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Health care complaints and complaint handling in NSW

In accordance with its functions under s 65(1)(b) and s 65(1)(d) of the Health Care Complaints Act 1993, the Joint Parliamentary Committee on the Health Care Complaints Commission is to inquire into health care complaints and complaints handling in NSW with particular reference to matters set out in the Terms of Reference below.

Resolution passed 10 November 2011, Minutes No 5, Item 3. That, pursuant to the functions of the Joint Parliamentary Committee on the Health Care Complaint Commission under s 65(1)(b) and s 65(1)(d) of the Health Care Complaints Act 1993 to report to both Houses of Parliament, with such comments as the Committee thinks fit, on any matter appertaining to the Commission or connected with the exercise of the Commission‘s functions to which, in the opinion of the Committee, the attention of Parliament should be directed, and to report on any change that the Committee considers desirable to the functions, structures and procedures of the Commission the Committee examine the operation of the Health Care Complaints Act 1993, with particular reference to:

a) A comparative analysis of complaints lodged with the Health Care Complaints Commission by regional and metropolitan consumers including the quantity and nature of complaints and consumer satisfaction; and

b) Consumer awareness and understanding of the complaint handling systems and processes available to them both within the hospital system and in relation to external systems.


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