Media release – Health Complaints Commissioner Richard Connock, 28 November 2024
UNDER-RESOURCED AND UNPREPARED – INTRODUCTION OF CODE COVERING UNREGISTERED HEALTH PRACTITIONERS “PUTS TASMANIANS’ SAFETY AT RISK”
Concerns have again been raised by the Health Complaints Commissioner Richard Connock about his office’s capacity to administer complaints about unregistered health practitioners, putting the safety of many Tasmanians at risk.
Mr Connock said the Code of Conduct for Unregistered Health Practitioners (the Code), which is yet to be implemented in Tasmania, would put his Office’s already stretched resources under increased pressure to manage what would likely be a significant increase in complaints.
“As previously reported in annual reports by this Office, the Tasmanian legislation to implement the Code had passed through Parliament but has still not yet been proclaimed,” Mr Connock wrote in the Office of the Health Complaints Commissioner Tasmania Annual Report 2023-24, which was tabled in Parliament today.
“The Health Complaints Act 1995 has been amended to reference the Code and regulations setting out its terms have been drafted, but these are yet to be finalised.
“However, I understand that the State Government is planning to implement the Code as soon as possible – which would put enormous strain on our resources and systems.”
Mr Connock said interstate jurisdictions have implemented the Code and are regulating this sector to ensure public safety in access to services provided by unregistered health service providers.
“As previously reported, it is not possible to say how many complaints this Office will receive relating to possible breaches of the Code, but the trend interstate indicates that the number of complaints will be high,” he said.
“I have referenced in previous annual reports that any introduction of further complaints to this Office will be an added strain on existing resourcing, which will not be sufficient to manage the increase in complaints.
“I also have raised concerns about the need for extensive modifications to our case management system to accommodate workflows related to the administration of the Code.
“I remain concerned that, without additional resources and funding, we will not be able to perform this new function adequately.”
Mr Connock also raised concerns about the Department of Health’s Statewide Complaints Management Oversight Unit (SCMOU), which was created as a result of recommendations in the Commission of Inquiry into the Tasmanian Government’s Responses to Child Sexual Abuse to provide oversight and governance for monitoring and managing complaints across the entire Department.
“My Office now refers all complaint enquiries related to the Department to SCMOU, with which we are striving to build a strong working relationship to ensure timely and effective complaint handling,” he said.
“However, we have seen an increase in delays to requests for information and responses from the Department. In some cases, we are waiting over 300 days for responses, despite following up regularly.”
Mr Connock noted that the Department was working towards improving SCMOU’s limitations, including high workloads and limited resourcing.
“However, the results of the first year of the implementation of SCMOU have not provided a timely and efficient complaint handling process,” he said, “which has resulted in delays to my Office’s complaint closures.
“My Office will continue to liaise with SCMOU to ensure timely resolution and decisions for complainants.”
Media release – Cecily Rosol MP, Greens Health Spokesperson, 28 November 2024
Liberals must improve funding for Health Complaints Commissioner
The Greens echo the concerns of Health Complaints Commissioner Richard Connock that his office’s underfunding is putting Tasmanians’ safety at risk.
The Health Complaints Commissioner’s office is stretched with its current workload. If the office is to properly implement the Code of Conduct for Unregistered Health Practitioners and deal with the likely increase in complaints, it needs additional funding.
It’s concerning that the Commissioner has been waiting over 300 days for responses to complaints referred to the recently established Department of Health’s Statewide Complaints Management Unit. This unit clearly isn’t providing the timely and efficient complaint handling process that was recommended by the Commission of Inquiry.
The office of the Health Complaints Commissioner is designed to keep Tasmanians safe and ensure they have quality treatment and healthcare. The Liberal Government needs to stop its chronic underfunding of this vital office so it can function effectively.
