| eHealthNT |
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| eHealthNT implementation is a joint initiative of the Australian Government's Department of Health and Ageing and the Northern Territory Government's Department of Health and Community Services |
SEHR Complaint Mechanism
eHealthNT Shared Electronic Health Record has a complaints policy and procedure and is committed to promptly investigating all complaints and concerns. Copies of the policy and complaint lodgement forms are available at the eHealthNT office.
Policy Statement
The management and staff responsible for the implementation of the eHealthNT Shared Electronic Health Record are committed to the prompt and courteous handling of complaints and grievances regarding the implementation of the eHealthNT Shared Electronic Health Record.
Complaints and grievances regarding the implementation of the eHealthNT Shared Electronic Health Record will be given serious consideration. Appropriate investigation will be undertaken, appropriate remedial action will be initiated and followed through, and all aspects of the complaint and complaints process will be documented.
The eHealthNT Shared Electronic Health Record encourages participants, and their representatives, to approach their local health care provider or the eHealthNT Office or staff directly, with any concerns. However, it is acknowledged that participants have a right to take their complaint to other external bodies, such as the to the NT Information Commissioner and / or the Northern Territory Health Complaints Commission, the Human Rights and Equal Opportunity Commission and the Office of the Federal Privacy Commissioner.
Complaints and grievances will be handled with regard to the principles of equity and natural justice.
Purpose
The eHealthNT Shared Electronic Health Record provides a mechanism for the resolution of complaints and grievances against the service. The Policy aims to facilitate quick, local solutions involving a minimum number of people. It emphasizes positive outcomes and focuses on resolutions that will support a rapid re-establishment of good working relationships, and improved communication and services.
Scope
The eHealthNT Shared Electronic Health Record Complaints Policy applies to those people who are involved in the service including:
- Consumer participants and their representatives;
- Health service provider participants.
Complaints may relate to concerns or grievances about the eHealthNT Shared Electronic Health Record arrangements, the actions of staff, and/or the eHealthNT Shared Electronic Health Record policies and procedures. Such concerns may include:
- Quantity and quality of services or information provided by the eHealthNT Shared Electronic Health Record;
- Privacy of information;
- Time taken to respond to requests for information or service.
A complainant may use an advocate to act on his or her behalf, and / or an interpreter, to assist in resolving the complaint.
This Policy is not concerned with complaints about occupational health and safety, nor does it override other rights of staff.
Complaints Register
The eHealthNT Shared Electronic Health Record Director is responsible for providing regular reports to the eHealthNT Implementation Steering Committee and the eHealthNT Shared electronic Health Record Consumer Advisory Group on the nature of complaints received, and how they are being addressed. The eHealthNT Shared electronic Health Record Director will maintain a complaints register, to include:
- the source of the complaint;
- who dealt with the complaint;
- the nature of the complaint;
- action taken to resolve the complaint; and
- complainant satisfaction with that action.
The eHealthNT Shared electronic Health Record Director is also responsible for advising the complainant about the outcome of the eHealthNT Shared electronic Health Record investigation of the complaint.
Timeframes
In the normal course of events, eHealthNT Shared electronic Health Record aims to resolve complaints within 10 working days of lodgement. If for any reason this is not possible, the eHealthNT Shared electronic Health Record Director will advise the complainant and keep them informed of progress.
Procedures
A complaint may be lodged verbally or in writing, with any member of the eHealthNT Shared Electronic Health Record Implementation Team.
Details of the complaint will be recorded, and the complaint will be referred to the eHealthNT Shared Electronic Health Record Director for action. The eHealthNT Shared Electronic Health Record Director may seek further information, and may meet with the complainant and their advocate, and other relevant parties, to discuss the details of the complaint and to seek a reasonable and fair resolution. The eHealthNT Shared Electronic Health Record Director will advise all parties, in writing, of the outcome of this process.
f the eHealthNT Shared electronic Health Record Director is unable to resolve the issue, or if the complaint relates to the eHealthNT Shared electronic Health Director, the issue will be referred to the eHealthNT Director. The eHealthNT Director may seek further information, and may meet with the complainant and their advocate, and other relevant parties, to discuss the complaint and to seek a reasonable and fair resolution. The eHealthNT Shared electronic Health Record Director or the eHealthNT Director will advise all parties of the outcome of this process in writing.
If the eHealthNT Director is unable to satisfactorily resolve the complaint, the Director may, with the complainant's agreement, refer the complaint to an external body (agreeable to both parties) for investigation.
- If a participant's complaint refers to the treatment they have received as part of the eHealthNT Shared Electronic Health Record or a possible breach of the privacy of their information, the complaint may be referred to the NT Information Commissioner and / or Northern Territory Health Complaints Commission or the Office of the Federal Privacy Commissioner;
- If a complaint refers to a potential breach of human rights the complaint may be referred to the Human Rights and Equal Opportunity Commission;
If a complaint mainly concerns issues about the way that information has been used or disclosed as part of the eHealthNT Shared electronic Health Record, participants should be given a copy of the audit trail relating to their eHealth NT Shared electronic Health Record.
eHealthNT Shared electronic Health Record participants or their representatives may independently lodge a complaint directly with the NT Information Commissioner, the Northern Territory Health Complaints Commission, the Office of the Federal Privacy Commissioner or the Human Rights and Equal Opportunity Commissioner at any stage of the eHealthNT Shared electronic Health Record complaints process.
Note: De-identified information about the complaint will be tabled at eHealthNT Shared electronic Health Record Consumer Advisory Committee, Implementation Management Group and Implementation Steering Committee meetings and be collected as part of the evaluation of the eHealthNT Shared electronic Health Record to ensure that such concerns are considered in any assessment of the eHealthNT Shared electronic Health Record.
Important Contact Details
eHealthNT Shared electronic Health Record Director:
PO Box 637
Katherine NT 0851
Ph: (08) 89738622
Fax: (08) 89717401
NT Information Commissioner
GPO Box 3750
Darwin NT 0801
Ph: (08) 8999 1500
Fax: (08) 89813812
NT Health and Community Services Complaints Commission:
12 Floor, NT House
22 Mitchell Street
DARWIN NT 0800
GPO Box 1344 Darwin NT 0801
Toll-free ph: 1800 806 380
Ph: (08) 8999 1969
Fax: (08) 8999 1828
Email: hcscc.omb@nt.gov.au
