Department for Health and Wellbeing Annual Report 2019-20
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Department for Health and Wellbeing Annual Report 2019-20
The information provided below is comprised of all SA Health complaints received, inclusive of LHNs and SAAS. In 2019-20, the number of SA Health complaints reported in the Safety Learning System (SLS) Consumer Feedback module was 6,963. The table below shows the number of complaints received for each category of complaint.
|Complaint categories||Sub-categories||Example||Number of complaints|
|Professional behaviour||Staff attitude||Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency||955|
|Professional behaviour||Staff competency||Failure to action service request; poorly informed decisions; incorrect or incomplete service provided||109|
|Professional behaviour||Staff knowledge||Lack of service specific knowledge; incomplete or out-of-date knowledge||0|
|Communication||Communication quality||Inadequate, delayed or absent communication with customer||614|
|Communication||Confidentiality||Customer’s confidentiality or privacy not respected; information shared incorrectly
|Service delivery||Systems/technology||System offline; inaccessible to customer; incorrect result/information provided; poor system design||218|
|Service delivery||Access to services||Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities||225|
|Service delivery||Process||Processing error; incorrect process used; delay in processing application; process not customer responsive
|Policy||Policy application||Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given||0|
|Policy||Policy content||Policy content difficult to understand; policy unreasonable or disadvantages customer||0|
|Service quality||Information||Information difficult to understand, hard to find or difficult to use; not plain English||14|
|Service quality||Access to information||Information difficult to understand, hard to find or difficult to use; not plain English
|Service quality||Timelines||Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met||1,219|
|Service quality||Safety||Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness||238|
|Service quality||Service responsiveness||Service design doesn’t meet customer needs; poor service fit with customer expectations||606|
|No case to answer||No case to answer||Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate||0|
|Treatment||Coordination of treatment; diagnosis; inadequate treatment; medication||1,739|
|Costs||Billing practices; subsidies; information on costs||283|
|Administration||Administration Services; Lost property||168|
|Un-coded and not available||Un-coded complaints||325|
Notes: Information in this table is sourced from the SLS. SLS classifications are based on the Australian Charter of Healthcare Rights and mapped to the South Australian Health and Community Services Complaints Commissioner (HCSCC) Charter of Rights. This information has been mapped as closely as possible to report against these categories specified by the Department of the Premier and Cabinet.
|Number of positive feedback comments
|Number of negative feedback comments||6,963|
|Total number of all feedback comments||14,295|
|% complaints resolved within policy timeframes
Data for previous years is available at: https://data.sa.gov.au/data/dataset/department-for-health-and-wellbeing.
Further information is available in the SA Health Patient Safety Report and SA Health Patient Safety Report for Consumers and the Community which is available on the Safety and Quality website at www.sahealth.sa.gov.au/safetyandquality on the Safety and Quality Reports page.
SA Health encourages patients, consumers, families, carers and community to provide feedback.
Feedback provides an opportunity for health services to observe the quality of health care from the perspective of patients, consumers, families, carers and the community. It also assists in directing improvement in the quality of those services.
Consumers can provide feedback and express their concerns, complaints or compliments in person with the relevant health care service, via telephone, in writing, via the health service website or with the Consumer Advisor. Issues that cannot be resolved at the health care service may be forwarded to the Health and Community Services Complaints Commissioner (HCSCC).
Many service improvements have been implemented across the LHNs and SAAS in responding to consumer feedback and complaints within this period. Examples include:
The LHN and SAAS Annual Reports can be consulted for any further detail reported specifically for their agency.
The SLS Consumer Feedback module records all consumer feedback, including complaints, compliments, advice and suggestions. In 2019-20 significant work was undertaken to review the system. Consultation was undertaken with all health care sites, and enhancements made to the SLS include:
In 2019-20 work continued with the Statewide Consumer Feedback and Complaints Management Program Board (the Program Board) on the development of a statewide Consumer, Carer and Community Feedback and Complaints Management Strategic Framework (the Framework). The Program Board was established with membership from the Health Consumers Alliance SA (HCASA), HCSCC, SA Health, OCP, LHNs, SAAS and consumers.
The Framework outlines the responsibilities for SA Health to strengthen and improve safety and quality improvement through consumer, carer and community feedback and complaints management. It identifies the importance of consumer, carer and community feedback, supports SA Health to meet national, state and legislative responsibilities and demonstrates transparency and accountability to the public.
Feedback on the Framework was received from SA Health staff and a significant number of consumers and carers, including the Mental Health Commissioner, Health Performance Council and Commissioner for Children and Young Persons. The Program Board is in the final stages of the consultation process with implementation of the Framework due in late 2020.