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Handling complaints well Complaint handling is an important part of being a safe and responsive health service. Providers with effective complaint-handling processes often resolve complaints quickly and easily. This creates opportunities to restore confidence in your services, improve quality through feedback and to prevent minor issues from escalating into major problems. Tips for good complaint handling Handling complaints well means engaging with your consumers about their concerns and understanding the resolutions they are seeking. Communication issues underpin most complaints we receive...
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Orders can prohibit a health practitioner or organisation from providing health services. These orders can prohibit part, or all, of a health service for a set period of time or permanently. Interim orders of up to 12 weeks can also be made. Orders are only made against general health service providers, meaning those not regulated by the Australian Health Practitioner Regulation Agency ( AHPRA ), and only if the Commissioner believes they've breached the general code of conduct and pose an unacceptable risk to the public. Prohibition orders issued in Victoria, New South Wales, Queensland and...
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What do information privacy laws do? In Victoria, information privacy laws operate to protect the privacy of individuals’ information. The Privacy and Data Protection Act 2014 protects the privacy of an individual’s personal information held by Victorian government organisations and is administered by the Office of the Victorian Information Commissioner ( OVIC ). The Health Records Act 2001 ( HR Act ) protects the privacy of an individual's health information held in the public and private sectors in Victoria and provides a right of access to individuals’ health information. Under the HR Act...
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Brochures Making a complaint (DL brochure) (PDF, 357.27 KB) My health records, my rights (DL brochure) (PDF, 294.85 KB) Order 'making a complaint' or 'my health record' brochures from [email protected] . with your name, address and number required. Brochures also available in 26 community languages on our Translations page. Posters Expect safe and ethical healthcare (A3 poster) (PDF, 336.3 KB) General code of conduct summary - (A4 poster).pdf (PDF, 80.26 KB) General code of conduct (A3 poster).pdf (PDF, 118.11 KB) General code of conduct (A4 poster).pdf (PDF, 117.78 KB) Documents and fact...
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Who holds my health information? Health service providers such as hospitals and dentists, and organisations such as schools, gyms, insurers, employers and government agencies, all collect and hold personal and health information as health records. Health service providers and organisations may hold your medical histories, test results, sick leave certificates, medication lists and more. What can providers do with my health records? Health information should be collected with your consent and used or disclosed for the primary purpose it was collected, or for a directly related and reasonable...
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Health records are made up of health information collected by both health service providers and non-health service providers. Health information may include details about an individual's Physical, mental or psychological health Disabilities Use and future use of health services Wishes regarding specific health services or treatments Personal information collected in relation to the provision of health services Genetic information. Examples of health records include: hospital admission forms, medical histories, test results, sick leave certificates, medication lists and more.
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We welcome your feedback. If you are unhappy with the way we handled your complaint about a health service provider under the Health Complaints Act 2016 If you are unhappy with the way we handled your complaint about a health service provider, please speak to the officer handling the matter as a first step. We will listen to your feedback, and, where possible, use it to improve our service. If we cannot resolve your concerns we will inform you of your appeal rights which may include an internal review Internal Review You can request an internal review of a decision we have made if it relates...
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Use this form to make a general enquiry, provide feedback or provide information to the HCC. You must complete the form within 30 minutes. If you would like to receive a response, please provide contact details. Please DO NOT use this form to lodge a COMPLAINT. If you would like to make a complaint about a health service provided to you or another person or about a matter relating to your personal health records please use the complaint form . Make an enquiry
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Health service principles You should expect safe and ethical healthcare from every health service you use. This applies in all healthcare settings, including public and private hospitals, community health services and individual practitioners' rooms. All Victorian health services must: Be accessible Be safe and of high quality Provide their services with appropriate care and attention Treat consumers and their carers with respect, dignity and consideration Provide adequate and clear information about treatments, costs and other options Apply an inclusive approach with consumers when making...
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