Complaints Assessment Mental H ealth and Addictions

ADVOCACY CONFERENCE 2013

D E B O R A H O ’ F L A H E R T Y, C O M P L A I N T S A S S E S S M E N T M A N A G E RT H E O B A K E R , D E P U T Y C O M M I S S I O N E R

Complaints AssessmentMental Health and Addictions

OVERVIEW

StatisticsNature of complaintsHandling factorsComplaints ProcessDiscussion

The Numbers

Complaints Received

YEAR Complaints ReceivedTOTAL Mental

Health & Addiction

s

%

2012 – 2013 1619 203 13

2011 – 2012 1564 172 11

2010 – 2011 1405 139 10

Individual providers – 157Group providers – 124

SERVICE TYPEAssessment for third party 32

Counselling/therapy 22

Inpatient mental health services 49

Mental health services 161

Multiple 7

Non health or disability service 3

Other 2

Other disability services 1

Paediatric 1

Physician care 2Prison health 3

Individual Providers

Occupation NumberPsychiatrist 59

Psychologist 48

Nurse 18

Counsellor 14

Psychotherapist 6

GP 4

Physician 3

Social worker 2

Other 5

TOTAL 157

What happened to the 203?

Outcome NumberAdvocacy 13Breach 1District Inspector 19Nursing Council/Psych Board/Medical Council 15OJ 12Provider 7Withdrawn 11Section 38 66Section 38 with follow-up 10Referred to MOH, Privacy or other 4Resolved by parties 1TOTAL 159

Why do people complain?

What did they complain about?Complaint Key word Number of times

featured

Inadequate treatment/care/discharge 36Attitude/manner 32Prescribing /administering meds 20Diagnosis 18Co-ordination of treatment 17Report for third party 11Communication with family 10Incorrect treatment 8Special needs not accommodated 7ACC issues 6Consent 6Assault 6Sexual misconduct 5

Handling factors

Handling factors

Support for complaintEntitlement to informationLength of timeCoronial inquestDistrict Inspector

Over to Debbie!

StatisticsNature of complaintsHandling factorsComplaints ProcessExample

HDC Complaints Processes

Complaint received

Assessment

Refer to Advocacy

Refer to provider

Refer to registration authority

Get more information

Complaints processes

More information received

No further action

NFA but follow-up

Clinical advice

Investigate

Investigation

Investigate

Breach of Code

Recommendations

Refer to Director of Proceedings

NFA

NFA with follow-up

Case Study

Miss A – alcohol dependence and bipolar type 2

Strong suicidal ideation – hospital admissionPoor treatment, poor follow-up on discharge