WA Health Complaint Management Policy - No Longer Applicable - Superseded by MP 0130/20 - 3 February 2020

Applicable to: WA Health Staff

Description: All health services must manage complaints lodged by health care consumers (including patients, carers, family) according to the guidelines set out in the WA Health Complaint Management Policy.

WA Health Complaint Management Policy

A complaints management process is an important strategy for engaging with health consumers and carers and is fundamental to the delivery of quality health care.  An effective and efficient complaints management process enables providers to resolve disputes, obtain feedback from consumers and carers and provide strategies for health service improvement. 

Key changes for the fifth edition of the WA Health Complaint Management Policy and Toolkit relate to the implementation of an enterprise complaints management system – the Datix Consumer Feedback Module.

All health services must manage complaints lodged by health care consumers (including patients, carers and family) according to the process set out in the Policy.

This Policy applies to all public health service providers in WA. The Policy does not apply to private health service providers except where this involves the management of complaints lodged by, or on behalf of, public patients treated at the health service.

This Policy refers to complaints lodged by a consumer of a public health service in WA, or their carer. It does not include complaints lodged by staff or contractors, unless the complaint is made on behalf of the consumer.

FURTHER INFORMATION

All enquiries about the Complaint Management Policy should be directed to the Patient Safety Surveillance Unit via email or on (08) 9222 2154.


Professor Bryant Stokes
A/DIRECTOR GENERAL
DEPARTMENT OF HEALTH WA

Date of effect: 09 December 2014 to 03 February 2020

Policy Framework

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