Queensland University of Technology

CRICOS No. 000213J

Health Complaints Commissions in Australia: Time for a National Approach to Data Collection

Merrilyn Walton, University of SydneyJennifer Merry-Smith, University of SydneyJudith Healy, Australian National UniversityFiona McDonald, Queensland University of Technology

(2012) 11:1 Australian Journal of Public Affairs 1-18

CRICOS No. 000213Ja university for the worldrealR

Are Australian health complaints commissions an effective tool to improve health services?

Project

CRICOS No. 000213Ja university for the worldrealR

CRICOS No. 000213Ja university for the worldrealR

Health system reform

Focus: increased accountability

- Mandatory accreditation- National standards- National framework for health professional

regulation

CRICOS No. 000213Ja university for the worldrealR

Health Complaints Commissions

• ‘Public watchdog’ – accountability• Empower patients• Dispute resolution• Accessible• Independent• Window on quality

CRICOS No. 000213Ja university for the worldrealR

Data collection sub-project

• Is the data collected by health complaints commissions in Australia comparable so that conclusions can be drawn about complaints management and the safety and quality of health services in Australia?

CRICOS No. 000213Ja university for the worldrealR

Methods

Comparison of statistics from Health Complaints Commission annual reports:

2005-2006

2009-2010

CRICOS No. 000213Ja university for the worldrealR

Results

• Comparisons possible only for the most basic data

• Considerable variability in data presented

CRICOS No. 000213Ja university for the worldrealR

Results

• Jurisdiction of commissions vary• Definitions vary• Classifications vary

CRICOS No. 000213Ja university for the worldrealR

Complaints data 2009-2010

• NSW & QLD record procedural steps• Vic & Tas record outcomes for complainants• NT, ACT, SA, WA no data reported

Data only comparable on 4 out of 18 data items

CRICOS No. 000213Ja university for the worldrealR

Conclusion

• Data collected does not allow us to nationally

- benchmark complaints

- make definitive comparisons

- establish best practice

A standardised data set needs to be developed by the Commissions

CRICOS No. 000213Ja university for the worldrealR

Acknowledgements