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ADVOCACY CONFERENCE 2013 DEBORAH O’FLAHERTY, COMPLAINTS ASSESSMENT MANAGER THEO BAKER, DEPUTY...
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ADVOCACY CONFERENCE 2013 DEBORAH O’FLAHERTY, COMPLAINTS ASSESSMENT MANAGER THEO BAKER, DEPUTY COMMISSIONER Complaints Assessment Mental Health and Addictions
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Transcript of ADVOCACY CONFERENCE 2013 DEBORAH O’FLAHERTY, COMPLAINTS ASSESSMENT MANAGER THEO BAKER, DEPUTY...
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
OVERVIEW
StatisticsNature of complaintsHandling factorsComplaints ProcessDiscussion
The Numbers
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
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
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
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Withdrawn 11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
Why do people complain?
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
Handling factors
Handling factors
Support for complaintEntitlement to informationLength of timeCoronial inquestDistrict Inspector
Over to Debbie!
StatisticsNature of complaintsHandling factorsComplaints ProcessExample
HDC Complaints Processes
Complaint received
Assessment
Refer to Advocacy
Refer to provider
Refer to registration authority
Get more information
Complaints processes
More information received
No further action
NFA but follow-up
Clinical advice
Investigate
Investigation
Investigate
Breach of Code
Recommendations
Refer to Director of Proceedings
NFA
NFA with follow-up
Case Study
Miss A – alcohol dependence and bipolar type 2
Strong suicidal ideation – hospital admissionPoor treatment, poor follow-up on discharge
