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Office of the Health Ombudsman strategic plan 2020-2023

The Office of the Health Ombudsman strategic plan 2020–23 sets our direction and outlines the strategies we’ll use to achieve our strategic objectives over the next four years.

Our strategic plan is designed to be flexible and to grow with us as Queensland’s health service complaints management system continues to take shape.


Our vision

Safe, competent and ethical health services that are responsive to consumer complaints.

Our purpose

  • Protect the health and safety of consumers
  • Promote high standards in health service delivery
  • Facilitate responsive complaint management.

Our values

  • People and relationships: we are a people-focused organisation that recognises people are at the centre of everything we do. We respect others, value diversity and recognise that meaningful relationships are critical to our success.
  • Getting it right: we are focused on quality outcomes and we value professionalism, diligence and thoroughness. We acknowledge the decisions we make have a significant impact on people.
  • Fairness for all: we act ethically, impartially, objectively and with integrity. We do not take sides.
  • Continuous improvement: we recognise the challenge of sustainability in the face of increasing demand for our services. We encourage new ideas and embrace new ways of working.

Our strategic objectives

  • Take proportionate and timely action in response to serious complaints and notifications about health practitioners
  • Identify and analyse systemic issues impacting on the delivery of health services, the regulation of health practitioners and management of health complaints
  • Facilitate the effective and efficient management and resolution of health service complaints
  • Operate an accountable and performance driven organisation.


Previous strategic plans