AGEING, DISABILITY SERVICES—COMPLAINTS TO AGEING, DISABILITY AND HOME CARE QoN

Ms Barham to the Minister for Finance and Services, and Minister for the Illawarra representing the Minister for Ageing, and Minister for Disability Services—

    1. Does Ageing, Disability and Home Care (ADHC) collect data on complaints about:
      1. ADHC operated services?
      2. ADHC funded services?
    2. If so:
      1. How do ADHC or non-government service providers collect this data?
      2. How often does ADHC collect this data?
  1. How many complaints about ADHC services has ADHC received for the years:
    1. 2007?
    2. 2008?
    3. 2009?
    4. 2010?
  2. What percentage of clients receiving ADHC provided services have made complaints for the following years:
    1. 2007?
    2. 2008?
    3. 2009?
    4. 2010?
    1. Does ADHC classify or analyse complaints received?
    2. If so, how does ADHC classify or categorise complaints?
  3. Of the complaints received for the following years what percentage required rectification of ADHC process, behaviour or actions:
    1. 2007?
    2. 2008?
    3. 2009?
    4. 2010?
  4. Of the complaints received for the following years what percentage involved an allegation of a breach of the NSW Disability Service Standards:
    1. 2007?
    2. 2008?
    3. 2009?
    4. 2010?
  5. What is the breakdown of complaints received for the following years by AHDC regions:
    1. 2007?
    2. 2008?
    3. 2009?
    4. 2010?
  6. What percentage of the total complaints for the following years were lodged with ADHC by an advocacy service funded by ADHC:
    1. 2007?
    2. 2008?
    3. 2009?
    4. 2010?
    1. Has ADHC conducted a review of the complaints and grievance handling policy and procedures for disability services?
    2. If so, please provide an update on this review and advise when a report on the review will be released.

 

Answer—

  1.  
    1.  
      1. Yes. 
      2. Yes
    2.  
      1. ADHC staff are required to record complaints using ADHC’s electronic Client Information System (CIS). ADHC funded non-government service providers have their own systems in place for recording and reporting complaints in order to comply with their service agreement.
      2. Information on complaints regarding ADHC operated services is reported in CIS immediately a complaint is made. ADHC collects data on complaints regarding funded non-government organisations as reported.
  2. Complaints about ADHC services are reported by financial year.
    1. 2006⁄07 – 2,449
    2. 2007⁄08 – 3,189
    3. 2008⁄09 – 2,362
    4. 2009⁄10 – 2,328 and 2010⁄11 – 756 (Year To Date – as at 30 March 2011)
  3. The following are complaint incidence rates for the relevant periods.
    1. 2006⁄07 – 3%
    2. 2007⁄08 – 3%
    3. 2008⁄09 – 2%
    4. 2009⁄10 – 2% – The 2010⁄11 figure can be provided at the end of the financial year.
  4.  
    1. Yes
    2. Complaints are classified according to service types and by issues.
  5. This data is not currently available. Data currently available indicates that this is not a significant feature of complaints. Over the period October 2010 to March 2011, only 4% of the complainants who notified a desired outcome from their complaint sought a change to policy⁄procedure. 70% of these have been finalised with the complainant’s desired outcome met or a compromise negotiated.
  6. Complaints data is not currently categorised to identify how it relates to breaches of the NSW Disability Standards.
  7. This information is reported by financial year.
      2006⁄07 2007⁄08 2008⁄09 2009⁄10 2010⁄11
    Central Office 261 674 351 271 78
               
    Regions
    Metro North 647 753 961 411 96
    Metro South 553 503 292 526 182
    Hunter 43 103 65 86 59
    Northern 132 168 53 99 73
    Southern 305 506 451 677 117
    Western 508 482 189 258 151
    Total NSW 2449 3189 2362 2328 756
  8. The system does not currently capture information at the degree of detail required to accurately identify complaints lodged by an ADHC funded advocacy service.
  9.  
    1. A review of the feedback and complaints handling policy and procedures is in progress.
    2. It is anticipated that the revised policy and procedures will be released in July 2011.