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Recommendation 21: Learning lessons and improving service delivery at the earliest opportunity

Category
Complaints
Owner
CEO
Status
Implemented to a moderate extent

The recommendation

Ambulance Victoria should:

  1. develop standard processes for seeking feedback from all parties involved in a complaint, with a view to identifying and intervening against any victimisation and informing practice and service improvements
  2. provide guidance to those who manage and handle complaints on the factors that should inform analysis of organisational and systemic issues
  3. ensure that staff members with complaint handling and management responsibilities hold relevant skills, training and expertise to undertake root cause analysis of organisational and systemic issues.

What we are doing

  • Develop process to seek feedback from parties to a complaint, inc to identify and intervene against any victimisation and enable continual improvement
  • Provide guidance to complaint managers on the factors to inform analyses of organisational and systemic issues

Where we are up to

05/06/2023

Ambulance Victoria has developed an anonymous participant experience survey that is provided to all participants in any complaints process that began on or after 5 June 2023. AV will regularly review and report on the results to our workforce.

28/03/2023

  • Develop process to seek feedback from parties to a complaint, including to identify and intervene against any victimisation and enable continual improvement.
  • Provide guidance to complaint managers on the factors to inform analyses of organisational and systemic issues.

29/07/2022

  • AV will start work to develop standard processes to ensure continual improvement in the new reports and complaints system once key staff are recruited and as part of work to design the new operating model.
  • AV is giving careful consideration to the capabilities needed to administer the new reports and complaints system, as part of work to design the proposed structure and roles for the Professional Standards and Behaviours Department.

Timeframe

To be confirmed

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