health complaints commissions in australia: time for a national approach to data collection
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Health Complaints Commissions in Australia: Time for a National Approach to Data Collection. Merrilyn Walton, University of Sydney Jennifer Merry-Smith, University of Sydney Judith Healy, Australian National University Fiona McDonald, Queensland University of Technology - PowerPoint PPT PresentationTRANSCRIPT
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Queensland University of Technology
CRICOS No. 000213J
Health Complaints Commissions in Australia: Time for a National Approach to Data Collection
Merrilyn Walton, University of SydneyJennifer Merry-Smith, University of SydneyJudith Healy, Australian National UniversityFiona McDonald, Queensland University of Technology
(2012) 11:1 Australian Journal of Public Affairs 1-18
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CRICOS No. 000213Ja university for the worldrealR
Are Australian health complaints commissions an effective tool to improve health services?
Project
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CRICOS No. 000213Ja university for the worldrealR
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CRICOS No. 000213Ja university for the worldrealR
Health system reform
Focus: increased accountability
- Mandatory accreditation- National standards- National framework for health professional
regulation
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CRICOS No. 000213Ja university for the worldrealR
Health Complaints Commissions
• ‘Public watchdog’ – accountability• Empower patients• Dispute resolution• Accessible• Independent• Window on quality
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CRICOS No. 000213Ja university for the worldrealR
Data collection sub-project
• Is the data collected by health complaints commissions in Australia comparable so that conclusions can be drawn about complaints management and the safety and quality of health services in Australia?
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CRICOS No. 000213Ja university for the worldrealR
Methods
Comparison of statistics from Health Complaints Commission annual reports:
2005-2006
2009-2010
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CRICOS No. 000213Ja university for the worldrealR
Results
• Comparisons possible only for the most basic data
• Considerable variability in data presented
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CRICOS No. 000213Ja university for the worldrealR
Results
• Jurisdiction of commissions vary• Definitions vary• Classifications vary
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CRICOS No. 000213Ja university for the worldrealR
Complaints data 2009-2010
• NSW & QLD record procedural steps• Vic & Tas record outcomes for complainants• NT, ACT, SA, WA no data reported
Data only comparable on 4 out of 18 data items
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CRICOS No. 000213Ja university for the worldrealR
Conclusion
• Data collected does not allow us to nationally
- benchmark complaints
- make definitive comparisons
- establish best practice
A standardised data set needs to be developed by the Commissions
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CRICOS No. 000213Ja university for the worldrealR
Acknowledgements