Doc type: Guideline
Doc No.: GL2006_023
Functional Group - Sub Group:
Corporate Administration - Information and data
Corporate Administration - Governance
Clinical/ Patient Services - Governance and Service Delivery
Clinical/ Patient Services - Incident management
Summary
To provide an operational framework for dealing with a complaint in accordance with the Complaint Management Policy (PD2006_073). These guidelines provide interpersonal strategies for dealing with consumers at the first point of contact, assessing the severity of complaints, investigating complaints, and resolving complaints.
Date of Publication: 20 December 2006
Replaces: N/A
Author Branch: Quality and Safety
This document applies to: Area Health Services/Chief Executive Governed Statutory Health Corporation, Board Governed Statutory Health Corporations, Affiliated Health Organisations - Non Declared, Affiliated Health Organisations - Declared, Public Health System Support Division, Community Health Centres, Dental Schools and Clinics, Government Medical Officers, NSW Ambulance Service, Public Health Units, Public Hospitals
Audience: All staff, including managers, clinicians and contractors
Distributed to: Public Health System, Community Health Centres , Dental Schools and Clinics, Divisions of General Practice, Government Medical Officers, Health Associations Unions, Health Professional Associations and Related Organisations, NSW Ambulance Service , NSW Department of Health, Public Health Units, Public Hospitals, Private Hospitals and Day Procedure Centres , Private Nursing Homes, Tertiary Education Institutes
Review Date: 20 December 2011
File No: 06/563
Status: Active
File link: Complaint Management Guidelines
File size: 256Kb
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