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Negligence and Standards of Care » Dispute Resolution

Guidelines and Policies

NSW Health ‘Complaint Management’ Guidelines and Policy
Guideline – Complaint Management Guidelines
Policy Directive – Complaint Management Policy

Legislation

Health Care Complaints Act 1993 NSW
Establishes the health care complaints commission.

Health Practitioner Regulation National Law Act 2009 NSW
The creation of the National Registration Scheme in Australia and the functioning of this scheme in NSW. Sets up the National Agency, National Boards who will create guidelines, standards and codes for the profession and conducts hearings regarding professional performance of registered practitioners.

Toolkits and Protocols

Complaints and Outcomes: Conduct, Health and Performance Cth
Australian Health Practitioner Regulation Agency
Outlines the situations in which medical professionals or members of the public can APHRA regarding a medical practitioner. Also provides an overview of the complaints process and outcomes of decisions.

Health Care Complaints Commission Case Studies [PDF]    NSW
HCCC
Provides case studies where complaints have been made to the HCCC regarding care and the views of the HCCC on each case study. Covers continuity of care, consumer focused care, aboriginal health care, open disclosure, mental health and disciplinary cases.

Health Care Complaints Commission: Info on Complaints NSW
HCCC
Provides information on the complaints process.

Professional Conduct – A Case Book of Disciplinary Decisions Relating to Professional Conduct Matters NSW
Nurses and Midwives Board
The book explained the protective jurisdiction of the Nurses and Midwives Act 1991 (NSW) as it was prior to National Registration on July 1 and how a complaint was dealt with from its inception to completion, to assist the reader to understand the way in which the disciplinary processes are carried out.

Cases

Decisions of the NSW Medical Council NSW
Medical Council NSW
Decisions of the Medical Tribunal, Professional Standards Committee and relevant court decisions.

Complaints Bodies

Australian Health Practitioner Regulation Agency All
The organisation responsible for the registration and accreditional of 10 health professions in Australia. The organisation manages investigations into the professional conduct, performance or health of registered health practitioners (except in NSW)  and supports the national boards in the development of registration standards and codes and guidelines.

Health Care Complaints Commission NSW
NSW Government
The Commission receives and assess complaints relating to health service providers in NSW, resolves or assist in the resolution of complaints, investigates serious complaints that raise questions of public health and safety, prosecutes serious complaints.

Health Professional Councils Authority NSW
Administrative body that supports the 10 health profession Councils to perform their regulatory and legislative functions under the National Registration and Accreditation Scheme.

Medical Council of NSW NSW
Independent
Receives and Assesses complaints against Doctors and medical students in conjunction with the HCCC.

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