Complaints about Canberra’s health services have increased by more than 70 per cent since 2018-19, according to the ACT Human Rights Commission’s annual report.
Releasing the Annual Report 2021–22, Human Rights Commissioner Helen Watchirs said the Commission received an increase in health and discrimination complaints last year, as well as a 15 per cent increase in financial support applications from victims of crime.
“The Canberra community continues to trust our services, our staff and the support we provide across a range of areas,” Dr Watchirs said.
“For example, our complaints handling services provide Canberrans with a comprehensive and accessible means of resolving their concerns, and people often come to us when they have been unable to resolve a concern or deal with an issue informally,” she said.
“The Commission also worked with thousands of victims of crime over the year, operating as a one stop shop and providing support, advocacy and financial assistance.
“For the fourth year in a row, community demand for services provided through Victim Support ACT has continued to rise.”
Dr Watchirs said that in 2021-22, 1,164 Canberrans made a complaint to the Commission, with 248 of those complaints related to discrimination, a 30 per cent increase on the previous year and 70 per cent since 2018-19.
“The complaint handling team responded to 580 health service-related enquiries and received 775 health service complaints, a 21 per cent increase since 2020–21 and a 72 per cent increase since 2018–19,” the Commissioner said.
“As with previous years, many complaints relate to treatment, the professional conduct of health practitioners, and communication between practitioners and patients about consent, expectations of treatment and risks associated with particular treatments or procedures.”
She said services were provided to over 3,000 victims of crime, and over 570 victims of crime applied for financial assistance.
“We also improved our systems, resulting in a 21 per cent increase in the amount of financial assistance paid to victims of crime,” Dr Watchirs said.
“Seventy-five per cent of complainants said our complaints process was fair and 77 per cent said it was accessible.”
The Commission’s 128-page annual report can be accessed at this PS News link.
