//February performance data – Office of the Health Ombudsman

February performance data – Office of the Health Ombudsman

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17 March 2015

Figures released for February show the Office of the Health Ombudsman (OHO) is continuing to successfully work with complainants and health service providers to locally resolve and conciliate complaints.

During February, 87 per cent of local resolution matters were successfully resolved, while 71 per cent of conciliations facilitated by the OHO saw both parties reach an agreed outcome, levels that are regularly seen each month.

Health Ombudsman Leon Atkinson-MacEwen said he was pleased so many complainants and health service providers were able to reach a satisfactory outcome.

“The local resolution and conciliation processes allow both parties to discuss a complaint, either directly or indirectly, and work with one of our experienced staff to reach an outcome they are both satisfied with”, said Mr Atkinson-MacEwen.

Local resolution is an informal process where the OHO assists parties in reviewing a complaint and agreeing on an outcome, such as an apology or a detailed explanation from the health service provider.

Conciliation is a slightly more formal process used to resolve more complex complaints that involves both parties having discussions, assisted by an OHO staff member, and negotiating an agreement to resolve the matter in question.

“Local resolution and conciliation are not suitable for all complaints we receive, particularly those of a more serious nature, but when suitable, and when both parties agree to participate, they are proving to be very effective”, said Mr Atkinson-MacEwen.

For more information on local resolution, conciliation, or any part of the complaints process, visit www.oho.qld.gov.au

Media contact:

media@oho.qld.gov.au 0427 483 656