The Department of Health (DoH) have consulted on a revised version of the WA Complaints Management Policy. They prepared a number of documents as part of their review. While some of the documents are long, and seem to be written for a staff audience, at HCC we believe this consultation is an important opportunity to provide feedback to the Department and the system about the experience of consumers, carers and their families when making a complaint about health services. We undertook a survey and have collated this feedback.
- Draft Complaints Management Policy v1.02 – main draft policy – this is mandatory for WA Health services
- Draft Complaints Management Guideline v1.02 – supporting document to expand on how the implementation of the policy – non-mandatory
- Draft Complaints Management Toolkit v0.02 – supporting document including suggested templates for letters and forms – non-mandatory
- Complaints management consultation paper v0.4 – this is an overview of the consultation process with more explanation about each document.