Health Privacy and Complaints Policy

Policy Brief and Purpose

This Health Complaints Policy is designed to ensure that the Company responds effectively to individual cases of dissatisfaction. This policy outlines the Company’s approach to managing complaints and ensures that all NDIS clients and associated stakeholders are aware of the steps to take to have their dissatisfaction addressed appropriately.

  1. The Application of due diligence to decision making which supports the taking of calculated risks in pursuit of opportunities; and
  2. Confidence risks are properly managed, commensurate with their level of threat or exposure. The Australian/New Zealand Standard on Risk Management (AS/NZS ISO 31000:2018) sets the basis for best practice risk management process and framework.

Variation

This policy does not form part of any worker’s contract of employment or engagement. The Company may vary, replace, or terminate this policy from time to time.

Scope

  1. This policy applies throughout the Company and all workplaces under the control of the Company.
  2. This policy applies to all existing workers of the Company.
  3. This policy does not replace any legislation and, if any part of it is in conflict, the legislation will take precedence.
  4. This policy applies to all NDIS clients, and all other persons who engage with the Company for clinical support or training and their associated stakeholders.

Definitions

  1. “The Company” is Medecs Learning.
  2. “Worker or workers” means a person or group of people who perform work for the Company or agree with the Company to perform work under the Company’s direction, instruction or request.
  3. “Stakeholders” includes but is not limited to colleagues, managers, contractors, visitors, volunteers, clients, customers and members of the public.
  4. “Authorised Company Representative” is the person or persons within the Company authorised to deal with matters in accordance with this policy.
  5. “Complaint” – Broadly speaking, a health complaint is an expression of dissatisfaction with any clinical support or service either NDIS or otherwise, including how a previous complaint was handled, for which a response or resolution is explicitly or implicitly expected. A person does not necessarily have to expressly state that they wish to make a complaint to have an issue or concern dealt with as a complaint. Regardless of whether it is a big or small issue, if it is treated seriously, it demonstrates to the person that their input is valued to improve the services being delivered.
  6. “Appeal” – a request to review a decision that has previously been made.

Obligations

Medecs Learning is a registered NDIS provider and we acknowledge our lawful obligations under the National Disability Insurance Scheme Act 2013

It is a guiding principle of the National Disability Insurance Scheme Act 2013 (NDIS Act) that people with disability have the same right as other members of Australian society to pursue any grievance.

  • We are bound by privacy legislation and must manage complaints in a way that respects the privacy and confidentiality rights of people making a complaint and participants affected by the issues raised in a complaint.
  • Appropriate support and assistance in contacting the NDIS Commission in relation to a complaint is provided to any person making a complaint, and any affected person with disability.
  • An obligation to give people procedural fairness when dealing with a complaint, as required by the NDIS guidelines
  • Complaints will be referred or notified to any other bodies if required by law. For example, a complaint may raise issues of abuse or neglect requiring reporting to the appropriate state or territory authority as required by law.

Complaints may also be notified to any other body if the complainant requests this, or it is otherwise appropriate to do so.

Procedure

  1. All complaints will be managed efficiently, fairly, and as promptly as possible. The process for handling complaints will:
  2. Be communicated to all NDIS clients, workers, and stakeholders.
  3. Be available in accessible formats upon request.
  4. Recognize that complaints may be made in various forms (e.g., written, verbal, etc.) and ensure appropriate mechanisms are in place to receive and address them.
  5. Outline timeframes for the various stages of the complaints process, ensuring timely resolution.

Complaints are encouraged to be resolved at the source and at the earliest opportunity. A person raising a complaint may do so directly with the person involved or any other authorised person within the Company.

Process

  1. Receipt of the complaint
  2. Initial assessment and assignment to an authorised person for investigation
  3. Investigation of the complaint
  4. Response and resolution
  5. Escalation or Appeal if required
  6. Closure of the complaint

Each step of the process will be documented and maintained in a confidential complaints file. This documentation will include details of the complaint, actions taken for investigation and resolution, and communication with the complainant.

Training and Review

All workers will receive appropriate training on this policy and the complaints process. Regular reviews will be conducted to ensure the effectiveness of this policy and associated procedures.


References

  1. NDIS guidelines
  2. AS/NZS ISO 31000:2018 – Risk Management

Stephen Noone, Director

14/12/2023