Annual report 2023-24
Learn more about how we ensured accountable and transparent notification, registration and accreditation processes in 2023–24
Ombudsman and Commissioner's message
I am honoured and energised to begin my third term as Ombudsman and Commissioner following my reappointment by Health Ministers in 2023–24. This financial year we’ve seen rapid changes to health practitioner regulation in response to evolving workforce and community needs. This environment has highlighted my office’s unique importance as a champion of fairness and good administrative processes.
My office has continued its commitment to ensuring accountable and transparent accreditation processes since the expansion of our role in early 2023. The first part of my Processes for Progress review: A roadmap for greater transparency and accountability in specialist medical training site accreditation was published in November 2023. The report outlined practical, outcomes-focused recommendations based on 5 key reform areas. I welcomed Health Ministers’ policy direction regarding the development of an implementation plan for my office’s suggestions for reform. The implementation plan is well underway, with ongoing recognition that a collaborative and coordinated approach is necessary to achieve positive, systemic change.
Our ability to affect meaningful systemic change comes from our commitment to really listening and taking the time to understand the root causes of a complainant’s negative experience. This financial year my team effectively managed a small increase in Ombudsman complaints (691 complaints, up from 663 in 2022–23) and privacy complaints (12 privacy complaints, up from 9 in 2022–23). My office regularly talks about complaints as ‘gifts’ because they highlight how a process could be improved to benefit others. I thank the organisations my office oversees that have embraced this commitment to continuous improvement.
Richelle McCausland
National Health Practitioner Ombudsman
National Health Practitioner Privacy Commissioner
Milestones in 2023–24
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We published A roadmap for greater transparency and accountability in specialist medical training site accreditation, outlining the findings and recommendations of part 1 of our Processes for Progress review
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The Ombudsman and Commissioner joined the expert panel for the independent review of the regulation of podiatric surgeons
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We contributed to public consultations on the regulation of health practitioners who perform and who advertise non-surgical cosmetic procedures and proposed reforms to the Health Practitioner Regulation National Law
Actively creating a healthier regulatory system
Our office undertakes independent reviews and own motion investigations into systemic issues to achieve positive change in the regulation of Australia’s registered health practitioners. Learn more about some of our important work in this area.
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Read the Part 1 report
Processes for Progress - Part 1
In November 2023 we published part 1 of our Processes for Progress review: A roadmap for greater transparency and accountability in specialist medical training site accreditation. Health Ministers requested that our office to undertake a review of the complaints and appeals processes of accreditation authorities and specialist medical colleges. Health Ministers then broadened the review’s scope to consider the procedural aspects of accreditation processes more generally to ensure fairness and transparency.
The part 1 report outlines the review’s findings on key processes for specialist medical training site accreditation in relation to 5 priority areas for improvement.
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Read the review's report
Independent review of the regulation of podiatric surgeons in Australia
In October 2023 Ahpra and the Podiatry Board of Australia commissioned an independent review of the regulation of podiatric surgeons in Australia. The Ombudsman and Commissioner was pleased to join the review’s expert panel, assembled by the independent reviewer, former New Zealand Health and Disability Commissioner and Parliamentary Ombudsman Professor Ron Paterson.
One of the review’s significant findings was that there was widespread confusion about the use of the term ‘podiatric surgeon’. As the review succinctly summarised: ‘when people hear “podiatric surgeon” they assume the practitioner is medically qualified’. The review also found opportunities to improve the regulatory framework for podiatric surgeons because it ‘does not currently assure of safe practice.’
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Learn more about the review
Vexatious notifications framework review
This financial year we worked towards finalising our independent review of the implementation of Ahpra’s framework for identifying and dealing with vexatious notifications.
Ahpra invited the Ombudsman to complete this review after it introduced its framework for managing vexatious notifications in late 2020. The review has considered Ahpra’s approach to vexatious notifications and has proposed recommendations for improvement.
The Ombudsman has provided the review’s report to Ahpra for consultation in line with the agreed terms of reference. The report will be published in 2024–25.
We cultivate a future-ready office where people thrive
We strive to ensure our staff feel safe, supported and included. This financial year we have focused on ensuring that our people have the right knowledge, skills and expertise to make a difference in the National Scheme. In 2023–24 we focussed on creating and supporting:
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team cohesion and improving capability
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safe activity-based workspaces
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diversity and inclusion.
