Health Organisations

In NSW, the Health Care Complaints Commission manages complaints about health organisations including public and private hospitals, clinics, correction and detention facilities, pharmacies, community health services, day procedure facilities, natural therapy and massage centres and cosmetic clinics.

When the Commission receives a complaint about a health organisation, it will usually seek a response from that organisation. In some cases, during the management of a complaint, concerns about individual practitioners may also be identified. When this happens, the practitioners may be required to provide additional information to the Commission to address those concerns. The Commission’s Complaints Management Framework outlines how the Commission manages complaints about health organisations and provides information about possible outcomes.

The Code of Conduct for health organisations applies to bodies which provide health services, who are not health practitioners, except certain organisations such as public hospitals, aged care facilities under the Aged Care Act 1997 , and licensed private health facilities (a ‘relevant’ health organisation). The NSW Code of Conduct for health organisations is set out in Schedule 4 of the Public Health Regulation