HOSPITAL OMBUDSMAN
GENERAL INFORMATION
ROLES AND FUNCTIONS OF THE HOSPITAL OMBUDSMAN
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Receiving complaints from clients on the quality of services they have received in hospitals. This includes, but is not limited to, delays, rudeness, incorrect advice, and failure to adequately respond to emergencies.
- Assessing complaints by either:
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Investigating the complaint in accordance with the complaint handling procedure (pg.14); or
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Promptly referring to the OoO, regulatory bodies, or other appropriate offices when the matter is beyond the scope of the HO; or
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Dismissing the complaint with the service user and closing the file if it lacks merit.
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Providing information on the outcome of the complaint to the service user and the Facility in charges.
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Recording, documenting and tracking complaints in accordance with the established case management and filing system (pg.16).
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Providing quarterly reports to OoO, QMD and DHSS.
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Informing the public on the citizen's health service charter.
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Administering client exit interviews.
- Facilitating mediation team meetings whenever necessary.