(77% in 2016-17) were made by someone acting on behalf of the individual who received the service; typically this is a family member (as shown in Figure 18). In comparison to 2015-16, there have been some changes in terms of who makes a complaint. The number of individuals who contacted HaDSCO on their own behalf decreased and the number of complaints made by a representative such as a child, parent or other relative increased. Figure 18: Individual making the complaint Totals may not sum to 100% due to rounding. Complaints about disability services were more likely to concern services provided to males, between the ages of 15 and 34, and 45 to 54. Details are provided in Figure 19 below. Figure 19: Age and gender of the individuals receiving a service (2016-17) The data in Figure 19 above is provided only for complaints where demographic information about the individual receiving a service was recorded. Totals may not sum to 100% due to rounding. CASE STUDY Disability service provider acknowledges concerns about changes to accommodation arrangements and assists with transition The parents of a young adult contacted HaDSCO after receiving a response to their complaint that they were not consulted about changes to the child’s accommodation arrangements. The young adult was living in a share house with another person and a decision was made to accommodate an additional person in the house. The parents were seeking for the accommodation arrangements to remain unchanged. HaDSCO conciliated a meeting between the parties during which the parents’ concerns were acknowledged. While the decision to place the additional person in the house remained, the parents sought to ensure that procedures were put in place to assist the young adult with the new arrangements, including the transition involved. They also wished to be better informed in the future about such changes. As a result of HaDSCO’s involvement, the service provider agreed to regularly liaise with the parents and to support the young adult in the new accommodation arrangements, with an evaluation after a trial period. The service provider acknowledged there was a preference for the previous arrangements and agreed to consider whether they could be replicated elsewhere for the young adult in the future. Issues identified
It was produced to assist the Department to gain a greater understanding of the issues raised, and the trends observed, in complaints about the provision of health services in prisons. The Report was well received by the Department and has assisted HaDSCO to identify education and training opportunities for Departmental staff dealing with prison health complaints. This work will be progressed in 2017-18. Mental Health Complaints Partnership Agreement During 2016-17, the Office continued to work with all parties of the Mental Health Complaints Partnership Agreement (the Agreement), launched in August 2015, to improve the effective resolution of complaints about mental health services. This included consultation with the Department of Health, the Mental Health Advocacy Service, the Office of the Chief Psychiatrist and the Mental Health Commission to progress a number of initiatives identified in the Action Plan, included in an addendum to the Agreement. A meeting of member agencies was held to acquit the Action Plan, and to identify actions arising from the Plan that are being operationalised by HaDSCO. Health service providers data collection information session In response to the WA Health Reform Program 2015–2020 and the implementation of the Health Services Act 2016, in May 2017, the Office briefed the five new Health Service Providers on the health data collection process for prescribed providers under section 75 of the Health and Disability Services (Complaints) Act 1995. The session provided an opportunity to clarify the process for the submission of complaints data and reporting requirements as part of this process. Disability service providers data collection briefing session In June 2017, HaDSCO hosted a briefing session to support prescribed disability service providers in submitting their complaints data for 2016-17 under section 48A of the Disability Services Act 1993. HaDSCO representatives worked with attendees to provide an overview of the data collection process, invite input into the reporting that is shared with disability service providers following collection and analyses of data, and have any questions answered. Joint leaning sessions with the Health Consumers’ Council In June 2017, HaDSCO facilitated a joint learning session with the Health Consumers’ Council and complaints staff at HaDSCO to learn more about each of our respective roles in managing complaints about health services. The session provided an opportunity to explore ways to support people to bring their complaints to HaDSCO. Consumer and Carer Reference Group The Consumer and Carer Reference Group (CCRG), established in 2014, provides consumer and carer perspectives on a range of HaDSCO services and functions. With members covering the