ComplaintHandlingGuidelines

MyeHealthRecord

FormoreinformationonMyeHealthRecordvisitortelephone1800247430

V2

Introduction

eHealthNTandParticipatingHealthcareProvidershavearesponsibilitytoprovidefortheresolutionofcomplaintsaboutservicesprovided.ThisGuidelineoutlinesthestepstoaddresslegitimateconcernsreceivedfromConsumersandParticipatingHealthcareProvidersaboutMyeHealthRecord.

Legislationandrelateddocuments

ThisGuidelinehasbeendevelopedinaccordance with the eHealthNTPolicy-‘ComplaintHandling’,inconjunctionwith thefollowing:

  • HealthandCommunity ServicesComplaintsAct1998
  • PrivacyAct1988(Cth)
  • InformationAct
  • HealthCareAgreement2003-2008
  • DepartmentofHealthComplaintManagementPolicy–External
  • DepartmentofHealthComplaintManagementPolicy–Internal
  • WesternAustralianHealthComplaintManagementPolicy
  • SouthAustralianHealth ComplaintManagementPolicy
  • MyeHealthRecord Policy – ‘ComplaintHandling’

Who canusethisGuideline

ThosepeoplewhoareparticipatinginMy eHealthRecordcanusethisGuidelineincluding:

  • Consumers
  • ParticipatingHealthcareProvidersand thestaffemployedbythem
  • eHealthNTmanagementandstaff

Typesof complaints

Complaintsmayrelate to concernsaboutMyeHealthRecord,theactionsofmanagersandstaffofeHealthNT,andParticipatingHealthcareProviders,policiesandproceduresandmaybeabout:

  • quantityandquality ofservices;
  • healthinformationstoredin theconsumer’sMyeHealthRecord;
  • privacy ofpersonalinformationincludinghealthinformation;and
  • timetakentorespondtorequestsforinformationorservice.

ThisGuidelineisnotconcernedwithcomplaintsaboutoccupationalhealthandsafety,nordoesitoverrideother rights ofstaff.

Management of complaints

A.Themanagementofa complaintat the pointofserviceisencouraged;howeverthecomplainantmayrequestthat thematterbedealtwithawayfromthe servicearea.

B.A complaintmaybelodgedinperson,bya personactingasanadvocate,or throughaninterpreter byphone,letterorelectronically to theeHealthNTofficeora ParticipatingHealthcareProvider. Thecomplaintisthenreferred tothesenior manager oftheorganisationforhandlingunless the complaintrelatestothatsenior managerinwhichcasethematter isreferred totheDirector,MyeHealthRecord,eHealthNTforaction.

C.Ifthesenior manageroftheorganisation handling thecomplaintcannotresolvethematter tothesatisfactionofallparties, thematter isreferredtothe Director,MyeHealthRecord,eHealthNTforaction.

The relevant senior manager of the organisation or the Director, My eHealth Record,eHealthNT:

D.mayseekfurther informationfromthepartiesinvolved,includingmeetingwiththecomplainantandtheir advocateorinterpreter,andother relevantpartiestoseekafairresolution.Thismayincluderequestingpermission fromtheconsumer toaccesscertaininformationheldintheirrecordinMyeHealthRecord;

E.isunable toresolve the complaint tothe satisfactionofallparties,andthecomplaintisaboutabreach ofprivacy,the senior manager orthe Director mayseekfurtheradvicefrom the DoHInformationandPrivacyUnit.

F.willadviseallpartiesoftheoutcomeof the complaintinwriting.Thiswillcontainreferenceto other options(morethanoneoptionmaybeavailable)forthecomplainant,shouldtheynotbesatisfiedwith the original response. Theprotocolsformanagementofthe complaintineachorganisation willapply.

i.Ifthe complaintisabout a breach ofprivacy thatoccurredat a DoHservice,thecomplainantmaycontact theNTInformationCommissioner.

ii.Ifthebreach ofprivacy occurredat a Non-GovernmentOrganisationorprivateHealthcareProviderthecomplainantmaycontact theOffice oftheInformationCommissioner

iii.Ifthebreach ofprivacy occurredat aWAHealthServiceinWestern Australia,the complainantmaycontactThe HealthandDisability ServicesComplaintsOffice.

iv.Ifthe complaintisaboutthetreatment aconsumer received, the complainant maycontact thecommunity servicescomplaintscommissionin the relevantStateor Territory

v.Ifthe complaintisabout a potentialbreach ofhumanrights, the complainantmaycontacttheHumanRightsandEqualOpportunityCommission.

Contactdetailsareavailableonthebackpage.

G.Noreferenceismadetothe lodgementofa complaintin a consumer’srecordinMyeHealthRecord.

H.A complainantisabletorequest a copy of the audittrailrelating to access oftheir recordinMyeHealthRecordatanytimebefore,duringorafteracomplainthas beenlodged.

I.DetailsofthecomplaintwillberecordedontheMyeHealthRecordComplaintsRegistermaintainedbytheDirector,MyeHealthRecord,eHealthNT.

J.TheDirector,MyeHealthRecord,eHealthNTisresponsiblefor reportingcomplaintinformation(non-identifyingonly)totheAdvancingSharedElectronicHealthRecord toPersonallyControlledElectronicHealthRecordProjectBoard.

K.TheDirector,MyeHealthRecord,eHealthNTisresponsiblefor reportingthe followinginformation(non-identifyingonly)inaccordancewith the ‘ReportingRequirements’intheDoH -‘ComplaintHandlingPolicy’asfollows:

i.Non-identifyinginformationabout thematter isenteredintothe DoHComplaintsDatabase.

NB:Inaccordancewiththe‘ReportingRequirements’,theQualityImprovementandComplaintsCoordinationUnit(DoH)isresponsiblefordisseminatingnon-identifyinginformationcollectedinthe‘Complaints/OutcomesDatabase’tothefollowing:

ii.DoHQuarterly ExecutiveReport;

iii.DoHAnnualReport;and

iv.NTHealthandCommunity ServicesComplaintsCommissioner.

eHealthNTservices
Director,MyeHealthRecord,eHealthNT
InformationServicesDivisionDepartmentofHealth
POBox40596
CasuarinaNT0811
Ph:(08)89992847
Fax:(08)89992600
FreeCall:HealthProfessionalHotline1800247430
FreeCall:ConsumerHotline1800619411
Web:
NorthernTerritoryComplaintBodies
InformationPrivacyUnit
LegalServices
DepartmentofHealthandCommunityServicesPOBox40596
CasuarinaNT0811
Ph:(08)89227049
Fax:(08)89227272 / NTHealthandCommunityServicesComplaintsCommission
GPOBox1344
DarwinNT0801
Ph:(08)89991969
Fax:(08)89991828
Tollfree:1800806380
Email:
NTInformationCommissioner
GPOBox3750
DarwinNT0801
Ph:(08)89991500
Fax:(08)89813812
WesternAustraliaComplaintBodies / SouthAustraliaComplaintBodies
TheHealthandDisabilityServicesComplaintsOffice(HaDSCO)
GPOBoxb61PerthWA6838
Ph:(08)93230600
Fax:(08)892213675
Email:b: / HealthCommunityServicesComplaintsCommissioner
POBox199
RundleMallSA5000
Ph:(08)82268666
Fax:(08)82262620
Web:
NationalComplaintBodies
OfficeoftheInformationCommissioner
GPOBox5218
SydneyNSW2001
Hotline:1300363992
Email:
Web: / HumanRightsEqualOpportunityCommission
GPOBox5218
SydneyNSW2001
Ph:(02)92849600
Fax:(02)92849611
Tollfree:1800620241
Hotline:1300363992
Email:
Web: