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Cover image for lecture: Healthcare Complaints and Investigations

Lecture Overview

This session looks at the role of the health complaints commissioner in resolving complaints made by the public in support of safe and ethical healthcare. Gain an insight into the framework for complaints and the type of complaints that reflect missed care by all health professionals. (The session focuses on Victorian legislation.)


Portrait of Karen Cusack
Karen Cusack

Karen Cusack was appointed Victoria’s inaugural health complaints commissioner in February 2017, to oversee the introduction of the Health Complaints Act 2016, which provides a process for complaints resolution about health services as well as processes for the investigation into health service providers who pose a risk to Victorians. Prior to heading up the office of the health complaints commissioner, Karen was corporate counsel of the Royal Women’s Hospital and has over 20 years’ experience as a senior lawyer. She has undertaken various postgraduate studies, including a Master of Laws from Monash University. Karen has held a number of board and statutory appointments and she is currently a member of the Disability Services Board and a board director of the Accident Compensation Conciliation Service. In 2017, Karen was appointed by the minister for health to an Expert Working Group advising on legislative reforms from "Targeting Zero: review of hospital safety and quality assurance in Victoria". Karen is passionate about the role she plays within the Victorian health sector. See Educator Profile


18 Total Rating(s)
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Donna Lee Apelu
30 Jan 2020


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Michele Selby
24 Oct 2019

Good presentation

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Trevor Lowe
22 Sep 2019

Good overall view of complaints process

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bronwyn ann beecroft
01 Jul 2019

Undertaken with a clear measured approach.

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louise ann mackie
25 Jun 2019


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Jennifer Ireland
23 May 2019

This was an extremely interesting resource as I dealt with complaints and compliments in my previous role. Love the reference to dealing at the lowest level. With tact and diplomacy complaints can sometimes stop with a simple apology.

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Patricia Gardner
06 May 2019

The title that has come up after the asthma and allergy video is a different title. I have continued to complete this form as I didn’t want to loose the points from the education. The allergy education was really good. The speaker was easy to listen to. It was well presented.

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Maria De La Fuente
06 Mar 2019

It very important to be aware of patients rights and that an organisation exist to deal with unsolved complaints, as well as maintaining a code of ethics in our profession.

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Karen Church
05 Mar 2019

Well presented. The speaker was very knowledgeable on this topic.

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Gillian Draper
03 Mar 2019

This was about the Victorian health system. But we do have similar for nsw.