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Office of the Health Ombudsman strategic plan 2016–20

The Office of the Health Ombudsman strategic plan 2016–20 sets our direction and outlines the strategies we’ll use to achieve our strategic objectives over the next four years.

As a new organisation that commenced operations on 1 July 2014, our strategic plan is designed to be flexible and to grow with us as Queensland’s new health service complaints management system takes shape.

As we mature, there will be a need to continually review and refine our systems, processes and structure. Along with continual monitoring and review, a significant internal review is planned for 2017 to measure our performance against the objectives set out in our strategic and operational plans.


Our vision

To be the cornerstone of a transparent, accountable and fair system for effectively and expeditiously dealing with complaints and other matters related to the provision of healthcare in Queensland.

Our purpose

To protect the health and safety of the public and instil confidence in the health system in Queensland by assessing, investigating, resolving and prosecuting complaints about healthcare.

Our values

  • The health and safety of the public are paramount.
  • We act independently, impartially and in the public interest.
  • We treat all people fairly and equitably.
  • We recognise that open and honest communication and the sharing of information helps to improve health service delivery.
  • We make our services accessible to all Queenslanders.
  • We embrace transparency and ensure accountability across the health service complaints system in Queensland.
  • We produce timely and high quality work.
  • We develop our capability and use innovative processes to improve our service.

Our strategic objectives

Objective 1

Protect the health and safety of the public.

Objective 2

Promote professional, safe, competent practice and high standards of service delivery from health practitioners and health service organisations.

Objective 3

Maintain public confidence in the management of complaints and other matters relating to the provision of health services.

Objective 4

Deliver robust and accountable business operations and foster a culture of transparency, accountability and continual improvement.

Objective 5

Foster an environment where our people are valued, resilient and empowered to actively contribute to improving service delivery.


Previous strategic plans