Complaints Assessment Unit

The Complaints Assessment Unit (CAU) receives complaints from Call Centre and resolves all Medium Risk Rated complaints related to breaches of norms and standards in various health establishments. The CAU deals with complaints regarding inappropriate medical treatment, clinical mismanagement and other healthcare related complaints from various health establishments.

The CAU Assessors apply their specialised skills and clinical expertise in the assessment and resolving all Medium Risk Rated complaints. In order to ensure procedural fairness and proper assessment of each case, our assessors interact with all parties involved, evaluate the evidentiary material, conduct a comprehensive assessment of each case formulate findings and recommendations. All High and Extreme Risk Rated complaints are escalated to the Complaints Investigation Unit for further management.

Upon conclusion of each assessment, the Ombud produces a Report with findings and recommendations. The Office monitors the implementation of the recommendations within the healthcare system to protect and promote safe and quality healthcare services.