Complaints assessment mental h ealth and addictions
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Complaints Assessment Mental H ealth and Addictions. ADVOCACY CONFERENCE 2013 Deborah O’Flaherty, Complaints Assessment Manager Theo Baker, Deputy Commissioner. OVERVIEW. Statistics Nature of complaints Handling factors Complaints Process Discussion. The Numbers . Complaints Received.

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Complaints Assessment Mental H ealth and Addictions

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Complaints AssessmentMental Health and Addictions

ADVOCACY CONFERENCE 2013

Deborah O’Flaherty, Complaints Assessment Manager

Theo Baker, Deputy Commissioner


OVERVIEW

Statistics

Nature of complaints

Handling factors

Complaints Process

Discussion


The Numbers


Complaints Received


Individual providers – 157

Group providers – 124


Individual Providers


What happened to the 203?


Why do people complain?


What did they complain about?


Handling factors


Handling factors

Support for complaint

Entitlement to information

Length of time

Coronial inquest

District Inspector


Over to Debbie!

Statistics

Nature of complaints

Handling factors

Complaints Process

Example


HDC Complaints Processes


Complaints processes


Investigation


Case Study

Miss A – alcohol dependence and bipolar type 2

Strong suicidal ideation – hospital admission

Poor treatment, poor follow-up on discharge


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