Health complaint commissions in Australia : time for a national approach to data collection

Walton, Merrilyn, Merry-Smith, Jennifer, Healy , Judith, & McDonald, Fiona (2012) Health complaint commissions in Australia : time for a national approach to data collection. Australian Review of Public Affairs, 11(1), pp. 1-18.

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Health complaint statistics are important for identifying problems and bringing about improvements to health care provided by health service providers and to the wider health care system. This paper overviews complaints handling by the eight Australian state and territory health complaint entities, based on an analysis of data from their annual reports. The analysis shows considerable variation between jurisdictions in the ways complaint data are defined, collected and recorded. Complaints from the public are an important accountability mechanism and open a window on service quality. The lack of a national approach leads to fragmentation of complaint data and a lost opportunity to use national data to assist policy development and identify the main areas causing consumers to complain. We need a national approach to complaints data collection in order to better respond to patients’ concerns.

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ID Code: 54658
Item Type: Journal Article
Refereed: Yes
Keywords: Health complaints commissions, Data collection , Complaints management, National legislative framework , Safety and quality
ISSN: 1832-1526
Subjects: Australian and New Zealand Standard Research Classification > STUDIES IN HUMAN SOCIETY (160000) > POLICY AND ADMINISTRATION (160500) > Health Policy (160508)
Australian and New Zealand Standard Research Classification > LAW AND LEGAL STUDIES (180000) > OTHER LAW AND LEGAL STUDIES (189900) > Law and Legal Studies not elsewhere classified (189999)
Divisions: Current > QUT Faculties and Divisions > Faculty of Law
Current > Research Centres > Australian Centre for Health Law Research
Current > Schools > School of Law
Deposited On: 07 Nov 2012 22:16
Last Modified: 12 Feb 2015 00:54

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