❓ A parliamentary question seeks detailed information on complaints management within the Drug and Alcohol Office, including categories, nature, and investigation status of complaints received since September 2008. The response provides a breakdown of complaints by category and confirms no current investigations by the Corruption and Crime Commission.
AnsweredQoN 1303Legislative Council
QuestionView source ↗
For each Department and Agency within the Minister’s portfolios, -
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the Corruption and Crime Commission?
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the Corruption and Crime Commission?
AnswerView source ↗
Answered
10 November 2009
Responded by
Parliamentary Secretary representing the Minister for Mental Health
Response time
20 days
Drug & Alcohol Office
(1) Yes.
(2) 33 complaints have been received since 23 September 2008.
(3) The categories of complaints received by the Drug and Alcohol Office are as follows:
Access
Communication
Decision Making
Quality of Clinical Care
Costs
Rights, Respect and Dignity
Corporate Services
(4) The nature of complaints in each category are as follows:
Access - Refers to availability of services in terms of location, waiting times and other constraints that limit the service.
Communication - Refers to the quality and quantity of information provided about treatment risks and outcomes.
Decision Making - Refers to the consultation with the patient/client in the decision making process.
Quality of Clinical Care - Refers to assessment, planning, implementation, and evaluation of clinical care by any health professional.
Costs - Refers to issues about costs and fee structures.
Rights, Respect and Dignity - Refers to the patient's/client's legislated human and health care rights.
Corporate Services - Corporate issues resulting in complaint.
(5) Each category has the following number of complaints listed:
Access - 8
Communication - 0
Decision Making - 4
Quality of Clinical Care - 17
Costs - 1
Rights, Respect and Dignity - 1
Corporate Services - 2
(6) There are no complaints in any of these categories under investigation by the Corruption and Crime Commission.
Note: The above answer is for the Drug and Alcohol Office only.
The Mental Health Division and mental health services in Area Health Services form part of the Department of Health and of hospitals boards which are in the Minister for Health's portfolio. As a consequence, information concerning the Mental Health Division and mental health services is included in the answer provided in respect of the Department of Health as a whole by the Minister for Health.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
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(1) Yes.
(2) 33 complaints have been received since 23 September 2008.
(3) The categories of complaints received by the Drug and Alcohol Office are as follows:
Access
Communication
Decision Making
Quality of Clinical Care
Costs
Rights, Respect and Dignity
Corporate Services
(4) The nature of complaints in each category are as follows:
Access - Refers to availability of services in terms of location, waiting times and other constraints that limit the service.
Communication - Refers to the quality and quantity of information provided about treatment risks and outcomes.
Decision Making - Refers to the consultation with the patient/client in the decision making process.
Quality of Clinical Care - Refers to assessment, planning, implementation, and evaluation of clinical care by any health professional.
Costs - Refers to issues about costs and fee structures.
Rights, Respect and Dignity - Refers to the patient's/client's legislated human and health care rights.
Corporate Services - Corporate issues resulting in complaint.
(5) Each category has the following number of complaints listed:
Access - 8
Communication - 0
Decision Making - 4
Quality of Clinical Care - 17
Costs - 1
Rights, Respect and Dignity - 1
Corporate Services - 2
(6) There are no complaints in any of these categories under investigation by the Corruption and Crime Commission.
Note: The above answer is for the Drug and Alcohol Office only.
The Mental Health Division and mental health services in Area Health Services form part of the Department of Health and of hospitals boards which are in the Minister for Health's portfolio. As a consequence, information concerning the Mental Health Division and mental health services is included in the answer provided in respect of the Department of Health as a whole by the Minister for Health.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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