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Clinicial complaints

Complaints about clinical staff performance, and clinical incidents.

Making a complaint

As a Queensland Health clinician—If you have concerns about the performance of any clinician you should discuss these with your line manager. It is the responsibility of the manager to ensure that the concerns are escalated using the correct process at the facility. For example, a complaint about the performance of a doctor should be escalated to the Director of Medical Services at the facility.

Where you have a concern about the clinical performance of you own supervisor, you should contact the professional head of that profession e.g. the Executive Director of Medical Services, the Director of Nursing or the Director of Allied Health.

If the concern is about a professional head at a facility, you should raise the issue with the Hospital and Health Service Chief Executive or the Chief Executive Officer of Health Support Queensland.

Clinical incidents

A 'clinical incident' is any event or circumstance which has actually, or could potentially, lead to unintended and/or unnecessary mental or physical harm to a patient of a health service facility. Clinical incidents include adverse events (harm caused) and near misses (no harm caused).

Public risk

If you believe a clinician (or a method of clinical practice) is a risk to the public and you do not believe local measures are resolving the situation, you can report the matter directly to the relevant health professional registration board, for example the Office of the Health Ombudsman.

Managing complaints—the process

The way a complaint about clinicians is managed will depend on the process in place at the facility.  Your line manager should provide you with this information when you raise your concerns.

Review/appeal options

Your review/appeal options will also differ depending on the process in place at the facility.  When you are advised of the outcome of your complaint you should also be provided with information on your review/appeal options.

Last updated: 5 January 2017