Territory Stories

A guide to complaints resolution



A guide to complaints resolution


Health and Community Services Complaints Commission annual report; Reports; PublicationNT




Made available via the Publications (Legal Deposit) Act 2004 (NT).




Northern Territory. Health and Community Services Complaints Commission -- Periodicals; Health facilities -- Northern Territory -- Complaints against -- Periodicals; Patient advocacy -- Northern Territory -- Periodicals

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Health and Community Services Complaints Commission

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A Guide to Complaints Resolution 11 Kirsten wants to complain about Jane, a nurse in her health clinic. Kirsten is angry because she needed to see a nurse during the night. When she rang the clinic, Jane said she could wait until the next day. Maxie, the nurse manager, takes the complaint from Kirsten. She speaks to Jane to let her know about the complaint, and nominates one other nurse to act as a support person for her. Jane and the other nurse are instructed not to discuss the complaint with other staff at the clinic. Complaints Policy Checklist The policy provides that: Personal information gathered during the complaints resolution process is confidential Only staff directly involved in a complaint know the specific details of the complaint Information is shared on a need-to-know basis and wherever possible, with the consent of the service user making the complaint Only relevant information is gathered for the purpose of addressing and resolving the complaint. Complaints Procedures Checklist The procedures detail: Processes to ensure confidentiality of complaint information Mechanisms to reduce the potential for inadvertent disclosure Records of complaints are separated from other service user records Processes to ensure that only relevant complaint information is considered when assessing complaints That complaints reported in Annual Reports or other public reports are deidentified.