Committee on the Health Care Complaints Commission

Debate resumed from 29 October 2008.

Reverend the Hon. FRED NILE [2.34 p.m.]: In commencing my remarks on the Committee on Health Care Complaints Commission report No. 2/54, "Review of the 2006-07 Annual Report of the Health Care Complaints Commission", including its transcripts of proceedings, written responses to questions and minutes I outlined to the House that the work of the commission had improved. There had been a need for improvement in its activities and responses to complaints. I noted that during 2006-07 the Health Care Complaints Commission received 2,722 written complaints, of which 2,710 were finalised assessments. The commission has implemented a redesigned assessment process and has finalised its staffing establishment for assessments. A positive indication is the fact that 83.7 per cent of complaints were addressed in the statutory time frame of 60 days. Further, the average time for assessment had fallen from 61 days to 39 days, which was a significant improvement. The report noted an increase in the number of complaints assessed as suitable for alternative dispute resolution.

Assessments are a very important part of the commission's work, but the most important is investigations. Out of those assessments 307 complaints were referred for investigation and 381 investigations were completed. The average time for investigations fell from 353 days to 318 days. I believe that the average time is still far too long and more efforts must be made to reduce the time of investigations. Obviously, resolution cannot take place until the investigation is completed. I note that nearly 70 per cent of investigations were completed in 12 months. That was another positive result by the commission.

The commission also is involved in legal issues. There were 112 complaints against individual health practitioners that were referred for investigation to the Director of Proceedings and 97 matters were finalised by the legal division. This is another area where prompt responses to complaints about health practitioners are required. In recent times there seems to have been delays and sometimes multiple complaints are received with no action being taken. We do not want to see that happen again in New South Wales. I am pleased to support this report of the Committee on the Health Care Complaints Commission and look forward to further improvements in the commission's activities.

The Hon. HELEN WESTWOOD [2.38 p.m.], in reply: I thank Reverend the Hon. Fred Nile for his contribution to this debate. I concur with some of his comments. The committee has seen improvement in the performance of the Health Care Complaints Commission, but we agree that there is room for continued improvement. The committee will continue to play the important role of overseeing the commission's work. It has been very productive to have a committee that has been so bipartisan in its approach to this very significant issue that has attracted lately a considerable amount of media attention. All members of the committee from both this House and the other place have the welfare of consumers of healthcare services in New South Wales at the forefront of their work and their involvement with the committee.

Question—That the House take note of the report—put and resolved in the affirmative.

Motion agreed to.