Commissioner handling DHB complaints

Executive director quality and risk Amber O'Callaghan said Wairarapa DHB actively encouraged feedback on the services provided to the community.

Three complaints were made about the Wairarapa District Health Board to the Health and Disability Commissioner in the first six months of this year.

The DHB said one was being investigated and no further action was required in the other two cases. DHB chief executive Adri Isbiser said the DHB received 30 complaints in total in the first half of this year.

He said acute services was the most complained about department. The highest number of complaints were related to treatment provided and standard of clinical care.

Executive director quality and risk Amber O'Callaghan said Wairarapa DHB actively encouraged feedback on the services provided to the community. It strived to make the complaints process as easy as possible for people to express dissatisfaction and that could result in an increase in complaint numbers, said Ms O'Callaghan.

"The volume of complaints that the DHB receives should not always be viewed as a negative. There are many factors influencing the number of complaints that a DHB receives."

Ms O'Callaghan said the DHB focused on the content of complaints and on patient-centred resolutions.

"We take every incident and complaint seriously, and our focus is on both the people affected, and the system or process that has allowed the error. Every complaint is investigated, responded to and, if required, quality improvements are implemented. We are continuously listening and learning from what our patients tell us to avoid a similar situation from reocurring for someone else."

The Health and Disability Commissioner reported receiving 389 complaints about care provided by DHB nationally over the six months - the highest number of complaints ever received in a six month period.