HCA encourages consumers to use the various complaint processes available to have their concerns, views and grievances addressed by the health service provider.
We believe consumer complaint processes can be a positive means of championing systemic change and better healthcare delivery for us all.
The first place to begin is locally, expressing a concern with the health service where the care was received. If the complaint is resolved here, this is often the most satisfactory experience for consumers and their loved ones.
If the issue is not adequately resolved, consumers have a right to pursue resolution of their complaint through their independent, state-based health care complaints authority, such as the Health & Community Services Complaints Commissioner (HCSCC) is an independent, impartial and confidential free service that assists people, service users, carers and service providers – with complaints about health or community services in South Australia. This includes government, private and non-government health and community services.
To find out more, see HCSCC for info on how to complain
A complaint can be directed to Ombudsman SA (covers HCSCC or public health units only). For futher information http://www.ombudsman.sa.gov.au/complaints/
There is also a national body which receives complaints (called ‘notifications’), which is the Australian Health Practitioner Regulation Agency (AHPRA). Notifications can be made to AHPRA only concerning a registered health professional on issues of unprofessional conduct, health impairment or professional performance.
The most appropriate organisation will depend on the nature of your complaint and what you hope to get from your complaint. For example, if you are looking for an explanation about what happened, or an apology or compensation, the Office of the Health Services Commissioner deals with such matters.
AHPRA deals with serious issues of unprofessional conduct or performance. If you are in doubt, the best way is to discuss this with staff from the Office of Health Services Commissioner.
HPC are an independent body which reviews South Australia’s health system—across public, private and community sectors and from prevention, to primary care and hospital care.
They look at patterns, causes and effects of:
- the determinants of health, or the factors that influence people's health
- health outcomes, including South Australians' health conditions, function and wellbeing
- health system and workforce performance, such as effectiveness, accessibility and competence; and
- the health system’s engagement with communities and individuals.
They are in regular contact with the Minister, the health system and organisations representing consumers and clinicians as we complete case studies which contribute to the review. We release case studies when they’re ready; you can see our progress and our findings and advice so far.
To find out more about the Health Performance Council click here.