DHF Annual Report 2009 - NT Health Digital Library - Northern ...

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Action to resolve a complaint is based on the evidence, addresses any system, process or staff issues andis informed by the principles of public interest and good governance. The complaints process is an integralimprovement in the complaints handling process.The Department also takes referrals from the Health and Community Services Complaints Commission andcommunication issues were the three highest complaint categories.Table 9: number of Complaints by Type – 2009 - 2010Acute CareHealth ServicesComplaint Type 2007-08 2008-09 2009-10 2007-08 2008-09 2009-10Access 180 215 151 40 7 23Communication / Information 97 79 73 6 4 6Consent / Decision Making 0 0 1 0 0 0Corporate Services 50 54 32 0 1 0Costs 6 6 6 1 0 0Grievances 4 3 8 0 0 0Privacy / Discrimination 28 9 24 0 0 1Professional Conduct 17 35 17 0 1 6Treatment 109 100 87 6 2 10TOTAL 491 501 399 53 15 46Table 10: Complaints Outcomes – 2009 to 2010Acute CareHealth ServicesOutcome2007-08 2008-09 2009-10 2007-08 2008-09 2009-10Account Adjusted 1 2 2 0 0 0Apology Provided 85 51 40 33 4 6Change In Procedure Effect 7 4 1 1 4 0Compensation Paid 3 0 0 1 0 1Complaint Letter Sent 0 0 0 0 0 0Complaint Withdrawn 0 1 0 0 0 0Concern Registered 42 32 28 10 0 2Conciliation Reached 0 1 0 0 0 0Counselling 12 12 10 3 0 0Disciplinary Action Taken 0 2 0 0 0 0Explanation Provided 239 272 225 33 7 30Policy Change Effected 2 1 1 0 0 3Referral Elsewhere 10 13 21 1 0 0Refund Provided 0 0 0 0 0 0Service Obtained 204 249 150 8 1 11Undefined 21 8 1 0 7 0TOTAL 626 648 479 90 23 53 86Department Health and Families
NTFC options for a complaint outcome can include: convene case conference or family meeting to discuss concerns.Table 11: Number of NTFC Complaints by outcomes 2009-10NT Families and Children(NTFC)Complaint Outcome 2009-10 2008-09 2007-08Account adjusted 1 1 -Apology provided 5 5 4Concern registered 7 19 29Conciliation agreement reached 7 9 6Explanation provided 89 53 32Policy change effected 2 - 1Referred elsewhere 4 11 1Change in Procedure/Practice - 5 1Complaint Withdrawn - - 1Disciplinary Action taken - - 1Service obtained 11 6 9Undefined 1 5 3TOTAL 127 114 88The most common complaint outcome as shown in the table above is ‘explanation provided’.Investigation into complaints has resulted in the Department making changes to policy to improve proceduresand systems as follows: A review and revision of the case transfer policy and procedures for children in care of the Chief Executivehas been implemented and a case transfer template introduced. Structured Decision Making Screening and Priority tools are now being used by NTFC Central Intake team.The NTFC Care and Protection Policy and Procedures Manual is being updated for this purpose. Trainingwill also be developed to support implementation of the policy.Department Health and Families 87
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Visit the department’s website at
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Chief Executive ForewordChief Execu
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10Department Health and Families
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Dr Barbara PatersonCorporate Plan P
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Peter BeirneCorporate Plan Priority
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In comparing data between 1994-98 a
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Aboriginal Health and FamiliesProf.
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Corporate Plan 2009 - 2012Vision, M
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to detect, monitor, report and eval
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PRIORITY ACTION AREA 2Healthy Child
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to parents at key ages i.e. exclusi
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PRIORITY ACTION AREA 3Targeting Smo
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the health effects of smoking from
Page 35 and 36: PRIORITY ACTION AREA 4Connecting Ca
Page 37 and 38: The Chief Minister’s Youth Round
Page 39 and 40: Created four additional positions i
Page 41 and 42: PRIORITY ACTION AREA 5Safety, Quali
Page 43 and 44: essential to make sure that, wherev
Page 45 and 46: PRIORITY ACTION AREA 6Attract, Deve
Page 47 and 48: Established an Indigenous Nursing a
Page 49 and 50: Implement the Professional Practice
Page 51 and 52: The Integrated Maternity Services C
Page 53 and 54: Radiation Oncology Services
Page 55 and 56: Service Map DetailsDepartment Healt
Page 57 and 58: NT HEALTH FACILITIESDEPARTMENT OF H
Page 59 and 60: Through the East Arnhem Regionalisa
Page 61 and 62: very effective with the Alice Sprin
Page 63 and 64: Across the TerritoryDigital Regions
Page 65 and 66: Our PeopleDepartment Health and Fam
Page 67 and 68: Snapshot of our peopleFigure 1 show
Page 69 and 70: National Indigenous Cadetship Progr
Page 71 and 72: Supporting our PeopleHuman Resource
Page 73 and 74: Managing AggressionAggression Manag
Page 75 and 76: Eliminating bullying and harassment
Page 77 and 78: Graduate ProgramThe Department has
Page 79 and 80: GovernanceDepartment Health and Fam
Page 81 and 82: NT Family & ChildrenAdvisory Counci
Page 83 and 84: Royal Darwin Hospital Medical Evacu
Page 85: Coronial FindingsThe Coroners Act e
Page 89 and 90: Sentinel Eventsdeath or serious har
Page 91 and 92: Human Research Ethics CommitteeThe
Page 93 and 94: Department Health and Families 93
Page 95 and 96: Table 16: Budget by Output groups20
Page 97 and 98: NT Families and ChildrenDepartment
Page 99 and 100: Key Achievementsfurther increases i
Page 101 and 102: Key AchievementsAdditional funds of
Page 103 and 104: The Youth Triage Team was formed in
Page 105 and 106: Youth ServicesThe Northern Territor
Page 107 and 108: Performance Measure2008-09Actual200
Page 109 and 110: Acute CareDepartment Health and Fam
Page 111 and 112: 1. “Due to remoteness, the disper
Page 113 and 114: Figure 5 - Weighted Separations by
Page 115 and 116: There are three types of treatment
Page 117 and 118: 1.2.3.4.Due to remoteness, the disp
Page 119 and 120: HospitalsAlice Springs HospitalTota
Page 121 and 122: Audiologist (visits from Darwin) Ce
Page 123 and 124: Patients requiring services that ar
Page 125 and 126: Health and Wellbeing ServicesDepart
Page 127 and 128: in remote communities. Children are
Page 129 and 130: Key AchievementsMore than 70 facili
Page 131 and 132: Healthy Pregnancy Healthy Baby info
Page 133 and 134: The core clinical and health promot
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School Screening Services (SSS)The
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increased access to after-hours med
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Key AchievementsImplemented the NT
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Community Support Services for Frai
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Commenced development and implement
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146Department Health and Families
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Public Health ServicesEnvironmental
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Key AchievementsNo Germs on MeThe
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Figure 13: NT Schedule 8 drug presc
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1. SHBBV 2009-10 data may not be co
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of on-shore detections of exotic Ae
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In July 2009 a National Coordinatio
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Tuberculosis and Leprosy Unitwith a
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1 The Alcohol and Other Drugs Progr
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other drugs nursing position is bas
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Father Flynn FellowshipThe Father F
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Sales of Goods &Services4%Other Rev
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Grants and Subsidies
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CERTIFICATION OF THE FINANCIAL STAT
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Balance SheetNOTE 2010$'0002009$'00
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Cash Flow StatementNOTE2010$’0002
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1. Objectives and fundingThe Depart
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c) Agency and Territory Itemsand eq
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Revenue in respect of Appropriation
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o) ReceivablesReceivables include a
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t) Employee Benefitsmeasured at pre
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3. Comrehensive operating statement
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2010$'0002009$'000Note 6 (cont)Unal
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10 PROPERTY, PLANT AND EQUIPMENT (C
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11c HERITAGE AND CULTURAL ASSETS201
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2010$’0002009$’00017. NOTES TO
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18. FINANCIAL INSTRUMENTS (continue
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18. FINANCIAL INSTRUMENTS (continue
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20. CONTINGENT LIABILITIES AND CONT
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24. SCHEDULE OF TERRITORY ITEMSThe
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Appendix IFunding to External Provi
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Appendix II2009-10 Capital and Mino
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New Works 2009-10Alice Springs Hosp
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Appendix IIILegislation Responsibil
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Appendix IVCouncils, Committees and
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7. Raise community awareness of the
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Northern Territory Family and Child
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Key areas from terms of reference:T
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Australian Manufacturing Workers’
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Members of the Council who left in2
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Meetings:The Committee met in July
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Appendix VEmployment InstructionsDe
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Employment Instruction No.5Medical
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Appendix VIAcronymsAASAustralian Ac
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DHFDepartment of Health andFamilies
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MHSMental Health ServicesMJDMachado
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TBCTBCHTuberculosis CommunityHealth
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