|dc.contributor.author||Pierce, Suzanne Marie||-|
|dc.description.abstract||Receiving and managing complaints is a core function of Australian health practitioner regulators; complaints long recognised as an important source of information about safety and quality of care and identifying practitioners of concern.
Identified values for good complaint management include improved accountability and public confidence; consistency and integrity of decision-making; and opportunity to provide resolution, identify trends, take corrective action and make system improvements.
Australia has an enviable record in establishing and refining health complaint mechanisms to make them accessible and responsive within a broader culture of safety and learning. Yet this study found both low levels of satisfaction and understanding of the two systems under study. Consequences from these findings include the reputational standing of regulators and preparedness of individuals and organisations to raise future concerns.
Respondent expectations of quality complaint processes were found to be congruent with the literature on best practice regulation and complaint management. The most significant factors moderating respondents’ perceptions and experience were power and transparency; accounting for reported views both of operational processes and underlying assumptions of the regulatory model.
Regulators were approached to ‘bring to account’, raise the standards of or stop practitioners regarded as unsafe, not competent or not responsive to concerns raised directly. Respondents also looked to regulators to account for themselves; with the same detail and rigour applied to those regulated.
Contrary to expectations, respondents were alienated from the detail and resolution of events personal and painful; concerning issues of significance for future patients and practise. The majority reported issues were either not or only poorly addressed; and few were aware of any resultant changes. There is a lack of understanding about the core mandate of health professional regulators; including the rationale for and focus of regulatory effort and underlying concepts and assumptions.
Even when dissatisfied, the process is valued; respondents wanting to contribute to improvements. There are opportunities to leverage better their insights to deliver a more efficient and effective regulatory system.||en_AU|
|dc.publisher||University of Sydney||en_AU|
|dc.publisher||Sydney Medical School||en_AU|
|dc.publisher||School of Public Health||en_AU|
|dc.rights||The author retains copyright of this thesis. It may only be used for the purposes of research and study. It must not be used for any other purposes and may not be transmitted or shared with others without prior permission.||en_AU|
|dc.title||Expectations and experience of complaints and notifications about registered health professionals in the Australian national and NSW regulatory systems: A comparative study of complaints and notifications from the perspective of ‘system users’||en_AU|
|dc.type.pubtype||Doctor of Philosophy Ph.D.||en_AU|
|Appears in Collections:||Sydney Digital Theses (Open Access)|