Health board unconcerned about level of complaints

Phil Cammish, CEO of the Bay Of Plenty District Health Board

The Bay of Plenty District Health Board is unconcerned about the number of complaints being made against it.

Chief executive Phil Cammish said 25 complaints about the district health board were made to the Health and Disability Commissioner in the first six months of this year.

Mr Cammish said the health board was not concerned with the current level of complaints made to the commissioner.

He said none of the complaints in the reported period resulted in an investigation.

He said the health board closely monitored complaints received both internally and externally for the development of any concerning trends.

Mr Cammish said the current level of complaints made to the Health and Disability Commissioner was driven by a Quality and Patient Team which actively encouraged patients to take their concerns to the commissioner it they were not happy with the way the health board had managed their complaint.

Mr Cammish said the district health board believed an active and engaged complaints system, both internal and external, was the cornerstone of an effective continuous quality improvement and patient safety programme.

The commissioner reported receiving 389 complaints about care provided by district health boards nationally over the six months - the highest number of complaints ever received in a six month period.

The report said a missed, incorrect or delayed diagnosis was the most common specific primary issue in complaints about services.

It was the primary reason for about 20 per cent of complaints.

Communication also featured prominently when issues raised in complaints were analysed. Failure to communicate effectively was an issue in about 34 per cent of complaints.

The report said inadequate coordination of care was often noted in complaints.