St Vincent’s Hospital Melbourne Historical Complaints Review
St Vincent’s Hospital Melbourne (SVHM)
Who funded the project
Karabena Consulting partnered with a SVHM research team to conduct a review of historical complaints made by Aboriginal and/or Torres Strait Islander patients.
Fifty patient complaints made between 2012 and 2021 were analysed using a co-developed internal assessment tool. We delivered a report documenting the thematic analysis of the complaints and systemic issues identified, and recommendations for the improvement of Aboriginal and Torres Strait Islander patient care.
Summary
The aims of the project were to:
Review complaints made by Aboriginal and Torres Strait Islander patients using co-developed internal assessment tool
Make recommendations for the improvement of Aboriginal and Torres Strait Islander patient care
Share research knowledge by producing peer-reviewed publications
Project Aims
To complete this project, Karabena Consulting:
Co-developed an internal patient complaints assessment tool that was inclusive of trauma-informed care and cultural safety
Developed an inclusion and exclusion criteria to identify complaints to be analysed
Reviewed 50 patient complaints and used the assessment tool to thematically analyse the complaints
Methodologies
The following outputs were produced:
an Expression of Interest form to identify SVHM staff who wanted to participate in the project
an internal SVHM patient complaints assessment tool
An internal historical complaints review report
There are plans to produce peer-reviewed publication(s).
Outputs
The findings and recommendations from the historical complaints review will be used to inform the development of SVHM’s meta policy to improve clinical care provided to Aboriginal and Torres Strait Islander patients.
Project Outcomes
Patient complaints review; patient complaints assessment; St Vincent’s Hospital Melbourne; trauma-informed care; cultural safety; hospital