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Study of people lodging complaints with the Victorian Health Services Commissioner

In 2012, the Health Services Commissioner commissioned a study which was the first of its type in Australia, entitled a Study of people lodging complaints with the Victorian Health Services Commissioner (‘the Study’). The purpose of the Study was to understand the perceptions and experiences of people who lodge a complaint with the Office of the Health Services Commissioner. The Study’s findings were reflected in the review of the Health Services (Conciliation and Review) Act 1987 undertaken during 2012 by an Expert Panel appointed by the Minister for Health, the Hon. David Davis MLC. This ultimately led to the introduction of new health complaints legislation into Parliament on 2 September 2014, the Healthcare Quality Commissioner Bill 2014.

The Office is making changes in response to the Study which will contribute to achieving a number of our key Strategic Plan goals and are likely to result in:

  • improved user experience for all parties
  • increased level of satisfaction with the complaints management outcome and process
  • reduction in the time taken to resolve complaints
  • streamlined internal and external referral/transfers
  • greater staff satisfaction.

View the final report of the Study and the Commissioner’s response to it - Response to the Study of people lodging complaints with the Victoiran Health Services Commissioner.

Communiqué from Health Complaints Commissioners

  HCC Communique November 2013

Office of the Health Services Commissioner 2013-2015 Strategic Plan

I am pleased to release the Office of the Health Services Commissioner 2013-2015 Strategic Plan.  The two year timeframe is an acknowledgement of the dynamic environment in which the Office is working.  This document will help the organisation remain focused on its core business while taking into account the major pieces of work being undertaken such as the review of the Health Services (Conciliation and Review) Act 1987, implementation of a new database and collocation with the Office of the Mental Health Complaints Commissioner.

Each of the priority areas is an important aspect of our work and will help us become a more responsive, customer focused organisation. 

Dr Grant Davies
Acting Health Services Commissioner

  Office of the Health Services Commissioner 2013-2015 Strategic Plan

The Victorian Court of Appeal Judgment against Noel Campbell (Operation Smile (Australia) Inc) – May 2012

  The Victorian Court of Appeal Judgment against Noel Campbell 

Noel Campbell Inquiry Report - July 2008

Adobe PDF icon Noel Campbell Inquiry Report – Sections 1–2 (713kb, pdf)
Adobe PDF icon Noel Campbell Inquiry Report – Section 3–4 (381kb, pdf)
Adobe PDF icon Noel Campbell Inquiry Report – Section 5–6 (441kb, pdf)
Adobe PDF icon Noel Campbell Inquiry Report – Section 7–8 (714kb, pdf)
Adobe PDF icon Noel Campbell Inquiry Report – Sections 9–10 (365kb, pdf)
Adobe PDF icon Noel Campbell Inquiry Report – Attachment 1 (1,398kb, pdf)
Adobe PDF icon Noel Campbell Inquiry Report – Attachment 2 (1,697kb, pdf)

Brochures

Health Records Act - Right of Access

Health Records Act Brochure - Health Privacy it's my business

Multi-lingual Patient Information Pamphlets

Primary Care Partnerships - Consumer Privacy Information Brochure in Community Languages (external link)

Information sheets

Information sheet for complainants

Conciliation

Information sheet for providers

Access

Information to private health service providers for handling a request for access or correction under the Health Records Act 2001 (Victoria)

Information to private non-health service providers for handling a request for access or correction under the Health Records Act 2001 (Victoria)

Freedom of Information

Circular to Agencies regarding Amendments made to the Freedom of Information Act by the Health Records Act - June 2004

Health Privacy

Health Records Act FAQ

Health Records Act Information Sheets

Adobe PDF icon Privacy Impact Assessment Guide, Edition 2, May 2009 (PDF, 258Kb)

MS word icon Supporting documents:   Privacy Impact Assessment Report template (MS Word, 256Kb)

Adobe PDF icon Accompanying Guide to the template (PDF, 177Kb)

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Aboriginal Liaison Officer Pamphlet

Adobe PDF icon Aboriginal Liason Officer Pamphlet (58kb, pdf)

Privacy laws protect our communities

Adobe PDF icon Privacy laws protect our communities - Poster (166kb, pdf)

Adobe PDF icon Privacy laws protect our communities - Brochure (238kb, pdf)

Adobe PDF icon Privacy laws protect our communities - Postcard (138kb, pdf)

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Last updated: 8 September, 2014
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