HCSCC Charter alignment

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HCSCC Charter alignment
Victorian Government Department of Health Mental Health Complaints Review Project The project findings and recommendations note that HCSCC Charter
1. ACCESS Right to access health community services
Key performance indicators for complaints management exist in only 51 of services audited. No obvious and clear processes for complaints investigation and resolution. The complaints materials that are available generally did not explain the whole process for complaints management... The role of senior executives and boards of directors is consistently identified as crucial to improving cultural and practice change in complaints management. No mental health service had ongoing regular complaints training for staff over and above standard induction. 2. SAFETY Right to be safe and free from abuse
Key performance indicators for complaints management exist in only 51 of services audited. No obvious and clear processes for complaints investigation and resolution. The complaints materials that are available generally did not explain the whole process for complaints management... The role of senior executives and boards of directors is consistently identified as crucial to improving cultural and practice change in complaints management. No mental health service had ongoing regular complaints training for staff over and above standard induction. 3. QUALITY Right to quality service
Consumers/carers believe that some staff disregard the complaint or complainant by being discouraging and dismissive. 4. RESPECT Right to be treated with respect
Inpatient residential settings constituted 47 of audited programs with an inadequate display of complaints materials. Complaints materials are not very visible. Empathy and good communication by staff are factors that directly affect the quality of the complaints experience. Consumer/carer participation engagement in the development, implementation review of the proposed framework Direct consumer/carer input into complaints policy development implementation is associated with good practice. 5. INFORMATION Right to be informed
Inpatient residential settings constituted 47 of audited programs with an inadequate display of complaints materials. Complaints materials are not very visible. Empathy and good communication by staff are factors that directly affect the quality of the complaints experience. Consumer/carer participation engagement in the development, implementation review of the proposed framework Direct consumer/carer input into complaints policy development implementation is associated with good practice. 6. PARTICIPATION Right to actively participate
7. PRIVACY Right to privacy and confidentiality
Less than half the audited programs had adequately publicised complaints processes. Informal or verbal complaints are not always captured and tracked. Consumers and carers believe that complaining will put them at risk of retribution by some staff. A general lack of confidence that mental health services will be impartial when investigating complaints about staff. Services do not consistently abide by their own complaints policies re visibility, timeliness adequacy of responses. Consumers and carers feel significantly unsupported by services when making a complaints. A more unified mechanism for handling complaints between services appeal bodies would assist complainants. 8. COMMENT Right to comment and /or complain