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Lack of service specific knowledge; incomplete or out-of-date knowledge |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