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Page contents: A study of people lodging complaints with our office | Brochures

A study of people lodging complaints with our office

We commissioned a study in 2012 the first of its type in Australia - 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 then Minister for Health, David Davis. 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 also making its own changes in response to the study aimed at helping us to:

  • improve user experience for all parties
  • increase levels of satisfaction with the complaints management outcome and process
  • reduce in the time taken to resolve complaints
  • streamline internal and external referral/transfers
  • increase levels of staff satisfaction.

You can now view the final report of the study and the Commissioner’s response to it.

Brochures

Health Records Act - Right of Access

Multi-lingual Patient Information Pamphlets

Information sheet for complainants

Conciliation

Information sheet for providers

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)

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Last updated: 12 April, 2016
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