Annual Report 2019-20: Public complaints

Num­ber of pub­lic com­plaints reported

Back to the 2020 Annu­al Report

Pub­lic complaints

The CEIH has been includ­ed in the whole of SA Health response in the DHW Annu­al Report 2019 – 20, which can be accessed on the SA Health web­site at: https://​www​.sahealth​.sa​.gov​.au

Num­ber of pub­lic com­plaints reported

Com­plaint categories

Sub-cat­e­gories

Exam­ple

Num­ber of Complaints

2019 – 20

Pro­fes­sion­al behaviour

Staff atti­tude

Fail­ure to demon­strate val­ues such as empa­thy, respect, fair­ness, cour­tesy, extra mile; cul­tur­al competency

0

Pro­fes­sion­al behaviour

Staff com­pe­ten­cy

Fail­ure to action ser­vice request; poor­ly informed deci­sions; incor­rect or incom­plete ser­vice provided

0

Pro­fes­sion­al behaviour

Staff knowl­edge

Lack of ser­vice spe­cif­ic knowl­edge; incom­plete or out-of-date knowledge

0

Com­mu­ni­ca­tion

Com­mu­ni­ca­tion quality

Inad­e­quate, delayed or absent com­mu­ni­ca­tion with customer

0

Com­mu­ni­ca­tion

Con­fi­den­tial­i­ty

Customer’s con­fi­den­tial­i­ty or pri­va­cy not respect­ed; infor­ma­tion shared incorrectly

0

Ser­vice delivery

Systems/​tech­nol­o­gy

Sys­tem offline; inac­ces­si­ble to cus­tomer; incor­rect result/​information pro­vid­ed; poor sys­tem design

0

Ser­vice delivery

Access to services

Ser­vice dif­fi­cult to find; loca­tion poor; facilities/​envi­ron­ment poor stan­dard; not acces­si­ble to cus­tomers with disabilities

0

Ser­vice delivery

Process

Pro­cess­ing error; incor­rect process used; delay in pro­cess­ing appli­ca­tion; process not cus­tomer responsive

0

Pol­i­cy

Pol­i­cy application

Incor­rect pol­i­cy inter­pre­ta­tion; incor­rect pol­i­cy applied; con­flict­ing pol­i­cy advice given

0

Pol­i­cy

Pol­i­cy content

Pol­i­cy con­tent dif­fi­cult to under­stand; pol­i­cy unrea­son­able or dis­ad­van­tages customer

0

Ser­vice quality

Infor­ma­tion

Incor­rect, incom­plete, out dat­ed or inad­e­quate infor­ma­tion; not fit for purpose

0

Ser­vice quality

Access to information

Infor­ma­tion dif­fi­cult to under­stand, hard to find or dif­fi­cult to use; not plain English

0

Ser­vice quality

Time­li­ness

Lack of staff punc­tu­al­i­ty; exces­sive wait­ing times (out­side of ser­vice stan­dard); time­lines not met

0

Ser­vice quality

Safe­ty

Main­te­nance; per­son­al or fam­i­ly safe­ty; duty of care not shown; poor secu­ri­ty service/​premises; poor cleanliness

0

Ser­vice quality

Ser­vice responsiveness

Ser­vice design doesn’t meet cus­tomer needs; poor ser­vice fit with cus­tomer expectations

0

No case to answer

No case to answer

Third par­ty; cus­tomer mis­un­der­stand­ing; redi­rect­ed to anoth­er agency; insuf­fi­cient infor­ma­tion to investigate

0

Total

0

Data for pre­vi­ous years are not avail­able as the CEIH was estab­lished on 6 Jan­u­ary 2020

Ser­vice improve­ments result­ing from com­plaints or con­sumer sug­ges­tions over 2019 – 20

Nil