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03 Dec 2020
Date: Thursday, 3 December 2020 Time: 2pm-3pm, via Zoom Presented by Karen Cusack, Health Complaints Commissioner Complaints are a vital form of consumer feedback and can be a catalyst for quality improvement and better health care outcomes. However, a complaint that is not handled well can turn a reasonable complainant into a hurt and angry former consumer. Learning how to successfully manage complaints and utilise this information is essential to improving your health service. The session will cover: Why complaints are a vital form of consumer feedback How to successfully manage complaints...
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17 Dec 2020
Date: Thursday 17 December 2020 Time: 2pm-3pm, via Zoom Presented by Karen Cusack, Health Complaints Commissioner Complaint handling is an important part of providing a safe and responsive health service. Providers with effective complaint-handling processes can often resolve most matters quickly and easily. They can also use the information from complaints to identify where they need to improve. New Complaint Handling Standards came into effect on 4 June 2020 and replaced the interim standards in Schedule 1 of the Health Complaints Act 2016. The Standards comprise 11 separate obligations and...
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