www.mhcc.vic.gov.au

Our approach

The Mental Health Complaints Commissioner (MHCC) regularly meets with staff from public mental health services to discuss the most effective ways to resolve complaints.

I think the MHCC has provided a strong voice for the consumer who has been affected and this is a good thing. It has assisted our service to be more person-centred.   (Service provider)

The MHCC has encouraged us to engage with complaints and feedback more than we might otherwise do through our internal complaints system.    (Service provider)

Our approach with services is to be collaborative and identify opportunities for improvement together. Together we:

  • work together with consumers to resolve complaints and identify opportunities for improvement
  • analyse trends in complaint data, both state-wide and in each service
  • discuss progress made on recommendations we have made to services in individual complaints

The MHCC and services are guided by the ‘4 As’ of complaints resolution, which are positive outcomes that can result from a complaint.

Work in progress

The MHCC’s Driven by lived experience framework and strategy guides how we will work with services, including lived experience staff, to highlight and promote better practices. Our priorities are to:

  • develop a complaints self-assessment tool for services that shares positive examples of complaints processes, cultures and other initiatives developed with people with lived experience. This will support staff to review and improve their approach to complaints, and inform the MHCC’s planning and delivery of training and education to services.
  • develop an education package based on common complaint themes to drive service improvement.
  • develop practical guidance on the mental health principles, including examples of effective resources and initiatives developed within mental health services and with lived experience input.
  • work with services to ensure local complaints reports help to identify areas for improvement.
  • continue to meet with senior service staff, including lived experience representatives, to work together on ways to improve the mental health system.

Please contact us if you would like to be involved in this work or have suggestions for other work with services.

Reviewed 14 April 2021

Mental Health Complaints Commissioner (MHCC)

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