HaDSCO Connect: October 2012
HaDSCO Annual Report
HaDSCO’s 2011-12 Annual Report was tabled in Parliament on 27 September by the Minister for Health. The principal function of the report is to provide a detailed and factual representation of HaDSCO’s activities and financial performance during 2011-12 to Parliament, the Minister for Health and the public.
2011-12 was a rewarding year for HaDSCO, with strong achievement in the face of resourcing challenges and a changing operating environment. As outlined in the report, the agency strived to enhance service effectiveness and efficiency, and capitalised on opportunities for improved stakeholder engagement.
“At the beginning of the financial year, we set ourselves a number of targets in terms of our output and efficiency of service delivery,” said Anne Donaldson, Director of HaDSCO, in her Executive Summary. “I am pleased to report that we achieved the majority of our goals as outlined further in this report.”
HaDSCO closed 2776 complaints in 2011-12, a 10.3 per cent increase from the previous reporting period. This growing trend supports the importance of the agency’s function in providing a free and impartial complaints service to the Western Australian community.
HaDSCO continues to make an important contribution to the improvement of health and disability services through recommendations made during the complaints resolution process. During 2011-12, the agency made 64 recommendations for service improvements that were agreed upon by health or disability service providers.
HaDSCO’s Annual Report 2011-12 is available and can be viewed online as a whole document or individual sections.
HaDSCO-AHPRA referral process
The Health Practitioner Regulation National Law (WA) 2010 enabled the creation of uniform standards for each registered health professional. The Australian Health Practitioner Regulation Agency (AHPRA) is the agency responsible for administering this law and regulating registered health practitioners. This law has a direct impact on the HaDSCO complaints resolution process, as illustrated in the diagram below.
HaDSCO’s complaints resolution process
HaDSCO is required to notify AHPRA of any complaint received involving a named registered health practitioner. AHPRA has the power to investigate complaints about registered health practitioners and take disciplinary action, where appropriate.
AHPRA must notify HaDSCO of complaints received involving issues that fall within HaDSCO’s jurisdiction. For example, HaDSCO’s legislation enables investigation of systemic issues that extend beyond the named registered health practitioner in the complaint. The aim of this referral process is to ensure that complaints involving registered health practitioners are managed by the most appropriate agency.
With the increasing number of complaints received by HaDSCO, the agency has reviewed and improved its referral process with AHPRA. This was to ensure that liaison between the two agencies was streamlined and the exchange of information was swift and effective.
HaDSCO has continued to enhance its relationship with AHPRA to ensure the interaction is one of cooperation and timeliness. HaDSCO and AHPRA meet on a monthly basis to exchange and discuss notifications, decide which body will deal with the matter and review pending matters.
Earlier this year, the agency addressed an AHPRA workshop of local and national managers and explained the role of HaDSCO and its liaison with AHPRA. During 2012-13, a key focus for HaDSCO will be to continue this educative role by addressing a number of the Boards and Committees that are governed by AHPRA.
WA Health Conference
HaDSCO is pleased to be participating in the 2012 WA Health Conference to be held from 15-16 November at the Perth Convention and Exhibition Centre.
The conference, organised by the Department of Health, is a major event in the Western Australian health industry calendar. It offers the opportunity to examine key health issues, network and share the expertise of industry leaders.
Themed ‘Partnerships in Health’, the conference will have an impressive array of keynote speakers addressing a wide range of health related topics, including the neuroscience of conflict and collaboration and how to manage partnerships with consumers and community groups.
HaDSCO staff will host an exhibition booth at the conference and will be available to provide information to attendees about the agency’s services.
For more information, please visit the conference website.
Mental Health Week
‘Celebrate, Connect, Grow’ was the inspiring theme for this year’s Mental Health Week celebrations that took place between 7 and 14 October.
In conjunction with the celebrations, The West Australian newspaper published a special Mental Health Week lift-out on 1 October. As a key stakeholder in mental health in Western Australia, HaDSCO took up the opportunity to advertise in this lift-out in order to raise awareness of the agency and inform the public about the services available to them.
HaDSCO brochures were included in the Mental Health Week promotional packs prepared by the WA Association of Mental Health (WAAMH) for distribution during the various events.
HaDSCO staff supported various activities, such as the ‘Turn Blue 4 A Day’ celebrations to promote mental health on 10 October, World Mental Health Day. Staff wore blue on the day and attended the balloon release ceremony in the Murray Street Mall.
In line with HaDSCO’s increased focus on mental health, the agency is continually looking into appropriate methods to reach people living with mental health difficulties, including their families and carers.
Case study
The complainants’ adult son with a history of mental illness was admitted to a hospital’s Emergency Department when he experienced psychotic episodes. The complainants felt they had not been given assurance, support or information on the services available to them as carers. They requested specific outcomes to address the issues encountered.
Following HaDSCO’s conciliation meeting with the complainants and the hospital, all outcomes requested by the complainants were met as outlined below:
- Carer posters are now displayed in waiting areas and ‘Prepare to Care’ information packs are available and accessible to patients and carers.
- Education and training programs on the role of carers, the Carers Recognition Act 2004 and Carers Charter have been introduced and attended by all Emergency Department staff.
- Psychiatric nurses and social workers within the Emergency Department provide support to patients and carers, and supply information for community services.
- Carers’ details are now recorded in patient records, enabling them to be identified.
This case study demonstrates how recommendations made during HaDSCO’s complaints resolution process contribute to the improvement of health service delivery, benefiting the Western Australian community.
