Investigation into the care and management of a consumer with complex needs in an acute care setting
27 April 2026
The Office of the Health Ombudsman (OHO) initiated a systemic investigation in response to a complaint regarding the care provided to a 20-year-old individual admitted to an acute care service after the breakdown of her community-based accommodation and care arrangements. The complaint raised concerns about the use of restrictive practices, potential breaches of privacy, and the effectiveness of behavioural and security management strategies implemented for the consumer.
Wider learnings
The investigation has underscored the significant complexities involved in delivering care to consumers with substantial neurodevelopmental and behavioural needs within acute care settings. While the Hospital and Health Service (HHS) demonstrated a commendable commitment to addressing these challenges, it is evident that broader systemic reforms are required to uphold the rights, safety, and dignity of these vulnerable individuals. Achieving sustainable improvements in care and support for consumers with complex needs will necessitate ongoing collaboration across the health, disability, and government sectors. The investigation also identified systemic challenges that extend beyond the remit of the HHS, highlighting the need for coordinated, statewide action. These challenges include:
- Legislative Reform: Consideration toward development and implementation of a comprehensive statewide framework to authorise and regulate the use of restrictive practices in acute care settings.
- Community-Based Care Options: The investigation revealed a critical gap in the availability of suitable alternative care environments for consumers with complex needs. The lack of community-based care options contributes to prolonged hospitalisations, which can adversely impact both the individual and the broader health system.
- Interagency Coordination: Enhanced collaboration between the health, disability, and community sectors is essential to address systemic gaps in care delivery and discharge pathways. Strengthened interagency coordination will be pivotal in ensuring seamless transitions and comprehensive support for consumers.