Page 1996 - Week 05 - Thursday, 16 May 2019
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administrative, (ii) clinical, (iii) facilities maintenance and (iv) other, staff and (e) how many disciplinary sanctions were brought against (i) administrative, (ii) clinical, (iii) facilities maintenance and (iv) other, staff.
Ms Fitzharris: The answer to the member’s question is as follows:
(1) Yes - RM refers to Feedback Module in Riskman.
(2)(a) The Consumer Feedback and Engagement Team (CFET) records all feedback in the Riskman Feedback Module when it is received and the relevant area is notified.
(b) Complaints are allocated to the office of the most appropriate Executive Director (ED), to investigate and coordinate a response. Where a response is requested, complaints are acknowledged by CFET within five days of receipt. If adequate contact details have been provided. Information is sought from the relevant unit or division to investigate and respond to the issues raised in the complaint.
Service areas may contact the consumer and respond verbally to the complaint. In this case, a summary of the response is provided to CFET to update the Riskman Feedback Module. If feedback cannot be resolved verbally, a response to the consumer will be prepared and sent using the information provided by the unit or division.
(3) All formal complaints are entered into Riskman and included for data collection, management and investigation. Exceptions to this are when the complaint:
• concerns a service based outside of Canberra Health Services (CHS). These complaints are sent to the relevant service for investigation and response.
• is the subject of legal proceedings. These are managed through the related appropriate processes.
(4) Number of Complaints
• 1 July 2012 to 30 June 2013 - 865
• 1 July 2013 to 30 June 2014 - 1044
• 1 July 2014 to 30 June 2015 - 1199
• 1 July 2015 to 30 June 2016 - 1101
• 1 July 2016 to 30 June 2017 - 1086
• 1 July 2017 to 30 June 2018 - 1211
• 1 July 2018 to 5 April 2019 - 1059
(5)(a) Anonymous Complaints
• 1 July 2012 to 30 June 2013 - 89
• 1 July 2013 to 30 June 2014 - 195
• 1 July 2014 to 30 June 2015 - 219
• 1 July 2015 to 30 June 2016 - 141
• 1 July 2016 to 30 June 2017 - 151
• 1 July 2017 to 30 June 2018 - 151
• 1 July 2018 to 5 April 2019 - 190
(b) All complaints are investigated by the unit or division concerned regardless of whether a response has been requested.
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