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 set the minimum legal criteria for all health service providers in Victoria to meet when handling complaints about health services.
The session will cover how the Standards aim to:
- Strengthen and improve complaint handling across the Victorian health sector
- Provide a common benchmark for consumers and providers
- Reinforce the importance of consumer feedback and person-centred care.
This session will assist health service providers to understand and implement the Standards. It will also benefit organisations and members of the community who are interested in finding out how complaints, as a vital form of consumer feedback, can lead to quality improvements in health services.