title: Approaches to management of complaints and notifications about health practitioners in Australia.
abstract: In 2005, the Australian Productivity Commission made a recommendation that a national health registration regimen and a consolidated national accreditation regimen be established. On 1 July 2010, the National Registration and Accreditation Scheme (NRAS) for health practitioners came into effect and the Australian Health Practitioner Regulation Agency (AHPRA) became the single national oversight agency for health professional regulation. It is governed by the Health Practitioner Regulation National Law Act (the National Law). While all states and territories joined NRAS for registration and accreditation, NSW did not join the scheme for the handling of complaints, but retained its existing co-regulatory complaint-handling system. All other states and territories joined the national notification (complaints) scheme prescribed in the National Law. Because the introduction of NRAS brings with it new processes and governance around the management of complaints that apply to all regulated health professionals in all states and territories except NSW, where complaints management remains largely unchanged, there is a need for comparative analysis of these differing national and NSW approaches to the management of complaints/notifications about health professionals, not only to allow transparency for consumers, but also to assess consistency of decision making around complaints/notifications across jurisdictions. This paper describes the similarities and differences for complaints/notifications handling between the NRAS and NSW schemes and briefly discusses subsequent and potential changes in other jurisdictions.
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Claudette S
authors.initials: CS
authors.lastname: Satchell
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Merrilyn
authors.initials: M
authors.lastname: Walton
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Patrick J
authors.initials: PJ
authors.lastname: Kelly
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Elizabeth M
authors.initials: EM
authors.lastname: Chiarella
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Suzanne M
authors.initials: SM
authors.lastname: Pierce
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Marie T
authors.initials: MT
authors.lastname: Nagy
authors.affiliation: Queensland University of Technology, 2 George Street, Brisbane, Qld 4000, Australia. Email.
authors.forename: Belinda
authors.initials: B
authors.lastname: Bennett
authors.affiliation: The University of Sydney, NSW 2006, Australia. Email: ; ; ;
authors.forename: Terry
authors.initials: T
authors.lastname: Carney
mesh_terms: D001315:Australia; D003657:Decision Making; D006282:Health Personnel; D009517:New South Wales; D017060:Patient Satisfaction