❓ Mr Kirkup asked the Minister for Health about complaints received by the Health and Disability Services Complaints Office regarding palliative care services since 2017. The Minister provided a breakdown of the nature of complaints, the type of facility involved, and the outcomes, while withholding specific facility names due to confidentiality.
AnsweredQoN 5349Legislative Assembly
QuestionView source ↗
Since 2017, has the Health and Disability Services Complaints Office received any complaints in relation to palliative care services and if so: (a) What was the nature of each complaint; (b) Where relevant, what was the hospital or facility relating to each complaint; and (c) How was the complaint resolved?
AnswerView source ↗
Answered
17 September 2019
Responded by
Minister for Health
Response time
11 days
I am advised:
Yes.
(a) The nature of the complaints can be categorised as set out in the table below.
Nature of Complaints
Complaints about treatment, and communication & information
Complaints about treatment
Complaint about communication & information, medical records, and Carers Charter
Complaint about medication, and communication & information
Complaint about Carers Charter and consent
Complaint about communication & information
Complaint about Carers Charter, and communication & information
Complaint about access, Carers Charter, and treatment
(b)
Public metropolitan hospital
4
Private metropolitan hospital
3
Public country hospital
3
Private country hospital
1
Other care providers
2
Specific hospitals and facilities in respect of which complaints the subject of (a) were made is not provided, as identifying each hospital or facility would disclose information that is protected by the statutory obligation of confidence in section 71 of the Health and Disability Services (Complaints) Act 1995.
(c) Outcomes for the complaints identified in the answer to (a) were:
Outcome of complaints
Number of complaints
Complaint which does not proceed beyond enquiry
6
Rejected
2
Closed and referred to provider
1
Withdrawn
1
Not suitable to be dealt with under Division 3 of the Health and Disability Services (Complaints) Act 1995, and no further action taken
1
Director received no recommendation from conciliation
1
Complaint still in process
1
Yes.
(a) The nature of the complaints can be categorised as set out in the table below.
Nature of Complaints
Complaints about treatment, and communication & information
Complaints about treatment
Complaint about communication & information, medical records, and Carers Charter
Complaint about medication, and communication & information
Complaint about Carers Charter and consent
Complaint about communication & information
Complaint about Carers Charter, and communication & information
Complaint about access, Carers Charter, and treatment
(b)
Public metropolitan hospital
4
Private metropolitan hospital
3
Public country hospital
3
Private country hospital
1
Other care providers
2
Specific hospitals and facilities in respect of which complaints the subject of (a) were made is not provided, as identifying each hospital or facility would disclose information that is protected by the statutory obligation of confidence in section 71 of the Health and Disability Services (Complaints) Act 1995.
(c) Outcomes for the complaints identified in the answer to (a) were:
Outcome of complaints
Number of complaints
Complaint which does not proceed beyond enquiry
6
Rejected
2
Closed and referred to provider
1
Withdrawn
1
Not suitable to be dealt with under Division 3 of the Health and Disability Services (Complaints) Act 1995, and no further action taken
1
Director received no recommendation from conciliation
1
Complaint still in process
1
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