Modernising Victoria’s health complaints arrangements

21 June 2012

Submissions are being called for a review that aims to modernise the way health complaints are resolved by the Health Services Commissioner.

The review aims to ensure Victoria has a complaints process that is more responsive to people’s needs and that enables improvements in health services.

Minister for Health David Davis has launched a discussion paper for the Review of the Health Services (Conciliation and Review) Act.

“We need to modernise our approach to the management of health service complaints to have a smooth, swift and cost-effective health complaints system,” Mr Davis said.

“The role of the Health Services Commissioner, who is responsible for receiving and resolving complaints from people who use health services, was established 25 years ago.

“Since then, the health system in Victoria has undergone significant growth and change,” Mr Davis said.

The review aims to ensure Victoria has a best practice model for health complaints resolution and that timely use of complaints information leads to better quality and safety outcomes for health service users.

The review is being overseen by an expert review panel led by Russell Kennedy and law firm principal Michael Gorton and includes representatives of health service providers, health service users and clinical experts.

Discussion paper

For a copy of the discussion paper and details on how to submit your response, visit Health Services (Conciliation and Review) Act, email hscrareview@health.vic.gov.au, or phone 03 9096 0263.

The closing date for submissions is Friday 3 August 2012.