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Legislative Assembly for the ACT: 2021 Week 11 Hansard (Tuesday, 9 November 2021) . . Page.. 3137 ..


MS DAVIDSON: Yes, we have a complaints handling mechanisms in place already. Consumer feedback that has been received by Canberra Health Services is managed by the consumer feedback and engagement team. Consumer feedback received through the ACT Health app or by phone or letter on an online form can all be addressed through the existing mechanisms.

Feedback that is received on behalf of another consumer, which happens from time to time, particularly when family members have concerns, or through a request for information form, is provided with a request to be completed and returned within 14 calendar days.

Within the Canberra Health Services response to complaints, people are provided with contact information if they would like to further discuss the matter so that they can address their concerns in detail. If the consumer remains unsatisfied with the response that is provided, they can contact the Human Rights Commission, and contact details are provided for that.

The mental health, justice health and alcohol and drug services division is responsible for responding to complaints in person or by phone or in writing. From 1 October last year until 25 October this year, they received a total of 591 pieces of feedback, of which not all were actually complaints. There were some compliments and some feedback and comments and advice on how things could be improved in amongst all of that, which was very much appreciated. If there any additional questions that you have about complaints processes—(Time expired.)

MRS KIKKERT: Minister, in your departmental feedback, how many have you received from those who have been mental health patients in the emergency department?

MS DAVIDSON: I will take on notice to provide you the number of complaints that we have received that are specifically about mental health presentations in the emergency department. I can assure you that we receive feedback—which is not always complaints; sometimes it is advice about what could be done better in future—about a range of different services that provide support to people experiencing mental health conditions. It is not always just about the emergency department, when we are talking about where we can best provide support to people who are experiencing a mental health condition.

We have a diverse range of service in the ACT that cover acute care as well as care in the community. It is really important that all of these services are functioning well and are part of an integrated mental health system, which is what we are aiming for in the ACT. We are doing some great work to achieve those aims.

MRS JONES: Minister, do you accept given the feedback that there are areas that we need to improve in our feedback system?

MS DAVIDSON: Nothing is ever perfect. If there are places in which we can improve, we are always really keen to receive that feedback and to look at ways we


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