HEALTH AND COMMUNITY SERVICES ADVISORY COUNCIL

In reply to the Hon. J.A. DARLEY (4 April 2012).

The Hon. R.P. WORTLEY (Minister for Industrial Relations, Minister for State/Local Government Relations): The Minister for Health and Ageing has been advised:

1. I am unable to respond to this question, as it relates to the internal discussions of the Advisory Council.

2. I am unable to respond to this question, as it relates to the internal discussions of the Advisory Council.

3. The Annual Report 2010-2011 Health and Community Services Complaints Commissioner (the Annual Report) provides an extensive list of improvements to services arising from complaints. These include:

improved process for prisoners awaiting clinic appointments to maintain their privacy and dignity

review and update of patient record confidentiality procedures in public hospitals

improvement to procedures for obtaining consent for blood specimens in a private laboratory

unregistered service provider-agreement to practice within applicable professional standards and code

public hospitals:

review of insulin use and update throughout services

working group to improve the care of the elderly in acute care settings

audit of patient record keeping in emergency departments

staff education about falls assessment and recording falls on the incident management system

action to improve communications and complaints management in a paediatrics department

policy development to ensure appropriate use of mobile phone cameras in clinical settings and consent to clinical photography

locum general practitioner practice—review of processes regarding documentation, legally appointed guardians and complaints handling to improve these areas of administration and practice

private medical practice—updated complaints handling policy

disability services—review and update of policies and procedures associated with major home modifications to facilitate in home care

private pharmacist—improved procedure to prevent dispensing errors and improve complaints handling procedure

public paediatric dental clinic—strategies to reduce waiting times

country health services:

improved policy, procedures and training for the care of sexual assault victims

staff education about the needs of the elderly in the emergency department, history taking, improvements to documentation, consent, discharge processes, assessment and planning

home care community service provider—improved staff training in medication management and complaints handling.

4. The improvements referred to by the Health and Community Services Advisory Council relate to those achieved by the Health and Community Services Complaints Commissioner (the Commissioner), documented in the Annual Report.

When a complaint is received that indicates a health service which requires improvement, staff of the Office of the Health and Community Services Complaints Commissioner assist both users and providers to identify ways in which the necessary improvements can be made. When a complaint is made, service providers will often identify what improvements need to be made on an individual, policy or practice level. When a service provider cannot identify the improvements that are necessary, the Commissioner may seek independent advice regarding best practice in the particular area. The Commissioner may then make recommendations to the service provider based on this advice. The service provider is then asked to report on the progress and completion of the planned improvement activities.

5. I am unable to respond to this question, as it relates to the internal discussions of the Advisory Council.