The Australian Commission on Safety and Quality in Health Care (the Commission), the Australian Health Practitioner Regulation Agency (Ahpra) and the National Boards have been working on a joint project to explore whether there are opportunities to improve the consumer experience of making a health complaint in Australia.
The Commission and Ahpra initiated this work together because both agencies work across the health system using governance frameworks that support consultation with all jurisdictions.
The Consumer Health Complaints Reference Group (the reference group) was established in 2021 by the Commission, Ahpra, and the National Boards to provide advice on the joint project, including on project processes, areas for further work and collaboration and stakeholder engagement.
The reference group comprises representatives from health consumer organisations, Ahpra’s Community Advisory Council and Aboriginal and Torres Strait Islander Health Strategy Group, professional associations and the National Boards.
Recognising that Ahpra is one of many bodies managing consumer health complaints, we have sought regular engagement with health complaints entities in each state and territory. There has also been ongoing consultation with professional associations, professional indemnity insurers, health consumer organisations in each state and territory and also consumers with a lived experience of making a health complaint.
The project has contributed to the following outcomes