Page 2039 - Week 06 - Thursday, 9 June 2022

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Feedback about all health services can also be provided to the ACT Human Rights Commission on (02) 6205 2222 or by completing their online form at https://hrc.act.gov.au/complaints/

Feedback can also be provided by writing to the Minister for Health, the Minister for Mental Health, or another Member of the Legislative Assembly.

2) For the period of 1 January 2016 – 28 February 2022 there have been 10,941 complaints made to CHS and its predecessor services within then ACT Health. This total includes complaints received via the Ministerial and Human Rights Commission processes.

The ACT Health Directorate (ACTHD) provides strategic leadership, policy and planning advice, and oversight of the public health system. ACTHD commissions and manages contracts for the delivery of public hospital services but does not directly provide any public hospital services. All feedback received by ACTHD in relation to the provision of public hospital services is referred to the relevant service provider for response.

3) The top 5 themes of complaints received from 1 January 2016 – 28 February 2022 were: conduct (27%), information/communication/education (22%), access (19%), quality and safety (16%), and facilities/resources (7%).

The top 5 modes that complaints were received for the period of 1 January 2016 – 28 February 2022 was via: feedback form (30%), online form (24%), telephone (15%), email (11%) and Ministerial (11%).

4) 23 complaints remain open from the period of 1 January 2016 – 28 February 2022. The remainder have been managed and closed.

5) All 23 open complaints are currently being investigated by CHS.

6) Many complaints are anonymous and CHS systems do not collect data differentiating between types of complainants.

7) Since 2016, 47 claims were received that originated as complaints. Ten of the 47 claims relate to incidents occurring prior to 2016.

8) The below table provides detail on the costs incurred by the ACT Government on the claims identified in question 7 to the extent possible, whilst maintaining the privacy of personal information relating to the complaints. The Territory is represented in all matters by the ACT Government Solicitor (ACTGS) and the costs of representation and compensation are met from existing ACTGS resourcing and through the Territory’s insurance arrangements with the ACT Insurance Authority (ACTIA).

9) For the period of 1 January 2016 – 28 February 2022, the average number of days to close a complaint was 20.59 days. The National Key Performance Indicator for the closure of complaints is 35 calendar days (excluding Ministerials and Human Rights Commission responses).

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