Public complaints (FUNLHN Annual Report 2020-21)

Number of public complaints reported

Data sourced from the Safety Learning System (SLS), an application that enables all SA Health services to record, manage, investigate and analyse patient and worker incidents and consumer feedback. Note: some complaints have multiple classifications.

Complaint categories Sub-categories Number of Complaints 2020-21
Treatment
 Rough / painful treatment
 3
Treatment
 Medication
 5
Treatment
 Infection Control
 1
Treatment
 Inadequate treatment
 25
Treatment
 Coordination of treatment
 4
Privacy / Discrimination
Privacy / confidentiality
 13
Privacy / Discrimination
Inconsiderate service
 2
Privacy / Discrimination
Discrimination
 2
Cost (2)
 Overcharging
 1
Cost (2)
Billing practices
 1
Corporate Services
Catering
 5
Corporate Services
Bedside computers
 1
Corporate Services
Car parking
 4
Corporate Services
Grounds
 5
Corporate Services
Hygiene / environmental standards
 14
Corporate Services
Hotel services (accommodation)
 2
Corporate Services
Administrative services
 6
Communication
Wrong / misleading information
 9
Communication
Inadequate information
 9
Communication
Attitude
 24
Access
Service availability
 7
Access
Refusal to admit or treat
 1
Access
Referral
 3
Access
Discharge or transfer arrangements
 4
Access
Delay in admission or treatment
 12
Access
Attendance
 1
Total complaint categories
164


Additional Metrics

Additional Metrics Total
Number of positive feedback comments
 254
Number of positive feedback comments
158
Total number of feedback comments
  412
% complaints resolved within policy timeframes
 87.3%

Service Improvements

In April 2021, the Flinders and Upper North Local Health Network developed an online Consumer Feedback form. Links to the online form are available on the Flinders and Upper North Local Health Network page on the SA Health website, along with the Flinders and Upper North Local Health Network Facebook page. Since April, there have been ten consumers who provided feedback via the online electronic form.

Since April 2020, the Flinders and Upper North Local Health Network have been documenting significant improvements that have resulted from consumer suggestions and complaints. This is recorded through the Safety Learning System (SLS) and reports provided to Governance Committees. To date 30 improvements have been recorded in SLS such as:

  • Improved administration systems
  • Improved disability access to the Whyalla Hospital including a designated drop off/pick up area at the main entrance
  • Intended increase in disabled car parking at the Port Augusta Hospital to accommodate increasing demand
  • Improved hospital signage
  • Improved patient selection on meal menu template
  • COVID-19 Immunisation Clinic information for consumers shared with local Councils and media
  • Increased Podiatry outreach services to smaller health units
  • Family members able to have lunch with Aged Care Resident family members on special occasions
  • Improved community waiting area in the Day Surgery Unit at the Whyalla Hospital
  • Information available for consumers from qualified Stoma Nurses
  • Removal of anti-graffiti film from windows of Whyalla Hospital to improve patient view
  • Telephones to be installed into Port Augusta Hospital patient rooms
  • SA Pathology car park lines to be re-sprayed at the Port Augusta Hospital

The Flinders and Upper North Local Health Network have also developed an action plan to address the areas requiring improvement from the South Australian Consumer Experience Surveillance System (SACESS) Measuring Consumer Experience (MCE) Surveys. The Flinders and Upper North Local Health Network Leadership Committee have oversight of this action plan and the Partnering with Consumers Committee Consumer representatives have the opportunity to make suggested improvements.

Compliance Statement

Flinders and Upper North Local Health Network is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector — Yes

Flinders and Upper North Local Health Network has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees — Yes