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Recommendation 18: Developing resources to support accessibility of the report and complaint system

Category
Complaints
Owner
CEO
Status
Implemented

The recommendation

Ambulance Victoria should:

  1. develop information guides and fact sheets that clearly outline:
    1. the internal and external pathways to make a complaint
    2. the support services available to all those involved in report and complaint processes, including complainants, respondents and witnesses
    3. what complainants, respondents and witnesses involved in a complaint process should expect, such as timeframes, what information they will receive, expected standards of service and how their information will be handled
    4. the outcomes available through a report or complaint process.
  2. ensure that the information guides and fact sheets are available across workplaces, including electronically and as physical hard copies, and updated annually.

What we are doing

  • Develop information guides and fact sheets on the new reports and complaints model
  • Publish and share the information guides and fact sheets widely and update them annually

Where we are up to

18/04/2024

Ambulance Victoria has developed information guides and fact sheets about the new report and complaint system. These resources include tailored information for complainants, witnesses, respondents, and leaders covering a variety of topics including details on internal and external pathways to make a complaint, our processes, resolution pathways, and available support services.

Ambulance Victoria has also developed a dedicated support pack for leaders to enhance their ability to support their teams. All resources have been published on Ambulance Victoria’s intranet and are readily available for downloading, sharing, and printing.

In addition, Ambulance Victoria has developed and distributed A3 informational posters throughout the workplace to promote awareness and action against harmful behaviour, featuring QR codes that connect to AV SpeakUp (an anonymous reporting pathway) and our internal complaint pathways to Professional Standards and Behaviours Department. To maintain the highest quality and relevance, a thorough continuous improvement process is in place, ensuring regular reviews, updates, and development of new materials where necessary.

05/06/2023

Ambulance Victoria has commenced development of educational material about the Professional Standards and Behaviours Department, including information guides and fact sheets.

10/02/2023

  • In 2022, Ambulance Victoria began work to design a Professional Standards & Behaviours Department to replace the existing Professional Conduct Unit. In early 2023, the first new members of this department will join AV and we will finalise the operating model and organisational structure. This will enable us to commence development of resources, such as information guides and fact sheets, that will provide our people with certainty about our new people-centred and trauma-informed approach to managing complaints, to support an improved experience for our people.

29/07/2022

  • AV will start work to develop resources to support the accessibility of the Professional Standards and Behaviours Department once key staff are recruited and other foundational work is progressed.

Timeframe

Q1 FY24

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