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Complaints Assessment Mental H ealth and Addictions. ADVOCACY CONFERENCE 2013 Deborah O’Flaherty, Complaints Assessment Manager Theo Baker, Deputy Commissioner. OVERVIEW. Statistics Nature of complaints Handling factors Complaints Process Discussion. The Numbers . Complaints Received. - PowerPoint PPT Presentation
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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
