Agenda

CONFERENCE DAY ONE
Monday 28 November 2011

Day One | Day Two

8:30 Registration and coffee

9:00 Opening remarks from the Chair
Mary Durkin, Health Services Commissioner, ACT Human Rights Commission

9:10 A Good Day at the Office

• What a good day at the office looks like when you work with complaints
• Aged Care Complaints - How they are handled and the changes ahead
• Some reflections on what has been learned running a frontline complaints service, and now as an office of review

Rae Lamb, Aged Care Commissioner

9:50 Complaints - Threat or Opportunity?

Many people think of complaints as an affront to their professionalism, an imposition on their time and a distraction from their real work. This presentation will explore:

• The pitfalls of failing to take complaints seriously
• The benefits of thinking about complaints as an opportunity
• The advantages to be gained from using them to improve quality in service provision and enhance patient relationships

Mary Durkin, Health Services Commissioner, ACT Human Rights Commission

10:30 Morning Tea
 

11:00 "I Feel Like They Fobbed Me Off": Health Complaints, Conciliation and Quality Improvement

• How health complaints are handled by Victoria's Health Services Commissioner
• Conciliation as an alternative to litigation
• The relationship of Health Complaints Entities to AHPRA
• The unregistered health provider

Beth Wilson, Health Services Commissioner, Victoria

11:40 Case Study: Managing Complaints Effectively when a Person Resides in a Residential Care Home

> Creating a home where complaints are viewed as good
> Creating an environment of active listening
> Understanding who is making the complaint
> Creating that win-win situation "it's not about who's right and who's wrong"
> When to say sorry
> Creating and driving a professional communication within a home-like environment

Kerri Rivett, Executive Director Aged Care Services, Mercy Health

12.20 Lunch

1:20 National Registration and Accreditation Scheme – AHPRA and National Boards Working Together to Protect the Public

• A new National Law and National Scheme
• AHPRA and National Board roles and responsibilities
• What a regulatory body is and what it can do
• Conduct, health or performance notifications – a tailored approach
• The challenge of national consistency

Martin Fletcher, Chief Executive Officer, Australian Health Practitioner Regulation Agency

2:00 From the Inside - What do Complaints made by People in Prison tell us?

• What do people in prison complain about?
• What rights do people in prison have to health care services?
• What is the generally accepted standard of health care in prison health services?
• What are the lessons for improving prison health services?

Leena Sudano, Health and Community Services Complaints Commissioner, South Australia

2:40 Afternoon Tea

3:00 Consistent Principles, Evolving Systems: Lessons and Experiences in Complaint Management in a Newly - Integrated, Cross-Border Health Service

• Maintaining continuity for service users whilst combining quite different cultures and systems
• Working with NSW HCCC and Victorian HSC
• Understanding and meeting needs of a new Board, Executive, Quality team and Community Advisory Committee
• Some satisfying successes and some spectacular failures
• What is working well and what further evolution is planned

Andrew Brown, Director of Quality and Clinical Governance, Albury Wodonga Health
 

3:40 PANEL DISCUSSION - Led by Health Quality and Complaints Commission
End-to-End Complaint Management: Reviewing and Improving Healthcare in Queensland

The panel will follow the management of a health service complaint from receipt to finalisation. The discussion will include how the Commission receives complaints, assesses complaints for seriousness, and conciliates complaints and how it formally investigates more serious and systematic matters. The presentation will use a hypothetical scenario to demonstrate the organisation's analysis of complaints and how other data can be used to improve healthcare quality

Peter Johnstone, Executive Manager, Complaint Services
Leah Milburn-Walker, Manager, Assessment
Bryan Paton, Manager, Investigations
John Bradney, Principal Conciliator
Rose Bovey, Manager, Quality Improvement

4:50 Closing remarks from Chair

5:00 IIR invites all speakers and delegates to an informal networking drinks reception
 

CONFERENCE DAY TWO
Tuesday 29 November 2011

Day One | Day Two

8:30 Morning coffee

9:00 Opening remarks from Chair
Peter Johnstone, Executive Manager, Complaint Services, Health Quality and Complaints Commission

9:10 Listening to Consumers: Why do Patients (or their Relatives) Complain about Care?

This presentation sets out the principal concerns expressed by 119 patients and family members about care that goes wrong. Important concerns include disorganised care, inappropriate or ineffective communication, lack of care continuity, and perceived carelessness (or recklessness). Consumers expect their complaints about care to translate into disclosure of the reasons for the problem or failure, and improvement of relevant aspects of clinical practice. Absence of incident disclosure and practice improvement can constitute an incident in itself, and therefore give rise to additional complaints. The presentation includes footage from video-ed interviews.

Rick Iedema, Professor and Director of the Centre for Health Communication, University of Technology Sydney
 

9:50 CASE STUDY: The Role of Patient Complaints in Clinical/Administrative Practice Change

> An overview of the practical changes made at Princess Alexandra Hospital to assist with improved complaints management
> How patient complaint data is used by executives, clinicians, educators, and researchers
> Discussion of 3 or 4 case studies that have been managed over the past year or so

John Charles (Charlie) Grugan, Assistant Director of Nursing, Clinical Governance Unit, Princess Alexandra Hospital

10:30 Morning Tea

11:00 Un-Social Media: Managing the New Frontier of Consumer Feedback

• Why social media has to be understood and monitored for consumer feedback
• Examples of how hospitals and agencies are using social media
• Managing negative complaints in social media: when and how to step in
• How organisations have handled social networking gaffes and criticism
• Evaluating the effects of social media comments

Sue Driscoll, CEO, Health Communications

11:40 Anatomy of a Disciplinary Complaint

• How complaints may be made
• How are complaints dealt with by AHPRA and a National Board
• What happens in a disciplinary hearing
• How is a complaint resolved or a hearing determined
• A new approach to dealing with complaints?

Andrew Forbes, Partner, DLA Piper

12:20 Lunch

1:30 The Tightrope - Tensions in Services Managing Conflict Respectfully and Professionally when Consumers with a Mental Incapacity are Involved

• Definition of Mental Incapacity and the Principles of the SA Guardianship and Administration Act 1993
• Areas of tension - The balancing act
• Lessons from consumer feedback for mental health services in managing the tensions associated with the most complex cases
• How this leads to the improvement of the safety and quality of the provision of mental health services

Arthur Moutakis, Consumer Adviser, Adelaide Metro Mental Health Directorate - SA Health

2:10 Consumer Feedback Management - Achieving Service Improvement

• Consumer Feedback Management
• Risk Assessment
• Service Line Engagement
• Corrective Actions
• Implementation

Alison Love, Acting Assistant Nursing Director, Patient Liaison
Service, Medical Services, Royal Brisbane and Women's Hospital

2.50 Closing remarks from Chair

3.00 Close of conference

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