We conduct investigations for the most serious complaints and complaints about wider issues that may affect the quality of health services provided in Tasmania.
What can be investigated?
The Health Complaints Commissioner may investigate:
- matters referred to the Commissioner by Tasmania’s Health Minister
- complaints that the Commissioner has decided warrant investigation
- issues arising from a complaint that are a matter of public interest, or where there is a significant risk to public safety or where the issues relate to the practises of a health service provider
- matters on the Commissioner’s own initiative, based on intelligence they receive.
Investigation process
Notification of investigation
Investigations assess the allegations and gather relevant information. They make findings and recommendations about what action, if any, should be taken. Parties are told about the Commissioner’s intention to investigate the matters raised in the complaint. Investigations are controlled by the Commissioner. This is different to conciliation which encourages the parties to develop their own solutions.
Gathering information and evidence
During an investigation, the Health Complaints Commissioner obtains information from the health service provider and, where relevant, from the person making the complaint. This can include:
- clinical records
- policies, procedures, standards and guidelines from the health service provider
- statements from relevant people
- reports or clinical advice
- interviews
- entering premises to search for or seize evidence relevant to the investigation.
The information and evidence are assessed to inform the Commissioner’s findings and any recommendations the Commissioner may make.
Conclusion of the investigation
At the end of an investigation, the Commissioner prepares a report. It outlines the allegations, describes the evidence collected and sets out the Commissioner’s findings and recommendations.
The person who made the complaint and the health service provider are given an opportunity to comment on the findings and recommendations.
Once finalised, the Commissioner will monitor and follow up any recommendations made to the health service provider to ensure they are implemented.