Resolving patients complaints about hospitals: responsive regulation by health ombudsmen on flickr

Project leader(s)

(ARC Discovery Project) The voice of patients can be hard to hear above those of the many vested interests in the health sector. Complaints by patients offer an important window through which to focus on the quality of health services provided by professionals and by organisations, such as hospitals.

This project (managed from Sydney University) investigates the strategies undertaken by the health care complaints commissions in resolving complaints by patients about health services. This three-year project (2010-2012) examines the responses of health care complaints commissions to complaints by patients about hospitals in New South Wales and Queensland. It explored how hospitals responded to Commission decisions in cases that called for systemic improvements by hospitals.


Image: Emeritus Professor John Braithwaite

Professor John Braithwaite

John Braithwaite is an Emeritus Professor and Founder of RegNet (the Regulatory Institutions Network), now School of Regulation and Global Governance (RegNet) at the Australian National University...

Judith Healy

Dr Judith Healy

Dr Judith Healy has a degree in Arts from Adelaide University, a masters degree in social work from the University of North Carolina in Chapel Hill, USA, and a PhD in...

Professor Merrilyn Walton

Merrilyn is Professor of Medical Education (Patient Safety) in the School of Public Health, University of Sydney

 Society, safety and health cluster hero

Society, safety and health

The Society, Safety and Health cluster has four research themes:

  • Policy processes and the social determinants of health inequities
  • Governance for health equity
  • Food systems, nutrition and climate change
  • Regulation and governance of health care systems

Updated:  10 August 2017/Responsible Officer:  Director, RegNet/Page Contact:  Director, RegNet