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16
Complaints were sometimes about
identifi ed individuals or a specifi c group
of services. Sometimes complaints were
more general, and it was only through
the assessment process that the relevant
providers could be specifi ed. Figure 7
shows, in line with previous years, that
public hospitals and DHBs make up for
about half of all group providers identifi ed
in the complaints received. Figure 6
shows that about 30% of all individual
providers complained about were general
practitioners. A complaint may involve
more than one provider.
700
600
500
400
300
200
100
0
617
Public Hospital
157
106
Medical Centre
(including GP)
Rest Home
337
Others
Figure 7: Complaints against
groups of providers
Referrals to providers
and to advocacy
Over 200 complaints were referred back
to the provider to resolve. Suitable cases
include complaints about a provider’s
manner, or less serious complaints about
an institution. Where there is an ongoing
relationship with the provider, the
Commissioner often refers the complaint
to Advocacy in order to enhance the
communication between the parties,
and empower the consumer to resolve
complaints without external intervention.
As Figure 9 shows, 140 complaints were
referred to Advocacy.
Investigations
HDC closed 1,380 complaints.
The Commissioner continues to conduct
formal investigations into the more
signifi cant departures from a reasonable
standard of care. This year 44 investigations
were completed, and it was found in 29
cases that the consumer’s rights had been
breached. Of the breach decisions, eight
providers were referred to the Director
of Proceedings for consideration of
proceedings. Figure 8 shows the manner
in which complaints have been resolved
in the past year.
1380
44
29
8
Complaints closed
Recommendations
Investigations
Breach opinions
Referrals to Director
of Proceedings
Figure 8: Number and manner in
which complaints have been
resolved during 2011/12
The ability to make and monitor the
implementation of recommendations
is a key complaint resolution tool. Many
complainants indicate their desired
outcome is to ensure that quality and
safety is improved. There has been a high
level of compliance with recommendations
during 2011/12 (99.2%). An audit carried out
on six group providers who were subject
to recommendations following a formal
investigation confi rmed that there had
been 100% compliance.