Quality and Safety

Statewide initiatives

Complaint or concern about a clinician (MCCC)

Overview Links

Policy and Guideline Tools

Contacts FAQ

Tools

• ICAC: Fact-Finder A 20-step guide to conducting an inquiry in your organisation, 2003
• Incident Decision Tree National Patient Safety Agency (NPSA). This is a key component of the drive to help the NHS move away from asking "Who was to blame?" to "Why did the individual act in this way?" when things go wrong.
  • Incident Decision Tree chart (PDF)
  • Incident Decision Tree product saferhealthcare (UK)
  • The Incident Decision Tree: Guidelines for Actions following Patient Safety Incidents (PDF)
• NHS: The National Clinical Assessment Service Toolkit
• Audit Department of each Area Health Service: Fraud Prevention services Pty Ltd, Investigators toolkit

NSW Ombudsman documents

• Factsheet - Investigation of Complaints
• NSW Ombudsman - The Complaint Handler's Tool Kit (2nd Edition)
• Investigating Complaints - A manual for Investigators
• Natural Justice/Procedural Fairness (PDF)
• Protected Disclosure Guidelines (5th Edition)