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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
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OVERVIEW
StatisticsNature of complaintsHandling factorsComplaints ProcessDiscussion
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The Numbers
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Complaints Received
YEAR Complaints Received
TOTAL Mental Health & Addiction
s
%
2012 – 2013 1619 203 13
2011 – 2012 1564 172 11
2010 – 2011 1405 139 10
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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
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Individual Providers
Occupation Number
Psychiatrist 59
Psychologist 48
Nurse 18
Counsellor 14
Psychotherapist 6
GP 4
Physician 3
Social worker 2
Other 5
TOTAL 157
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What happened to the 203?
Outcome Number
Advocacy 13
Breach 1
District Inspector 19
Nursing Council/Psych Board/Medical Council 15
OJ 12
Provider 7
Withdrawn 11
Section 38 66
Section 38 with follow-up 10
Referred to MOH, Privacy or other 4
Resolved by parties 1
TOTAL 159
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Why do people complain?
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What did they complain about?Complaint Key word Number of times
featured
Inadequate treatment/care/discharge 36
Attitude/manner 32
Prescribing /administering meds 20
Diagnosis 18
Co-ordination of treatment 17
Report for third party 11
Communication with family 10
Incorrect treatment 8
Special needs not accommodated 7
ACC issues 6
Consent 6
Assault 6
Sexual misconduct 5
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Handling factors
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Handling factors
Support for complaintEntitlement to informationLength of timeCoronial inquestDistrict Inspector
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Over to Debbie!
StatisticsNature of complaintsHandling factorsComplaints ProcessExample
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HDC Complaints Processes
Complaint received
Assessment
Refer to Advocacy
Refer to provider
Refer to registration authority
Get more information
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Complaints processes
More information received
No further action
NFA but follow-up
Clinical advice
Investigate
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Investigation
Investigate
Breach of Code
Recommendations
Refer to Director of Proceedings
NFA
NFA with follow-up
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Case Study
Miss A – alcohol dependence and bipolar type 2
Strong suicidal ideation – hospital admissionPoor treatment, poor follow-up on discharge