Australian Commission on Safety and Quality in Health Care

Assignment Task 

Introduction

This assessment item focuses on complaints management with a systems approach to safety and quality. Patients and familes often raise safety and quality concerns, and health service managers must respond in a professional, compassionate and respectful manner, that meets the needs of the patient and families, and contributes to improving the safety and quality of the service. This task will provide students an opportunity apply their knowledge regarding complaints handling, consumer engagement, incident management, and a systems approach to safety.

The Task

You are the general manager of Greenview Hospital, a small health service facility in a rural town. Your administrative assistant has just drawn your attention to a letter of complaint which arrived four weeks ago, whilst she was on annual leave. The person relieving her has date-stamped the letter and left it for your assistant to attend to on her return, as she did not know what to do with it. As Greenview Hospital is a small facility, you are the sole staff member responsible for managing complaints there is no Patient Safety Manager or Clinical Governance unit, and therefore all processes involved in complaints management are your responsibility.

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