The Council engaged the NSW Health Care Complaints Commission to undertake the project on behalf of the Australasian Council of Health Care Complaints Commissioners, working with the Royal Australasian College of Physicians and the Health Issues Centre. Summary. urY eAZA[Rn[&2+IIMPCvT It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. Investigations finalised in 2021-22. An early response indicates that you are taking the concerns seriously. Conflicts of interest, whether actual or perceived, will be managed responsibly and professionally. 1124 0 obj
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Internal review is a process that examines the decision made by the business unit. hbbd```b``W@$Z0;DrEA$k>d``jfI!,>V"A$C"$9 F~g@EL,75X\2W b
Any person can make a complaint, including: the person who experienced the problem. g`$X/#
L? Fax: (02) 9281 4585, Level 12, 323 Castlereagh St
treating everyone with respect, including people who make complaints, understanding and complying with this policy, our complaint handling procedures and any local rules or guidelines that apply to their work or legislative requirements. Procurement-related complaints also have a separate process. Complaints alleging compliance breaches should be handled in accordance with the NSW Health Complaints Management Policy PD2020_013 and NSW Health Complaint Management Guidelines GL2020_008. NSW Health organisations are required to comply with all policy directives and should adhere to guidelines, as these represent best practice. reporting publicly on our complaint handling, providing adequate support and direction to key staff responsible for handling complaints, regularly reviewing reports about complaint trends and issues arising from complaints, encouraging staff to make recommendations for system improvements, recognising good complaint handling by staff. 1. The power to refer complaints for local resolution to a private health facility, The power to refer complaints to a broader range of bodies, New powers relating to health organisations, Increases to maximum penalties and sanctions for offences, A new compliance framework to ensure effective compliance monitoring and enforcement with interim prohibition orders and prohibition orders. Relevant NSW Health legislation includes: These policies and guidelines are relevant to the NSW Health Incident Management policy. Policy and procedure manuals are updated continually to incorporate the latest policies issued by the Ministry. Fairness and accountability failure to abide by the NSW Health Code of Conduct Policy Directive, use of drugs and alcohol, sexual harassment, physical harm, and any . This means that when anyone raises concerns via feedback or through a complaint we will: We must also take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf. (39.9% increase from previous year). We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. recognising good complaint handling by staff. The CEC has consulted with radiation experts. %PDF-1.5 Secretary, NSW Ministry of Health and Chief Executives . Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint. NSW Health Pathology is committed to protecting any person who raises concerns about a breach of a Compliance Obligation from retaliation or reprisal. We acknowledge the Traditional Custodians of the land on which we work and live, the Gadigal people of the Eora Nation, and recognise their continuing connection to land, water and community. endstream
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T"ii( We deal with complaints about health service providers in NSW. the Commission, who can initiate an "own . The Commission has a unique and central part to play in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of the community. +RfAH3q00 c
TdwabA,~dA1 A1H#xsV>@Qgt*mK(NS9 IE]WSl{'+I"'PA"!dUE. Complaints received via the NSW Minister for Health (a Ministerial) will be received, assessed, investigated and resolved by the Office of the Chief Executive, and forwarded to the CLO for . The Commission's Inquiry Service handles inquiries from people who are concerned about the quality of the health care provided to them or to a family member or friend. ethical, internal control, complaints management, Work Health and Safety, records management and policy frameworks Oversee and lead expert, timely, comprehensive and solutions-focused legal services and advice and facilitate legal solutions . The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. assisting people make a complaint, as required, keeping informed about best practice in complaint handling, providing suggestions to management on ways to improve the organisations complaints management system. The latest issue of T4L Kids is all about sports. Previous title: Patient Complaints Management Procedure (SCHN Policy Number 2015-9074 v3). The Commission was established under the Health Care Complaints Act 1993. The ability to issue a public warning in relation to a named health service provider (individual or organisation). `Z\o{D(`I2&(sm@e13,1#MtY[I(0;KS^.99I3hyq8J-g8qkPuP ;j(=1,N8w#M?4D"F$"BV]yVd[D~pA.OiFGc 3 0 obj
Use this advice for radiation incidents which require a RIB. their likely involvement in the complaint resolution process. Fax: (02) 9281 4585, Level 12, 323 Castlereagh St
following DCSs complaint management system after a complaint is received: assessing and investigating the complaint, escalating the complaint as required and appropriate, providing reasons for the decision to the customer, including options for redress, where appropriate, assisting people who wish to make complaints to access our complaints process, being alert to complaints and assist staff handling complaints to resolve matters promptly, providing feedback to management on issues arising from complaints through our complaint handling reporting processes. Our customers need to have their complaints and feedback about us, our services, our staff, or the handling of a complaint resolved appropriately. endobj
This policy allows our staff to take responsibility for helping customers make a complaint, provide feedback, or offer suggestions about service improvements through fair, accessible, and transparent processes. It is a basic principle of administrative law that the decisions we make in our work must be lawful and well-founded. The Guidelines aim to ensure that identified risks arising from complaints are managed appropriately, that the issues of the person making a complaint are addressed satisfactorily, that effective action is taken to improve service provided to consumers, and that NSW Health staff are supported.
advocate, family member, legal or community representative, member of Parliament, another organisation), who wants to make a complaint. <>/Metadata 1248 0 R/ViewerPreferences 1249 0 R>>
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4 0 obj Complaints Management Policy Guide for the Complainant Version 2 - Updated 7 May 2018 . Of these, 52% were conducted in rural and regional NSW. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will be organised to facilitate a timely response to the complaint. Sydney NSW 2000. Complaints received 2021-22 (16.2% increase compared with 2020-21). Amendments relevant to the work of the Commission include: Further information about these changes is available her. 58 0 obj
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We pay respect to Aboriginal and Torres Strait Islander Elders past, present and emerging. Complaints are often lodged with the Commission after a person has tried and failed to raise concerns directly with the provider. Email: hccc@hccc.nsw.gov.au
Does a practitioner have to see a patient? The Commission was established under the Health Care Complaints Act 1993. stream
/Length 5 0 R BZ*X`]dJ%_(YJV'A|Q^ : l$;=pMf$s[$]$EjKgL[4t]ZeS!"Ov:Hw nR0H We expect staff at all levels and in all areas of DCS to be committed to fair, effective and efficient complaint handling for all our customers. Code of Ethics and Conduct for NSW Government Sector Employees, NSW Procurement Board Complaint Management Guidelines. If an employee is a health practitioner to which thenon-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code. If our staff member is unable to find a resolution, the customer can request a review of the issue and this review must be independent. Use this advice for radiation incidents which require a RIB. Complaints Manage ment Policy . Procedure has been revised to reflect the new incident management system, ims+, and the revised NSW Health Complaints Management Policy and Guidelines. Consumer Complaints Management . -H30tYec`?Uv V0x
Any incident or injury affecting a staff member is entered separately as a worker specific incident. The DCS Complaints Handling Procedure provides step-by-step actions for you to take whenever you receive a complaint at DCS. y9L&(yqo{|c[3-|q:n "BlE5n#K9X+
>> We expect staff to respond to complaints quickly and where possible, resolve a customers complaint at the first contact with DCS or any of our agencies. Any procurement complaints need to be referred to the DCS Chief Procurement Officer and the NSW Procurement Board Complaint Management Guidelines should be followed. This policy applies to all complaints received by DCS or our agencies about our services and the handling of a complaint. We take anonymous complaints as seriously as any other complaint and we will investigate them, where possible. NSW Health RTO encourages all students to resolve concerns or difficulties directly with the . YeP&VD&0* }J Complaints, allegations or grievances made by staff about other staff members are not recorded as Consumer Feedback. Title change. At DCS, all staff need to commit to our six Customer Service Commitments: We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. ^6)jI.R&>;FV > Where a complaint involves multiple areas within DCS, responsibility for communicating with the person making the complaint and/or their representative will also be coordinated. Whilst NSW Health makes every effort to ensure the accuracy of the information presented, it does not purport to be a comprehensive list of applicable legislation and policies, or to render legal advice. Y\J{?g
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*FB4|jM2GS%h2^.0+%nGCD[Tao3dF4Lc3~B[#}c~pZ1N\Zfn0R#AtJlo\D`_-"|!ezl! We acknowledge the Traditional Custodians of the land on which we work and live, the Gadigal people of the Eora Nation, and recognise their continuing connection to land, water and community. Resources and Support Services for Health Providers, Frequently Asked Questions - Health Providers, NSW Civil and Administrative Tribunal (NCAT), Cancelled or suspended health practitioners, Mrs Geraldine Lumba Dizon Registered Nurse Registration cancelled for professional misconduct and unsatisfactory professional conduct, Mr Samuel Scheggetman Enrolled Nurse Disqualification for unsatisfactory professional conduct and professional misconduct, Ms Allison Maree Black Enrolled Nurse Registration cancelled and prohibition order for Unsatisfactory Professional Conduct and Professional Misconduct, Mr Paul Marvyn Acquino Villanueva Disability Care Worker, Information in a language other than English. Email: hccc@hccc.nsw.gov.au
On 5 September Create NSW's chief executive, Annette Pitman, told estimates: "There's only one conservation management plan that we have produced. communicate with them through their preferred method and, where required, through their preferred representative. %PDF-1.6
%
"HxsRy,*!sVdr3L;4Kf$(d_6 Use the templates below from 14 December 2020 onwards. Policy documents applicable to the NSW Health system. Teamwork, Culture and Person Centred Care, National Safety and Quality Health Service Standards, Healthcare Safety and Quality Capabilities, Use this guidance for interim reporting arrangements, Reportable incident brief (RIB) template (V2), Appointment of preliminary risk assessment team, Standing appointment of preliminary risk assessment team, Standing appointment of core SAER team members (V1.1), Standing appointment of safety check team, Concerns about individuals safety check, Appointment of Corporate Harm Score 1 review team, Concerns about individuals Corporate Harm Score 1 review, Changes to incident management policy terminology, Changes to policy and legislation slides for local presentation brief, Changes to policy and legislation slides for local presentation long, PRA factsheet for patients, carers and families, Process for appointment of a team for a privileged Preliminary Risk Assessment, Dedicated family contact - Role description, Dedicated family contact - Lead role description, Dedicated family contact - Factsheet for staff, Dedicated family contact - Factsheet for patients, families, and carers, Dedicated family contact - Presentation slides (Long), Dedicated family contact - Presentation slides (Short), Dedicated Family Contact Information Pack, Serious adverse event review processes (SAER), Incident management requirements Information for NUMs and MUMs, Systems analysis of clinical incidents - London Protocol, Concise Incident Analysis workbook for teams, Comprehensive Incident Analysis workbook for teams, Infographic - Serious corporate incident management, Serious corporate incident management end to end process end-to-end process, Serious corporate incident management processes slides for local presentation, Serious corporate incident management - Staff factsheet, What to expect when a serious incident occurs summary (English), What to expect when a serious incident occurs summary (Arabic), What to expect when a serious incident occurs summary (Chinese Simplified), What to expect when a serious incident occurs summary (Chinese, What to expect when a serious incident occurs summary (Greek), What to expect when a serious incident occurs summary (Hindi), What to expect when a serious incident occurs summary (Italian), What to expect when a serious incident occurs summary (Korean), What to expect when a serious incident occurs summary (Spanish), What to expect when a serious incident occurs summary (Filipino), What to expect when a serious incident occurs summary (Vietnamese), What to expect when a serious incident occurs booklet, Seclusion and Restraint in NSW Health Settings (PD2020_004), Managing Child Related Allegations, Charges and Convictions Against NSW Health Staff (PD2020_044), Complaint Management Guidelines (GL2020_008), Coroners Cases and the Coroner's Act 2009 (PD2010_054), Corrupt Conduct Reporting to the Independent Commission Against Corruption (ICAC) (PD2016_029), Data collections Disclosure of unit record data held for research or management of Health Services (PD2015_037), Death - Management of a Sudden Unexpected Death in Infancy (PD2019_035), Electronic Information Security Policy NSW Health (PD2020_046), Injury Management and Return to Work (PD2022_002), Investigation, Review and Reporting of Perinatal Deaths (PD2022_026), Managing Complaints and Concerns About Clinicians (PD2018_032), Medication Medication Handling (PD2022_032), New South Wales Health Services Functional Area Supporting Plan (NSW HEALTHPLAN) (PD2014_012), NSW Health Patient Safety and Clinical Quality Program (PD2005_608), Reporting of Maternal Deaths to the NSW Clinical Excellence Commission (PD2021_006), Enterprise-wide Risk Management (PD2022_023), Significant Legal Matters and Management of Legal Services (PD2017_003), Working with Children Checks and Other Police Checks (PD2019_003), Work Health and Safety: Better Practice Procedures (PD2018_013), Guidance for using Incident Decision Tree, Health Administration Amendment (Serious Adverse Event Reviews) Regulation 2020, Health Records and Information Privacy Act 2002, Health Records and Information Privacy Regulation 2017, Privacy and Personal Information Protection Act 1998, Private Health Facilities Regulation 2017. We resolve complaints quickly and flexibly. Complaints process What to expect when making a complaint. The staff member handling a complaint must not be the staff member whose conduct or service is being complained about. endstream
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<. Access legislation via NSW Health Legal compendium. `03p a parent or guardian of the person or child concerned. zO2GKAI$-$"/v8d#KDCU/FQt/cPr7*5D{] wMuyv^
uW4COc^^H}DB[QS[[T[Q[S0GGMU/':Ol_.,ygH=4. You can track the progress of your complaint online. It also applies to all our activities that involve receiving or managing complaints from the public made to or about us, regarding our services, staff, and complaint handling. We address each complaint with integrity and in an equitable, objective, and unbiased manner. 10,108 Complaints received 2021-22 (16.2% increase compared with 2020-21) 88.5% of resolutions that proceeded were resolved or partially resolved. The Commission assesses all written complaints carefully by gathering relevant information to determine the appropriate outcome. 0
This policy and procedure applies to grievances, concerns and complaints about: the behaviour of people in the workplace, including discrimination, harassment, sexual harassment, bullying and victimisation as described in the following policies: o Equal Employment Opportunity o Anti-Discrimination o Harassment o Workplace Bullying; Guidance for staff related to staff grievances and public interest disclosures is set out in separate policies. 0
Your request will be escalated internally to an appropriate person for review and response. 85 0 obj
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This Policy and Procedures is intended to ensure all complaints are handled fairly, efficiently and effectively. Discover the changes in this two-minute explainer. *X !.3 IzV.AcD{%T?+u4Z7A}ZSD.10~;yW
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;BdV)I$lE Thirty-eight per cent of complaints were investigated or managed through a health or performance stream (national 40%; NSW 34%), but the national system investigated more matters (national. Non-registered Health Practitioners We also expect that the services we provide will be conducted in an ethical and transparent manner and that our staff comply with the values and obligations of both the DCS Code of Ethics and Conduct and our Conflict of Interest Policy. 4 0 obj
Does a practitioner have to see a patient? Contents . Our Issue 12 cover star is Madison de Rozario, Paralympic gold medalist, world record holder and Aussie sports hero. If you would like to speak to someone at the Commission for more information before you lodge a written complaint you can contact the Inquiry Line during business hours, Monday to Friday from 9am 5pm on 1800 043 159 or submit an online inquiry. %PDF-1.6
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Check your reaction - It is natural to . Health Administration Regulation 2020 Health Care Complaints Act 1993 Health Care Liability Act 2001 Public Interest Disclosures Act 1994 Policy directives PD2016_029 - Corrupt Conduct - Reporting to the Independent Commission Against Corruption (ICAC) PD2016_027 - Public Interest Disclosures Information for NSW Health immunisation providers, Your Room - Information about alcohol and other drugs, Preconception, maternity, and child and family health, Interpreting/translating and multicultural health services, Centre for Medicinal Cannabis Research and Innovation, Policy directives, guidelines and information bulletins, Government Information Public Access Act (GIPA), PD2016_029 - Corrupt Conduct - Reporting to the Independent Commission Against Corruption (ICAC), PD2006_007 - Complaint or Concern about a Clinician - Principles for Action, GL2006_023 - Complaint Management Guidelines, GL2006_002 - Complaint or Concern about a Clinician - Management Guidelines, Statutory Privilege under section 23 of the Health Administration Act 1982, Incident management, complaints, public interest disclosures and disciplinary/grievance procedures. Policy Distribution System Current as at: Tuesday 26 October 2021 Contact page owner: NSW Health The Code also informs consumers what they can expect from relevant health organisations and their employees. They are that we: This policy and the accompanying Complaints Handling Procedure provide details on the processes, timeframes, and expectations that these principles drive. Our commitment is that we will acknowledge a complaint within four (4) working days of receipt and will communicate the resolution to the person making the complaint within 20 working days of receipt of their complaint. From 14 December 2020, use this template if completing the RIB in ims+ is not practicable. << stream
Complaining to or about DCS is free. joe.wehbe@gcc.nsw.gov.au Closing date: 15/05/2023 - 10:00 AM Targeted / Identified:, . Policy No: SSW_PD2007_035 Date Issued: September 2007 COMPLAINTS: MANAGEMENT OF A COMPLAINT OR CONCERN ABOUT A CLINICIAN 1. xKk@FY&}BqEN;rbk7(JdOcwL?=ug%A}[/a9:rw"'q1xPqe9}tnK;msLr@9
9"`sRC9P@C9/TRF!}9r9$\]C#X X,Ms"AsP#VAj\"@^|hnk
Our focus is always on the customer, including when dealing with feedback and complaints about our services, systems, practices, procedures, products, our staff and our complaint handling process. or call 1800 043 159 for further information. a relative, friend or representative chosen by the person concerned for the purpose of making the complaint. Our principles direct us to have clear processes and procedures. $#0(r6P$%O
I4EKxO Hospital and service business rules (accessed via this page for SESLHD staff) NSW Health Policy Documents The complaint alleged that on 29 - 30 July 2021, while working at Nepean Private Hospital, Mrs Dizon: The following legislation is also essential to the Commission's work: Public Health Regulation, Schedule 3 (Code of conduct for non-registered health practitioners) Public Health Regulation, Schedule 4 . We cant always provide the solution the customer would like. To be an independent review, the staff member reviewing the complaint must not have been involved in the initial investigation of the complaint. 3l
An anonymous complaint may mean that we wont be able to communicate the resolution to the specific customer making the complaint, but it can still help us improve our processes. The office is located close to Central Station and is accessible by wheelchair. HS731 External Complaints Procedure (Health and Safety Complaints by members of the public) <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.2 841.92] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>>
Refer to the guidelines or procedures relevant to your work area for the appropriate escalation procedure. State Records NSW - Complaint Handling Policy 5 The contact information of the person making a complaint; Issues raised by the person making a complaint and the outcome/s they want; Any other relevant information; and Any additional support the person making a complaint requires. providing regular reports to the Secretary on issues arising from complaint handling work, ensuring recommendations arising out of complaint data analysis are canvassed with the Secretary and implemented where appropriate, recruiting, training and empowering staff to resolve complaints promptly and in accordance with our policies and procedures, encouraging staff managing complaints to provide suggestions on ways to improve the organisations complaint management system, encouraging all staff to be alert to complaints and assist those responsible for handling complaints to resolve them promptly. Platform: YouTube Duration: 2m 24s, This video explains upcoming changes to serious incident management in NSW. xJ@[Ifwg@)h[EP1i
I;i+&z6a!`LGwcCZdce@ d[n3+x=LG -uAD`1P )D,02a7bmAMLI5Ej(j! 4h$hA$p?=[ KA8ox1t/bD*mMx%VO-? Rrj!N%nB&e7F
cn06V(1/{qg/#fkKp90Y/bU5?uW)j!AKpMT :D2eZNExb8a85#[F9bk:`CglCz"{.[C['8V_Y'UBw/me?e. The definition of a service request will vary depending on core functions being delivered by DCS or the relevant divisional agency. DCLtIxA\dldy\MF_/08\ |gxn> `%LG`c. This Policy and Procedures provides guidance on the key concepts of the complaint management procedures to Public Service Commission (PSC) staff and those people who wish to make a complaint. READ ACKNOWLEDGEMENT A complaint covered by this policy can be distinguished from: All policies, procedures, practices, staff, hardware, and software used by us in the management of complaints. An overview of the complaints management process is provided below. Customer Engagement Framework and Strategies, Resolving concerns about your health care, Prosecuting complaints about registered practitioners, Frequently Asked Questions - Health Consumers, Covid-19 and Covid-19 vaccines - best advice. Visitors should also be aware of the general disclaimer applicable to this site.. All NSW Health organisations are to maintain a risk register which provides an accurate and complete record of risk assessment and management activities. Staff are also encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaints management system. Where a complaint involves a number of government agencies and/or other parties (for example, if it relates to a service or transaction performed by a service provider), we will work with the other parties where possible, to ensure communication with the person making a complaint and/or their representative is clear and coordinated. Health Service Providers will demonstrate their commitment to the appropriate management of complaints by providing sufficient leadership, resources, training and support to staff in the receipt, recording, investigation, resolution and reporting of complaints. . We actively support customers to register their complaint. There are three key types of policy documents that apply to SESLHD, with further details on this page below. Notify incidents in the new ims+ incident management system. Australia . The project reviewed research on good complaints management, surveyed 53 health care Please enable scripts and reload this page. Watch on YouTube.Platform: YouTube Duration: 12m 43s, This two-minute video describes the process for preliminary risk assessments in NSW Health. We also ensure that if the customer is not happy with the outcome of our internal review, we inform the customer of the steps they need to take to make a complaint to the NSW Ombudsman or to the NSW Civil and Administrative Tribunal (NCAT) where the complaint relates to a decision that NCAT has jurisdiction to review. Expression of dissatisfaction made to or about us, related to our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. %%EOF
Complaint Management Policy Page 1 of 4 Version: 1.1 Effective 25 February 2021 . requests for explanation of policies, procedures, and decisions. Staff may use this complaint management process when complaining on behalf of the patient/consumer. The Health Care Complaints Commission is an . However, it is likely to include: anyone who lives, works, or invests in NSW, including businesses, are customers of DCS. The framework and strategies pursued under the framework fulfil the Commission's commitment to: Inform stakeholders about our role and services by strengthening our channels of communication. Source: NSW Health Complaints Management PD2020_013 %
Incidents Complaints and Feedback Management Policy Date: August 2018 Version: 4.0 Classification: FOUO Other relevant Healthdirect Australia documents The following policy documents are relevant to this Service Incident, Complaint and Feedback Management Policy. Central Coast Council P: 1300 463 954 E: ask@centralcoast.nsw.gov.au W: centralcoast.nsw.gov.au A: Wyong: 2 Hely St / PO Box 20, Wyong NSW 2259 Gosford: 49 Mann St / PO Box 21, Gosford NSW 2250 Complaints and Feedback Management Policy November 2021 Policy No: CCC 012 Policy owner: Approved by: Date of approval: Policy category: a health service provider or other concerned person. %
The Greyhound Welfare and Integrity Commission, the Independent Pricing and Regulatory Tribunal, and the Information and Privacy Commission are exempt from this policy. 1.2 Scope Prevention and Management of Workplace Bullying in NSW Health Summary Provides guidelines for the prevention and management of workplace bullying in NSW Health workplaces. hb```Vk!10plLe( The NSW Ombudsman expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. The CEC has consulted with radiation experts. Incident Management Policy (PD2020_047) requirements started on 14 December 2020. endstream
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