Key Performance Indicators Certification of Key Performance Indicators Our Key Performance Indicators Health and Disability Services Complaints Office Report on Key Performance Indicators Government goal: Greater focus on achieving results in key service delivery areas for the benefit of all Western Australians. Desired outcome: Improvement in the delivery of health and disability services. An overview of the Health and Disability Services Complaints Office (HaDSCO) Key Performance Indicators is demonstrated in the table below: Key Effectiveness Indicator Services Key Efficiency Indicators Proportion of recommendations resulting in implementation by providers Service One – Complaints Management: Assessment, negotiated settlement, conciliation and investigation of complaints KPI 1.1 Percentage of complaints closed within legislation timeframes KPI 1.2 Average cost per finalised complaint Service Two – Education: Education and training in the prevention and resolution of complaints KPI 2.1 Average cost per presentation, awareness raising, consultation and networking activities Key Effectiveness Indicator The Key Effectiveness Indicator reports on the proportion of recommendations resulting in implementation by providers. HaDSCO’s key focus is to improve health, disability and mental health services. As a result of HaDSCO’s complaints management processes, recommendations and agreed actions are made to service providers to improve the delivery of health, disability and mental health services. The purpose of the Key Effectiveness Indicator is to report on the extent to which service providers are making changes to improve processes, practices and policies as a result of recommendations and agreed actions made by HaDSCO that arise from complaints. At the request of the Office of the Auditor General, a target was developed for the Key Effectiveness Indicator for the 2016-17 reporting year which is detailed below. To ensure transparency in the process and in transition to the new reporting format, the former representation of the indicator is included to reflect the change in format. Key Effectiveness Indicator 2012-13 2013-14 2014-15 2015-16 2016-17 Target 2016-17 Actual
The table below represents our annual performance in relation to the specified targets. Indicator 2014-15 Actual 2015-16 Actual 2016-17 Actual Target Comment Number of fatalities 0 0 0 0 Target achieved Lost time injury/disease (LTI/D) incidence rate 0.52% 9.52% 0 0 Target achieved Lost time injury severity rate 0 0 0 0 Target achieved Percentage of injured workers returned to work within 13 weeks 100% 100% 100% Greater than or equal to 80% Target exceeded Percentage of injured workers returned to work within 26 weeks 100% 100% 100% Greater than or equal to 80% Target exceeded Percentage of managers and supervisors trained in occupational safety, health and injury management responsibilities 75% 75% 100% Greater than or equal to 80% Target achieved Risk management The Office prioritised the review of its Risk Management Policy and Plan in the 2016-17 reporting year. This resulted in the Corporate Executive endorsing the Office’s Risk Management Framework. In establishing a comprehensive framework, the Office ensures it can undertake activities with the knowledge that measures are in place to maximise the benefits and minimise the negative effect of uncertainties on its strategic and operational objectives. The implementation of the Office’s Risk Register in the 2017-18 reporting period, to record and track risks at the strategic, operational and project level, will reinforce the Office’s commitment to maintain and continuously improve its risk system to complement its strategic plan.