advocacy conference 2013 deborah o’flaherty, complaints assessment manager theo baker, deputy...

ADVOCACY CONFERENCE 2013

D E B O R A H O ’ F L A H E R T Y, C O M P L A I N T S A S S E S S M E N T M A N A G E RT H E O B A K E R , D E P U T Y C O M M I S S I O N E R

Complaints AssessmentMental Health and Addictions

OVERVIEW

StatisticsNature of complaintsHandling factorsComplaints ProcessDiscussion

The Numbers

Complaints Received

YEAR Complaints Received

TOTAL Mental Health & Addiction

s

%

2012 – 2013 1619 203 13

2011 – 2012 1564 172 11

2010 – 2011 1405 139 10

Individual providers – 157Group providers – 124

SERVICE TYPEAssessment for third party 32

Counselling/therapy 22

Inpatient mental health services 49

Mental health services 161

Multiple 7

Non health or disability service 3

Other 2

Other disability services 1

Paediatric 1

Physician care 2Prison health 3

Individual Providers

Occupation Number

Psychiatrist 59

Psychologist 48

Nurse 18

Counsellor 14

Psychotherapist 6

GP 4

Physician 3

Social worker 2

Other 5

TOTAL 157

What happened to the 203?

Outcome Number

Advocacy 13

Breach 1

District Inspector 19

Nursing Council/Psych Board/Medical Council 15

OJ 12

Provider 7

Withdrawn 11

Section 38 66

Section 38 with follow-up 10

Referred to MOH, Privacy or other 4

Resolved by parties 1

TOTAL 159

Why do people complain?

What did they complain about?Complaint Key word Number of times

featured

Inadequate treatment/care/discharge 36

Attitude/manner 32

Prescribing /administering meds 20

Diagnosis 18

Co-ordination of treatment 17

Report for third party 11

Communication with family 10

Incorrect treatment 8

Special needs not accommodated 7

ACC issues 6

Consent 6

Assault 6

Sexual misconduct 5

Handling factors

Handling factors

Support for complaintEntitlement to informationLength of timeCoronial inquestDistrict Inspector

Over to Debbie!

StatisticsNature of complaintsHandling factorsComplaints ProcessExample

HDC Complaints Processes

Complaint received

Assessment

Refer to Advocacy

Refer to provider

Refer to registration authority

Get more information

Complaints processes

More information received

No further action

NFA but follow-up

Clinical advice

Investigate

Investigation

Investigate

Breach of Code

Recommendations

Refer to Director of Proceedings

NFA

NFA with follow-up

Case Study

Miss A – alcohol dependence and bipolar type 2

Strong suicidal ideation – hospital admissionPoor treatment, poor follow-up on discharge