Qld Health to pilot new complaint management system

Queensland Health director-general Michael Reid said on Thursday the project would allow health districts to better deal with low-level complaints, freeing the Ethical Standards Unit (ESU) for more complex investigations.

Crime and Misconduct Commission (CMC) complaints management software, called COMPASS, will be used to manage complaints and improve investigation timeframes and standardisation.

COMPASS provides statistical and trend information on complaints, which can be electronically monitored by the CMC.

Reid said complaints of official misconduct had increased since early 2006, but this was not a bad sign.

"In 2006-07 there were 219 complaints of official misconduct referred to the CMC, while last financial year, that rose to 304," he said.

"The increase in complaints referred to the CMC is due largely to increased ethical awareness, following a joint ESU and CMC state-wide education campaign."

The new system will cost about $375,000 over two years, with the six-month pilot project to be held in Townsville, Wide Bay and a third district to be decided soon.

If successful, the new system will be rolled out across the state from mid-2010.