HaDSCO Connect: July 2011
Amendment to regulations allows greater data collection
HaDSCO focuses on outreach programs
Case study – medical records fees
HaDSCO launch new website
The Health and Disability Services Complaints Office (HaDSCO) has, this month, launched a new website: hadsco.wa.gov.au.
Anne Donaldson, HaDSCO Director said: “The new site is a useful information tool for those using and providing health or disability services. It not only offers concise and factual information on effective complaint management, but also outlines HaDSCO’s policies and services including: its complaint resolution service and investigation process.”
Clear and fresh looking, the new site provides a vast range of information including:
- An overview of HaDSCO, its roles and functions, its team and the services offered
- Educational resources regarding complaint management and resolution to both service providers and consumers of health and disability services
- Details of relevant complaint legislation, including the Health and Disability Services (Complaints) Act 1995, with descriptions provided in an easily understandable format
- Online complaint information and tools including both online and downloadable complaint forms
- Downloadable publications including newsletters, information sheets, annual reports and leaflets (also available in a variety of languages)
- Media and communication support contacts
- Links to alternative organisation websites and contact details
The website is segmented into a variety of sections in order to target the specific needs of its visitors. Sections have been produced to provide information relevant to service providers, consumers and carers.
The site was produced with accessibility as highest priority and has been awarded the W3C’s Web Accessibility Initiative’s highest level ‘Triple A’ for accessibility.
Anne added: “HaDSCO aims to provide relevant information to stakeholders and welcomes any feedback on the new site.”
Feedback can be submitted via the online feedback form, mail@HaDSCO.wa.gov.au or by contacting the communication team on (08) 9323 0607.
Amendment to regulations allows greater data collection
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 health service organisations that have been prescribed by regulation.
In May 2011, the regulations were amended to prescribe a further 12 health service providers who will be required to provide the Director with annual complaint data.
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 they were dealt with (the complaints process) and 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.
Service providers who are required to submit this information have been informed and can complete the electronic section 75 data collection page of the new website. This page is secure with security certification.
HaDSCO focuses on outreach programs
As part of the Office’s continuing effort to improve accessibility to its services for all users and providers of health or disability services, HaDSCO has developed a number of outreach programs.
The two latest projects were focused towards carers and the Indigenous community, as two key consumer groups with little awareness of the services available to them.
Outreach tactics included:
- Leaflets developed for Indigenous groups
- Brochures highlighting specific issues facing carers and relevant legislation, including the Carers Recognition Act 2004
- Website pages developed for specific groups
- Correspondence with rural health centres (August 2011)
Anne Donaldson, HaDSCO Director, said: “It is becoming ever important to understand the individual needs of specific groups when it comes to promoting services: the outreach programs have enabled HaDSCO to develop important relationships with a variety of groups and begin to raise awareness.”
Key to the development and evaluation of the outreach programs is consultation. The materials developed have been done so in consultation with a variety of organisations. Once finalised, the newly developed Indigenous leaflets will be distributed to a number of organisations and rural medical centres.
Anne added: “The Office has received invaluable information from both service providers and consumer groups. This feedback has enabled HaDSCO to draw upon the expertise of other organisations and develop materials which are useful for the audience.”
Feedback is invited either via the online feedback form, mail@HaDSCO.wa.gov.au or by contacting the communication team on (08) 9323 0607.
New flyers developed
HaDSCO has developed two new flyers. One dedicated to disability service complaints and one pictorial based leaflet for those with English as a second language or difficulty with literacy.
The disability service complaints flyer is dedicated to raising awareness of the Health and Disability Services (Complaints) Act 1995 and part VI of the Disability Services Act 1993, amongst the users and providers of disability services in Western Australia.
The flyer assists individuals to understand the complaint process and provides details regarding what can be complained about, by who and when.
It also acts as an educational tool that highlights to service providers the expectations on them within the Acts and promotes best practice.
The pictorial flyer provides a brief outline of how to raise complaints with service providers, and if that fails how to contact HaDSCO for assistance.
The flyers are available to all free of charge. To request copies of the new leaflet contact HaDSCO on (08) 6551 7600 or mail@HaDSCO.wa.gov.au.
Visit HaDSCO’s website to view the publications and submit feedback. Feedback is invited either via the online feedback form, mail@HaDSCO.wa.gov.au or by contacting the communication team on (08) 6551 7623.
Case study – medical records fees
HaDSCO has noticed a high level of complaints regarding the fees associated with the release of medical records and wish to make readers aware of the regulations within the Privacy Act.
The Office of the Australian Information Commissioner’s website states: “Under the new private sector provisions, an organisation can charge for providing access to medical records. The fees which an organisation can charge for providing access must not be excessive and must not apply to the mere lodgement of a request for access. National Privacy Principle (NPP) 6.4 aims to prevent organisations from using excessive charges to discourage individuals from making requests for access to their medical records.
If an organisation incurs substantial costs in meeting a request for access, then the organisation could charge a reasonable fee to meet the administrative costs involved. For example, an organisation could recover some of the costs of photocopying or of the staff time involved. For more information on charging for access to medical records, see Guidelines on Privacy in the Private Health Sector and, on charging for access generally, see Information Sheet 4.”
Case study:
A medical centre closed with very little notice. A number of patients requested copies of their medical records so they could provide their new doctor with relevant information about their medical history.
Patients were unaware that, although they had a right to the files, medical records are typically owned by the medical practices and a reasonable administration fee could be charged to cover administration costs, in this case $20.
Those who paid the fee continued to have difficulty gaining access to the records. Many were left waiting for their records, and a number of patients needed them urgently.
Concerned patients contact HaDSCO. The Assessment team were able to explain to complainants their rights and worked with the provider in order to establish the location of the records.
Although the patients were still required to pay the administration fee, the cause for the delay in distribution was identified. Once an explanation was provided, the complainants’ concerns were eased. The provider also hired extra staff to assist with administration and the records were soon dispatched.
