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25 Jan 2010 01 Introduction: The Commissioner gives an overview of the aim of the Commission and talks about why patients complain.
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25 Jan 2010 02 Inquiry Service: People who have concerns about health care can contact the inquiry service. It is explained how the inquiry service can assist.
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25 Jan 2010 03 Assessing Complaints: This video explains what happens when a written complaint is received and how the Commission assesses each complaint.
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25 Jan 2010 04 Reviewing an assessment decision: Complainants can request a review of the Commission’s assessment of a complaint.
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25 Jan 2010 05 Resolving complaints - assisted resolution: Some complaints may be suitable for assisted resolution. The Commission can support the complainant and provider in resolving the issues that led to a complaint.
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25 Jan 2010 06 Resolving complaints - conciliation: Conciliation is a formal way of resolving the issues raised in a complaint. Usually, it involves a meeting with all parties led by an independent conciliator.
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25 Jan 2010 07 Investigating complaints: The Commission investigates complaints that raise serious issues of public health and safety. What happens during an investigation is explained in this video.
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25 Jan 2010 08 Prosecuting complaints: The Commission may prosecute health practitioners before a disciplinary body where it found evidence for unprofessional conduct.
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