRoot 161 0 R/Type/Catalog>> endobj 2403 0 obj <>/MediaBox[0 0 595.32 841.92]/Parent 2399 0 R/Resources<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]/XObject<>>>/Rotate 0/StructParents 0/Tabs/S/Type/Page>> endobj 2404 0 obj <>stream their likely involvement in the complaint resolution process. Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees. This policy is not meant to apply to statutory internal reviews. Policies & Publications | South Eastern Sydney Local Health District /Filter /FlateDecode The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. Anyone may represent a person, with their consent (e.g. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St Crimes Act (NSW) 1900 (NSW) Public Interest Disclosures Act, 1994 (NSW) State Records Act, 1998 . PDF Complaint Management Policy and Procedures - NSW Public Service Commission The Commission was established under the Health Care Complaints Act 1993. coordinate all parties included in a complaint, whether internal to DCS or separate organisations (except independent bodies within the DCS cluster), ensuring one source of truth and building trust in our services and processes. The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. a health service provider or other concerned person. endobj "HxsRy,*!sVdr3L;4Kf$(d_6 It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. Expression of dissatisfaction made to or about us, related to our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
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nsw health complaints management policy