how to: make an enquiry or complaint
how to: make an enquiry or complaint
Anyone can make a complaint to the HQCC. You may be:
- the user of a health service or their representative
- a close family member
- a staff member
- a former staff member
- another provider
- another organisation.
You will be protected. You can even remain anonymous.
If you chose to make a complaint, you will be protected by law, from any action taken against you for making the complaint to us.
What can enquiries or complaints be about?
- incorrect diagnosis
- inability to access records
- alleged unprofessional conduct
- quality of treatment
- quality of health services provided to individuals
- quality of a health service where many individuals may be affected.
Complaints about the quality of health services may be related to systems and processes which are not working effectively in a health service.
When can an enquiry or complaint be made?
You should alert us of your concerns as soon as possible. As a general rule complaints should be made within a year of the incident or of the complainant becoming aware of the issue or incident.
How do I make an enquiry or complaint?We try to make this process as easy as possible for all concerned.
First, talk to your health provider – let them know of your concerns. You may be able to resolve the complaint before taking it any further. Step 2: If you are not happy with their response, contact us. A complaint can be made in writing, by telephone, in person, or online. We will listen to you and let you know what can be done. Step 3: If you want to go ahead with your complaint, we will usually ask you to put it in writing. We can help you do this by guiding you through the Complaint Form.
Step 4: Once your complaint is in writing, we will work with you to resolve it.
|
194 KB)What action can we take?
Your feedback and complaints can improve the quality of health services.
If a complaint cannot be resolved between the parties, or if it is serious, we may take further action.
In assessing a complaint, we consider whether the health service provided was “reasonable”.
To assess this “reasonableness”, we gather information such as the provider’s comments, and medical records if relevant.
Enquiries and complaints that cannot be resolved informally may be:
- conciliated – where parties agree to resolution and/or duly compensated
- referred to a registration board – where professional standards are involved
- investigated – where serious or systemic issues are involved
- referred elsewhere – to another body who is appropriate to deal the issue.