HaDSCO Connect: April 2012
HaDSCO has new contact details
Complaints data collection begins soon
Community outreach on Christmas Island
Work-based trainee starts at HaDSCO
Case study: cultural misunderstandings
HaDSCO has new contact details
The Health and Disability Services Complaints Office (HaDSCO) has relocated to Albert Facey House, 469 Wellington Street Perth, opposite Wellington Street train station. The building offers excellent facilities and is highly accessible for both staff and visitors.
As a result of the relocation, HaDSCO’s contact details have changed. Please take note of the new details below:
Street address:
Albert Facey House
469 Wellington Street, Perth 6000
Postal address:
PO Box B61, Perth 6838
Complaints and enquiries line: (08) 6551 7600
Administration: (08) 6551 7620
Facsimile: (08) 6551 7630
TTY: (08) 6551 7640
Country free call: 1800 813 583
HaDSCO’s publications and resources, including leaflets and information sheets have all been updated. Any individual or organisation wishing to order new copies of brochures is encouraged to contact Bobbie Everitt on (08) 6551 7623.
Complaints data collection begins soon
A key aspect of HaDSCO’s statutory role is to use complaints information in collaboration with providers to improve safety and quality in health service delivery. To assist in performing these functions, HaDSCO, under section 75 of the Health and Disability Services (Complaints) Act 1995, collects complaints management information from 25 health service organisations that have been prescribed by regulation.
The aim of collecting this data is to review and identify the common causes of complaints across different health services in the public and private sectors, and how the complaints were managed in the various complaint processes. Further, the data collection will enquire into broader issues of health care arising out of complaints received such as complaint trends and systemic issues.
Broadly speaking the following data is collected:
- demographics of complainants and users of health services
- number of complaints
- complaint issues
- action or outcome in response to complaints
- time taken to deal with complaints
Accessing and sharing this information provides an excellent opportunity for service providers and consumers to gain insight into how both public and private service providers manage complaints. It also highlights the kind of issues that arise for consumers and how health services may be improved.
HaDSCO’s A/Research and Policy Officer, Sarah D’Andrea will be contacting service providers this month to support services in the submission of their data by the deadline date of 31 July 2012.
Service providers can submit their data via the section 75 data collection page of the HaDSCO website. This page is secure with security certification.
Community outreach on Christmas Island
Between 27 and 30 March, the Health and Disability Services Complaints Office (HaDSCO) visited Christmas Island to implement a community outreach project in partnership with the Island Administrator, Brian Lacey and the Christmas Island District High School.
During the four days on the island, HaDSCO worked with year six pupils to produce educational leaflets that explain how complaints can be made about health and disability services. Students worked both in groups and alone to create the artwork and wording to feature in HaDSCO publications.
The aim of the project was to provide important information to the community that empowers them when raising a complaint. HaDSCO’s Director, Anne Donaldson, said: “The health and disability services on Christmas Island are excellent. That said, there can be times when an individual has a concern about the service and it is important that individuals understand how to effectively raise a complaint and resolve issues.”
Ms Donaldson and HaDSCO’s Communication Officer, Bobbie Everitt, also met with a number of community groups including the Chinese Literary Association, Malay Committee, Islamic Women’s Group and Seniors Group. In addition, they also met with the Health Service Manager and Community Services Team.
Ms Donaldson added: “During our meetings, a variety of issues were discussed. It was clear from conversations that the health services available to the community are excellent – they offer an approach that promotes wellbeing and healthy lifestyles.”
Now back in Perth, Bobbie will be producing the final brochure by importing the children’s images into the brochure design. In addition, posters will be created to include copies of all the images made by the school children. These posters will be displayed throughout Christmas Island.
For more information about this project, please contact Bobbie Everitt on (08) 6551 7623.
Website survey
The agency’s new look website (hadsco.wa.gov.au) was launched nine months ago and HaDSCO has been inviting stakeholders to provide feedback relating to the website via an online survey.
The survey has been running for three months and will run until the end of June 2012.
So far, a number of responses have been submitted via the survey and the response has been positive. Here is an overview of the results to date:
- Sixty per cent of respondents feel it is ‘extremely easy’ to navigate the website. Forty per cent feel it is ‘moderately easy’.
- Sixty per cent felt it is ‘extremely easy’ to find information on the website.
- 40 per cent believe the information on the website is ‘very clear’. Twenty per cent believe it to be ‘extremely clear’ and another 20 per cent believe it to be ‘moderately clear’.
- One comment submitted read, “I needed to make a complaint and I found out how very easily.”
To have your say please take part in the website survey.
Mental Health Conference
Between 11 – 13 June 2012, the agency will be attending the Asia Pacifica Conference on Mental Health (APCMH). On 12 June, the agency’s Director, Anne Donaldson will be addressing the conference.
The APCMH will take place to explore the relationships in mental health and recovery and wellbeing. Decision makers at the conference will not merely consider but will most likely impact upon foundation issues regarding consumer and carer recognition, quality assurance, sustainable service delivery, value and worth.
HaDSCO staff will be attending the conference and operating a stand during the three day event. Staff will be on hand and available to discuss the HaDSCO services and answer any questions that attendees may have.
Visit the conference website (external site) for more information.
Work-based trainee starts at HaDSCO
The Health and Disability Services Complaints Office (HaDSCO) has welcomed a new edition to its team. Chloe Kearns is a work-based trainee and will be supporting the communication activities of the office. She will be undertaking a number of important tasks, including helping to develop brochures, coordinating events, managing the distribution of publications and writing articles for HaDSCO Connect.
Currently in year 11 at college, Chloe is studying a number of important subjects including English, mathematics, careers and community (leadership).
When talking about her education, Chloe’s enthusiasm to apply her knowledge is evident: “English and Careers are my two favourite subjects. They allow you to be creative and apply your ideas to your work.”
“I really enjoy writing and this is one reason why I chose to take advantage of the opportunity to work at HaDSCO. I am looking forward to putting my writing skills to use and also gaining a greater understanding of the world of work.”
Chloe is working in HaDSCO under the work-based traineeship. She will be attending college three days a week and working two. At the end of the traineeship she will attain a Certificate level two in Business.
At the moment Chloe is undecided about her carer path but HaDSCO will support Chloe by giving her as much exposure to a number of tasks. Hopefully these experiences will help her to identify the areas she enjoys and become clearer on what she would like to do in the future.
Welcome on board Chloe!
Integrity auditing
HaDSCO is pleased to be participating in an audit that reviews how the Office promotes integrity to staff.
The review is being conducted by the Public Sector Commission (PSC) for the purpose of reporting to Parliament later this year. It will involve a review of HaDSCO’s internal policies in areas such as data management, record keeping, human resources and equality and diversity.
The PSC will also be conducting interviews with a number of HaDSCO’s staff to establish how HaDSCO encourages staff to show integrity in their day-to-day work activities.
Case study: cultural misunderstandings
Mr Y recently attended a dental consultation to gain some advice about how to treat two painful teeth. After his appointment, he requested to receive a copy of the records.
Although he was happy with the service he received, Mr Y had not expected to pay a fixed-price fee and the total of $319 came as a surprise. In addition, he was unhappy that his records were given to him over the counter as he believed this to be illegal.
When he contacted HaDSCO, Mr Y explained the situation. He questioned the cost of the service and the legality of providing records over the counter. Mr Y explained that he was originally from Asia and was previously able to negotiate the cost of a dentist appointment.
The HaDSCO Assessment Officer explained that in Australia, it is common practice for health service providers, including dentists and doctors, to set their fees and that these are usually not-negotiable. The Assessment Officer also explained that, as long as the consumer could verify their identity, providing records to customers over the counter is not illegal in Australia.
Upon receiving this explanation, Mr Y felt much more comfortable to have had his records handed to him over the counter. He also gained a better understanding of how services were charged in Australia and felt better equipped to plan future appointments.
