The RNZCGP have detailed guidance notes that can support you. Pinnacle pay 50 per cent of Healthy Practice fees that holds a number of policy templates. Indicator 1 plays a huge part of this.
1.1 The practice understands, promotes and implements the Code of Health and Disability Services Consumers’ Rights 1996
One of the changes within this indicator from the previous standard is the requirement for practices to have an open disclosure policy and also an example of how they have used it with a recent incident. Open disclosure is the process for ensuring that open, honest, empathic and timely discussions occur between patients (and/or their support person/whānau) and health staff after an adverse event.
Ensure that your practice’s complaints process and incident management process is up to date and that there is an operational complaints register. Is there a way a person can make a complaint without putting it in writing? This is particularly important during times such as the Alert Level 4 pandemic where patients are not being seen face to face. Does your policy cover this?
The RNZCGP have an overview video on vimeo which you may find useful.
Michelle Bayley, Quality and performance lead
027 590 1241