Strategic Plan

The Health and Disability Services Complaints Office (HaDSCO) Strategic Plan 2023-27 sets out the key priorities under Service One and Service Two. The Strategic Plan provides an overarching guide by which operational and business plans are developed and outlines four areas of strategic focus: complaints, educate and train, governance and respond to changing environments.

Complaints

Receive, Resolve, Reform

Manage Complaints in a professional, impartial, confidential and efficient manner with quality outcomes.

• We ensure our services are accessible to individuals who wish to make complaints about services provided by health, disability and mental health service sectors.
• We provide an impartial, efficient and high quality complaints service to resolve individual complaints through complaint assessment, negotiated settlement, conciliation, or investigation.
• We work with the relevant parties to facilitate redress where appropriate and to identify systemic improvement.

Educate and train

Engage, Evaluate, Educate

Inform, educate and empower the community and service providers to prevent complaints.

• We contribute towards keeping communities well informed about complaints resolution processes across the health, disability and mental health sectors.
• We monitor and evaluate systematic trends in our complaints to inform opportunities for improvement, including through engagement and education.
• We provide guidance to service providers to assist in the development of appropriate internal complaints management systems that are 'fit for purpose'.

Governance

Cooperate, Comply, Communicate

Deliver our services within a sound governance framework.

• We operate in accordance with high level ethical principles, abide by all public sector requirements and are respected for our integrity.
• We attract, develop and retain a skilled workforce with a culture that supports team work, professionalism, impartiality and responsiveness.
• We demonstrate our accountability to stakeholders by providing access to the principles, policies and procedures that govern our operations, and detail our commitment to them.

Respond to Changing Environments

Review, Respond, Redefine

Respond appropriately to our changing environments.

• We work with internal and external stakeholders to identify and evaluate emerging issues.
• We embrace and manage change in a work environment that is flexible and innovative in service design.
• We adapt our service delivery to meet the changing needs of stakeholders.

Find out more about HaDSCO in our Annual Report.