Queensland’s independent health watchdog has released the first in a series of special reports about its investigations into healthcare complaints in Queensland.


The Health Quality and Complaints Commission’s (HQCC) Investigating for improvement  special report was tabled in Parliament by Health Minister, Lawrence Springborg.


The report features case summaries of 29 formal investigations finalised between 1 July and 31 December 2011, together with the HQCC’s recommendations and the progress healthcare providers have made in implementing improvements.

 

CEO Cheryl Herbert said the HQCC is sharing the investigation case summaries to maximise the health system’s ability to learn from the experience of patients and healthcare providers when things go wrong.

 

“We investigate widespread, systemic problems that impact on numerous health services as well as health services that have, or could, put patient safety at risk.


“Many of the problems we find in investigating one healthcare provider may be common to other organisations or practitioners.


“We want healthcare providers to use the information in this report to review and improve their own health services.


“It’s our job to identify opportunities for improvement—we don’t lay blame or decide negligence; nor do we prosecute or discipline healthcare providers. We refer concerns about individual practitioners to the relevant registration board for action.


“We aim to drive positive change in healthcare. Our recommendations are based on sound evidence and independent clinical advice. They generally include changes in individual and organisational practice, and specific initiatives to address health service failings,” Adjunct Professor Cheryl Herbert said.


Each year the HQCC receives about 5000 complaints and enquiries from Queenslanders concerned about the safety and quality of health services.


Most complaints are resolved or closed in the early stages of the HQCC’s complaints process, either directly between the healthcare consumer and the provider, or through the HQCC’s informal 30-day early resolution process, or following a thorough assessment to determine whether further action is required. Formal investigation is just one of the options following complaint assessment. The HQCC also conciliates healthcare concerns and refers complaints to other agencies for action.

 

More information is at http://www.hqcc.qld.gov.au.