//September performance data – Office of the Health Ombudsman

September performance data – Office of the Health Ombudsman

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14 October 2014

Figures released today show that the Office of the Health Ombudsman (OHO) finalised 121 local resolution matters during the month of September – five times more than in July and August combined.

Health Ombudsman Leon Atkinson-MacEwen said local resolution was suitable in cases involving non-serious matters, and involved the complainant and health service provider agreeing to discuss the complaint in order to reach a satisfactory outcome.

“The OHO is committed to providing an efficient health complaints management system that seeks to resolve matters fairly, independently and as quickly as possible”, Mr Atkinson-MacEwen said.

“We gave a commitment to streamline the complaints management system and that’s exactly what we are doing.

“Our data shows 121 local resolution matters were undertaken in September, with 94 per cent completed in 30 days.

“Depending on the situation, a local resolution matter could result in an apology or explanation from the health service provider to the complainant, and in certain cases they can bring about changes to existing operational policies and procedures, to try and stop the same issues happening again.”

The report also revealed a 30 per cent increase in the number of contacts made to the OHO during September, and a 15 per cent increase in the number of decisions made within seven days.

Mr Atkinson-MacEwen said the OHO would continue to publish monthly reports so that Queenslanders can be confident that their health service complaints are properly managed.


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