Health Corporate Network

Complaints Management Process

Health Corporate Networks commitment to our customers

To work together towards achieving a mutually suitable complaints resolution.

Complaints management procedure

Health Corporate Networks complaints management procedure defines how we will respond to your complaint. We will take responsibility and acknowledge your complaint within five working days. We aim to resolve your concerns within 30 days however if this is not possible we will keep you informed of our progress and how long we expect it will take to resolve your complaint. All complaints are recorded and reported to help us to continuously improve the services we provide to our customers.

What is a complaint?
A complaint is an expression of dissatisfaction by, or on behalf of, an individual regarding any aspect of a service provided by Health Corporate Network.

How can a complaint be made

To clearly define issues and expectations a complaint need to be made in writing using the Health Corporate Network complaint form, by letter or by email. Complaint forms can be downloaded from the Health Corporate Network website at http://www.healthcorporatenetwork.health.wa.gov.au or mailed to you if requested by contacting Health Corporate Network on 6444 5000. Complaints should be forwarded to: Email: Fax: Mail: HCN@health.wa.gov.au 6444 5012 Health Corporate Network Business Support Unit PO Box 8545 Perth Business Centre WA 6849
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Principles
Our complaints management process is based on the principles of respect, fairness and accessibility.

Respect You are entitled to: complain when you are not satisfied with our service have your complaint taken seriously be treated with courtesy and respect. You are required to: treat our staff with courtesy and respect give a full and accurate explanation of events as quickly as possible after the event keep appointments and meetings about the complaint, and if it is not possible, let the relevant person know.

Fairness A fair process means that: both parties involved are entitled to be listened to and have their views taken into account the person being complained about must know all the claims that are made against them and have the opportunity to put their case all information relevant to the case must be taken into account the decision-maker must be fair and unbiased.

Accessibility An accessible process provides: information outlining the complaints management process in plain English a variety of ways of accessing the complaints form

Process
We are committed to resolving your complaint as soon as practicable, in the best interest of all parties, ideally within 30 working days. . Within 5 working days of receiving your complaint We will: acknowledge your complaint commence an investigation inform you of the anticipated timeframes involved and the name of the person assigned to address your concern In the event of delays beyond 30 days we will provide you with progress updates of the investigation at 15 working day intervals. Following the completion of the process you may be contacted directly to seek feedback on the complaints management process.

Taking a complaint further

If you are dissatisfied with the outcome of your complaint, or how it has been handled, you may request further investigation by contacting the State Ombudsman on (08) 9220 7555 or Country Freecall 1800 117 000. Should you not be satisfied with the outcome of a patient related complaint please contact the Office of Health Review for further advice on (08) 9323 0600 or Country Freecall: 1800 813 583