HaDSCO publishes two reports, on health and disability, which provide an in-depth analysis of the external complaints trends. Cases finalised in assessment This page has been produced by The Office of the Ombudsman and Health Complaints Commissioner The URL for this site is: https://www.healthcomplaints.tas.gov.au A copy of the Serious Incident Report was provided to my Office in July 2009. If you're seeing this message, that means JavaScript has been disabled on your browser, please enable JS to make this app work. The Commissioner's role is: To promote and protect the rights of consumers who use health services Charlie received a copy of his health records and the clinic staff learnt about their responsibilities regarding access to health records. Mental Health & Addictions. Read more. The Health Complaints Commissioner (HCC) resolves complaints about healthcare and the handling of health information in Victoria. This is a place where you can find updates on our work and join in on conversations about a range of activities, events and other initiatives happening in the public mental health sector. The letter apologised for not seeking consent and said the incident served as a reminder to keep the patient at the center of clinical care at all times. The consumer again wished to speak with his GP and wife about this. The latest Health Complaints Trends Report 2015-16 to 2019-20 is now available to download here. If you cannot do this or have tried and are still not satisfied, contact the HCC. We helped her take her complaints to the relevant people to resolve it with them directly, outside of the formal complaint resolution process. How the NSW Health Care Complaints Commission can help. Change of policy by public hospital regarding counselling for parents when unexpected births occur prior to arrival at hospital. Australian and New Zealand Health Complaints Commissioners, Australian Health Practitioner Regulation Agency (AHPRA), National Health Practitioner Registration Boards, Personal Information Protection statement. Use our online form to make a complaint now . This might include nutritionists, masseuses, naturopaths, homeopaths, dieticians, social workers and speech pathologists. He told the surgeon of the pain one month after the operation, but was assured there was no cause for concern and to continue physiotherapy to strengthen the knee. Case studies: cases finalised in conciliation. Jenny then took her children to a registered podiatrist, who advised her that the children did not actually require orthotics. The Commissioner is also the State Ombudsman. He stated that he told the carer to return any unused morphine to the pharmacy. Make a complaint online . 4th Floor, NT House 22 Mitchell Street DARWIN, NT 0800 . We helped Theo explain his complaint to the radiologist, who replied that this side effect was not uncommon and had been treated appropriately when it happened. 5:00 p.m. to 9:00 p.m. Spanish speakers are available. It seemed to me that there were compelling public policy reasons why the law should prescribe what happens to this sort of medication after death. Latest decisions. The complainant claimed that the provider cardiologist inappropriately prescribed Diltiazem to him, and that as a result he developed a third degree atrioventricular block (AVB). They were aware of this particular complaint and said a personal letter of apology from the doctor was on file but had never been sent to the couple. Subscribe to Media Releases; Understanding Complaints. We contacted the clinic to explain that individuals have a right to access their personal health information, do not need a reason for doing so and do not need a lawyer. Programs, apps and tools. The report was given to Antonio and the original surgeon. It is quite unlikely that any terminally ill person will die without at least some of their medication left over. Browse or download the latest decisions and case notes. Complaints are most commonly resolved through advice from our staff or explanations from healthcare providers. The clinic receptionist told him they were the property of the clinic and if he wanted to access them he’d need to get a lawyer. Published: March 2021. Jenny complained after a myotherapist prescribed expensive orthotics for her two preschool-aged children, which he said she could claim on her private health insurance. An ECG revealed that there was also evidence at that time of asymptomatic AVB in respect of which the provider recommended the insertion of a PPM. Database of competition cases dealt with by the European Commission (antitrust, cartels, mergers, State aid, liberalisation) The complainant initially complained to the Medical Council of Tasmania in May 2009, and the complaint was referred to this office. The complainant alleged that her mother’s carer (the complainant’s sister) and other members of her mother’s household were drug users and that this was known to the prescribing doctor. Commissioner welcomes release of report into the review of Alcohol and Other Drug services. Search. It was my view that this was an unsatisfactory state of affairs. The radiologist agreed to add extravasation to the list of side effects in the information sheet for patients, but declined the request for reimbursement. He considered an angiogram unnecessary at that stage but considered that the insertion of a PPM should still take place. In a small number of cases, the Commissioner formally investigates a complaint. Ambulance staff also worked at NESMH as either maintenance workers or nurses, and one issue identified in the report was confusion in roles and clinical responsibility, in that nursing staff were utilising their nursing competencies as opposed to providing care consistent with ambulance protocols. Disposal of this medication is probably the last thing on the minds of the grieving family. The complaint against this doctor was dismissed, because she had not directed the ambulance to go to the hospital but was merely reacting to the situation as the doctor on roster. “We are concerned by the serious nature of these complaints and that many other similar cases have likely gone unreported,” Ms Cusack said. These case studies are real complaints we've handled, with names and some details changed to protect privacy. A complaint made to the hospital had received no response. However this will not always be the case. Annual reports; Corporate documents; Customer Engagement Framework and Strategies; Case studies; Careers with us; Compliments and Complaints; Media Releases. Our teams . Investigation into a complaint in relation to the disappearance of schedule 8 medication after the death of the complainant's mother, Investigation into a complaint against Tasmanian Ambulance Service (TAS) regarding an incident at Scottsdale, Investigation into a complaint about medications prescribed by a cardiologist. Many are also resolved with apologies, refunds, partial refunds, quality improvements or access to records, while fewer complaints are resolved through compensation. About us. Who can make a complaint… He sought an apology, disciplinary action and compensation. Breast Screen Tasmania Refusal to perform a mammogram in absence of consent to share information with AIHW. After the incident, Rania wanted to complain about the care, if the anaesthetic may have caused the arrest or whether the surgeon had done something wrong, why it was necessary to take five separate x-rays in ICU and why she had to pay for the cost of them. of complaints assessed within the 60 day timeframe 2019-20 YTD. The complaint was referred to investigation to ascertain whether Diltiazem should properly have been prescribed in this case. Case studies: cases finalised in assessment. Instead the complainant was taken first to the North East Soldiers Memorial Hospital (NESMH) in Scottsdale in accordance with TAS protocol. Order your publications today. The radiologist injected dye into Theo’s vein before a scan to check circulation, but Theo says he was rough when handling him and did not stop the procedure when he said it hurt. The complainant says that the leftover medication went missing after the mother’s death. Health Complaints Commissioner > Publications and Media > Case Summaries > Cases finalised in investigation . Complaints assessed 2019-20 YTD (2018-19: 7,735) Average time to assess much shorter 39 days compared to … MHCC Advisory Council members provide our team with advice across a range of areas, sharing their knowledge, lived experience and expertise. The consumer commenced the prescribed medications following the first consultation, including Diltiazem, but wished to speak with his GP and wife regarding the recommended angiogram and insertion of a PPM. The complaint against TAS was retained, as it appeared to indicate possible system issues. The provider reported an improvement in the consumer’s symptoms at the second consultation. Search decisions. Once a person dies, they can no longer possess that medication. The HCC has been in contact with several of these general health service providers, as part of our complaint resolution process, to notify them of their obligations under the general code of conduct in effect since 1 February 2017. Call 1800 043 159 Mon to Fri, 9am to 5pm AEST; Email: hccc@hccc.nsw.gov.au. Monitoring & Advocacy; Where to find help and support; Making a complaint; Making a complaint. Browse. Once a person dies, no one can possess their leftover narcotic substances without committing an offence under section 48. The … Case studies; Complaint handling standards; Tips on making a complaint; Health records; General code of conduct; Prohibition orders; Media Release: 05 Mar 2021. The provider responded by outlining three consultations with the consumer, including the assessments, diagnosis and recommended treatment. Home; Your data matters; For organisations; Make a complaint; Action we've taken; About the ICO; Home. A complaint was received from a woman in relation to her late mother’s leftover medication. The New South Wales Health Care Complaints Commission (commonly referred to as the ' HCCC '), is an independent statutory body created by the Parliament of New South Wales, Australia to receive, assess, resolve or prosecute complaints relating to health service providers in New South Wales. The Tasmanian Health Complaints Commissioner acts independently, impartially and in the public interest. Our history. Many are also resolved with apologies, refunds, partial refunds, quality They advised that the amount of unused medication was likely to have been small. The complainant’s general practitioner had in the meantime complained about this matter (and a number of other incidents) to the Secretary of the Department of Health and Human Services (DHHS). He claimed that this gave rise to a medical emergency while he was interstate, and to a subsequent requirement to urgently undergo the insertion of a permanent pacemaker (PPM) following his return to Tasmania. We then facilitated a negotiation that led to a significant amount of compensation to cover out-of-pocket medical expenses and loss of earnings for Antonio, who was satisfied that his complaint had been resolved. There are many possible variables which might make it difficult for treating doctors/nurses to assume responsibility for these medications, and the recovery of Schedule 8 medication in the community might create some problems. The side effect – known as extravasation, where medication leaks into tissue surrounding an intravenous injection site – hadn’t been mentioned on the consent form Theo signed. We contacted the myotherapist to get a response to Jenny’s concerns about inappropriate treatment advice. How to raise your concerns directly. The report identified that problems arose because of the structure of ambulance service in Scottsdale. Rania complained about the care she’d received at a major hospital and the bill she’d been left with at the end. 8,023. We spoke with them about the importance of operating within their scope of practice and referred to information from the Australian Podiatry Association and the Myotherapy Association Australia about appropriate use of paediatric orthotics. Nine months later Antonio’s knee still hurt but was again told not to worry. The prescribing pharmacist advised that no medication was returned to the pharmacy after the mother’s death, and that therefore the complainant’s allegation that medication had disappeared appeared to be correct. The consumer’s presenting symptoms were those of exertional angina, for which the provider recommended he undergo an angiogram and prescribed Diltiazem and a nitrate patch.