% Thirty-eight per cent of complaints were investigated or managed through a health or performance stream (national 40%; NSW 34%), but the national system investigated more matters (national. A complaint in the department can be: an expression of dissatisfaction made by a community member or consumer about any aspect of a service provided (or contracted) by the department, the behaviour or decisions of staff, or about practices, policies and procedures. If our staff member is unable to find a resolution, the customer can request a review of the issue and this review must be independent. Prevention and Management of Unacceptable Workplace Behaviours in NSW communicate with them through their preferred method and, where required, through their preferred representative. PDF Complaint Management Guidelines - NSW Government Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. endobj This policy allows our staff to take responsibility for helping customers make a complaint, provide feedback, or offer suggestions about service improvements through fair, accessible, and transparent processes. 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 1124 0 obj <>/Filter/FlateDecode/ID[<815ACF51AF70C4448E0659D6280B41AE><4A52CAA4E2D0DF488A49A8FE50D6EECB>]/Index[1096 98]/Info 1095 0 R/Length 138/Prev 334176/Root 1097 0 R/Size 1194/Type/XRef/W[1 3 1]>>stream No matter the outcome, we will always explain our decisions and ensure the customer understands the options they may have for a review of our decisions. Anyone may represent a person, with their consent (e.g. Policy directives, guidelines and information bulletins Policy documents applicable to the NSW Health system. ^6)jI.R&>;FV > endstream endobj 59 0 obj <> endobj 60 0 obj <> endobj 61 0 obj <>stream Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents The Commission has a unique and central part to play in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of the community. )D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. We aim to resolve complaints as soon as possible and when the complaint is first made. The Commission has a unique and central part to play in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of the community.
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