HaDSCO Connect: January 2012
HaDSCO input into Mental Health Bill
Website survey: HaDSCO invites feedback
Information regarding cosmetic treatment complaints available online
Strategic planning begins
A research project to support the production of the HaDSCO 2012-15 Strategic Plan is underway.
Over the past few months, HaDSCO’s Director, Anne Donaldson, has met with organisations spanning across the health, disability and mental health sectors (both public and private) to discuss a variety of issues.
This approach has placed stakeholders at the centre of the strategic planning process and enabled HaDSCO to gain a deeper understanding of stakeholders’ needs when working with HaDSCO; both throughout complaint resolution processes and on partnered projects.
During the first phase of research activities, feedback was sought from over 20 organisations and HaDSCO is now reflecting on the information provided to identify themes and recurring issues. Once this preliminary analysis is complete, HaDSCO will continue to seek feedback from stakeholders across the sectors and the identified themes will influence the direction of HaDSCO’s 2012-15 Strategic Plan.
Speaking about the research to date, Anne said: “The process of gaining feedback and ideas from our stakeholders has been extremely insightful. It has been an exhilarating experience to have the opportunity to speak with organisations so willing to participate and offer feedback.”
“There has been an overwhelming response and keenness of organisations to work in partnership on projects that support a collective goal, which is ultimately to support the improvement of health and disability services in Western Australia.”
This type of stakeholder feedback has proved to be invaluable in the strategic planning process and HaDSCO will continue to converse with stakeholders over the coming months. A further update of this project will be given in the April edition of HaDSCO Connect.
HaDSCO input into Mental Health Bill
HaDSCO has been working with the Mental Health Commission to assist draft sections of a proposed new Mental Health Bill.
Amongst other things, the new Bill will aim to more clearly set out complaint mechanisms available for people who have concerns about mental health services.
Whilst HaDSCO already has jurisdiction over many mental health services provided in Western Australia, it is anticipated that the proposed changes will improve access to complaints mechanisms by making the avenues for complaining more transparent and streamlined.
Another important aspect of the discussions between HaDSCO and the Commission has been the recognition that complaints provide a valuable opportunity for identifying areas of service delivery that requires improvement.
It has been suggested that the new draft Bill contain provisions that enable better communication between organisations that manage complaints in order to facilitate change at a systemic level.
HaDSCO will continue to work with the Commission and an update will be given in the next edition of HaDSCO Connect.
New year – new home
HaDSCO is gearing up to move to new accommodation in March 2012.
The agency will be 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 will change. Work is currently being carried out to ensure all stakeholders are aware of these changes and the next edition of HaDSCO Connect will contain details of the new postal address and telephone numbers.
HaDSCO publications and resources, including leaflets and information sheets, will be updated and the agency will be distributing copies of the latest versions, along with order forms to interested parties. Any individual or organisation wishing to receive an information pack is encouraged to email mail@hadsco.wa.gov.au with the subject line ‘New Home Pack’ and provide their name, telephone number and postal address. A pack will be distributed in March.
Website survey: HaDSCO invites feedback
The agency’s new look website (hadsco.wa.gov.au) was launched six months ago and HaDSCO is inviting stakeholders to provide feedback relating to the website via an online survey.
The information provided by participants will help HaDSCO understand how well the website is performing. Results from the survey will influence the content and structure of the website to better suit the needs of stakeholders.
HaDSCO’s Director, Anne Donaldson invites readers of HaDSCO Connect to take part, Anne says: “When developing the website, the highest priority was ease of access.”
“Our main aim is to ensure the website is user friendly and provides quality information. This survey will allow us to identify to what extent we have reached this objective and what can be done to continuously improve.”
To take part in the survey, please follow this link: website survey.
Information regarding cosmetic treatment complaints available online
The October edition of HaDSCO Connect contained information regarding the new HaDSCO policy for dealing with complaints relating to cosmetic treatment. This information, along with details about the complaint process and tips for raising/dealing with a complaint has been made available within a dedicated section of the HaDSCO website (hadsco.wa.gov.au).
The cosmetic treatment complaint section includes information about:
- the HaDSCO cosmetic treatment policy
- the types of complaints HaDSCO can and cannot accept
- how a complaint can be made
- how to complete a complaint form
The section also provides links to alternative agencies that can take complaints about cosmetic treatment, such as the Department of Commerce and the Australian Health Practitioner Regulation Agency.
Carers WA regional survey
Carers WA recently published a survey of the carers of family and friends in country Western Australia. This survey explored carers’ experiences, needs and ideas for making life better in the country. The results highlighted both the positives and the difficulties of being a carer in country areas of Western Australia.
To view the survey, please follow this link: Country Carers Report 2011 (external site).
Case study
Some aspects of this complaint have been amended to protect the confidentiality of the complainant and service provider.
Emergency call buttons have long been used in a number of Western Australian hospital’s Intensive Care Units (ICUs). These buttons are located close by to patient beds and can be used when aid is required by patients. Soft touch buttons are also available: these are often located on patient beds and are effective at calling for nursing care with a lighter touch of the button – making it easier for weaker patients to activate a call.
HaDSCO recently facilitated the conciliation of a complaint from a patient regarding the availability of soft touch buttons.
Prior to the HaDSCO conciliation meeting, the hospital involved held a policy that outlined how soft touch buttons were to be distributed among patients. This policy stated that a physio-therapist could issue the buttons to patients following a strength assessment. The patient was unhappy that he had not been issued with a soft touch button however, following discussions it became clear that the physio-therapist was unaware the patient lacked the strength to use the standard call button because other patients used theirs to call assistance for him
After the conciliation meeting, the hospital actively reviewed their policy and has implemented a revised policy it through-out the entire hospital (not just ICU). The changes mean that nursing staff can now also assess and distribute soft touch buttons to patients and buttons can be allocated to any patient on any ward. This results in the quicker allocation of the buttons to patients who need them.
This example complaint demonstrates the importance of complaints and the important part they play in supporting the improvement of health and disability services.
