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

Key Words

Peter Imboy