{ "entity_id": "S-QLD-039", "folder": "Office-of-the-Health-Ombudsman", "name": "Office of the Health Ombudsman", "type": "Independent Statutory Authority", "jurisdiction": "QLD", "portfolio": "", "website": "https://www.oho.qld.gov.au/", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": false, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 7, "n_kpi_targets": 6, "n_kpi_results": 6, "n_outcomes": 1, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system. [AR p.10]", "official_site_url": "https://www.oho.qld.gov.au/", "source_documents": [ { "type": "annual_report", "title": "View a copy of the OHO annual report (PDF 3.5MB)", "url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "period": null, "confidence": "high" }, { "type": "strategie", "title": "Download the Office of the Health Ombudsman 2023–27 Strategic Plan (PDF 3MB)", "url": "https://www.oho.qld.gov.au/assets/uploads/OHO_Strategic-Plan-2023-2027.pdf", "period": "2023", "confidence": "medium" }, { "type": "strategie", "title": "Office of the Health Ombudsman 2019-23 Strategic Plan (PDF 1MB)", "url": "https://www.oho.qld.gov.au/assets/uploads/OHO-Strategic-Plan-2019-23_A3_updated2020.pdf", "period": "2019", "confidence": "medium" } ], "purpose": { "text": "The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system. [AR p.10]", "source_url": "", "source_page": 10, "source_deep_url": "" }, "vision": null, "strategic_priorities": [ { "title": "care–optimising experiences and outcomes; building confidence in our services as being accessible, responsive and safe", "description": "care–optimising experiences and outcomes; building confidence in our services as being accessible, responsive and safe", "source_url": "", "source_page": 10, "source_deep_url": "" }, { "title": "transformation–transforming our systems, service delivery processes and data to drive performance and influence change", "description": "transformation–transforming our systems, service delivery processes and data to drive performance and influence change", "source_url": "", "source_page": 10, "source_deep_url": "" }, { "title": "impact–driving improvements in health service safety, quality and complaints processes", "description": "impact–driving improvements in health service safety, quality and complaints processes", "source_url": "", "source_page": 10, "source_deep_url": "" }, { "title": "people–valuing our people and empowering them for the future", "description": "people–valuing our people and empowering them for the future", "source_url": "", "source_page": 10, "source_deep_url": "" }, { "title": "integration–ensuring the effectiveness and integration of our regulatory and complaint management functions", "description": "integration–ensuring the effectiveness and integration of our regulatory and complaint management functions", "source_url": "", "source_page": 10, "source_deep_url": "" } ], "values": [ { "name": "protecting and supporting the community", "description": "", "source_url": "", "source_page": null }, { "name": "responsive complaints processes", "description": "", "source_url": "", "source_page": null }, { "name": "regulatory action", "description": "", "source_url": "", "source_page": null }, { "name": "positive change", "description": "", "source_url": "", "source_page": null }, { "name": "confidence in the health system", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Protecting and supporting the community through responsive complaints processes and regulatory action", "description": "The OHO’s work in protecting and supporting the community through responsive complaints processes and regulatory action drives positive change and confidence in the health system. This includes managing complaints about registered and unregistered health practitioners, health services and facilities, and taking regulatory action where appropriate against health practitioners who use domestic and family violence. [AR p.10]", "activities": [ "managing complaints about registered and unregistered health practitioners, health services and facilities", "taking regulatory action where appropriate against health practitioners who use domestic and family violence" ], "source_url": "", "source_page": 10, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Complaint decisions within seven days of receipt", "target": "90%", "latest_result": "97.2%", "status": "Achieved", "target_source_url": "", "target_source_page": 20, "result_source_url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "result_source_page": 20 }, { "code": "CCE02", "measure": "Complaints assessed within timeframes", "target": "90%", "latest_result": "87.7%", "status": "Substantially achieved", "target_source_url": "", "target_source_page": 20, "result_source_url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "result_source_page": 20 }, { "code": "CCE03", "measure": "Complaints resolved within timeframes", "target": "100%", "latest_result": "98.5%", "status": "Achieved", "target_source_url": "", "target_source_page": 20, "result_source_url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "result_source_page": 20 }, { "code": "CCE04", "measure": "Investigations finalised within 12 months", "target": "75%", "latest_result": "52.5%", "status": "Partially achieved", "target_source_url": "", "target_source_page": 20, "result_source_url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "result_source_page": 20 }, { "code": "CCE05", "measure": "Disciplinary matters filed in QCAT with a case to answer", "target": "90%", "latest_result": "100%", "status": "Achieved", "target_source_url": "", "target_source_page": 20, "result_source_url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "result_source_page": 20 }, { "code": "CCE06", "measure": "Immediate action decisions upheld by QCAT", "target": "90%", "latest_result": "50%", "status": "Partially achieved", "target_source_url": "", "target_source_page": 20, "result_source_url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "result_source_page": 20 } ], "document_alignment_terms": { "must_support": [ "The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system", "care–optimising experiences and outcomes; building confidence in our services as being accessible, responsive and safe", "transformation–transforming our systems, service delivery processes and data to drive performance and influence change", "impact–driving improvements in health service safety, quality and complaints processes", "people–valuing our people and empowering them for the future", "integration–ensuring the effectiveness and integration of our regulatory and complaint management functions" ], "watch_terms": [ "Complaint decisions within seven days of receipt", "Complaints assessed within timeframes", "Complaints resolved within timeframes", "Investigations finalised within 12 months", "Disciplinary matters filed in QCAT with a case to answer", "Immediate action decisions upheld by QCAT" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "strategy_brief_md": "# Office of the Health Ombudsman — Strategy Brief\n\n**Reporting period**: 2024-2025\n**Corporate plan in force**: 2025-2026\n**Annual Report**: [2024-2025](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)\n\n## Our purpose / purposes\n\n> The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system. [AR p.10] [CP p.10]\n\n## How we deliver\n\n> The OHO contributes to the Queensland Government's objective of ‘Health services when you need them’ by protecting and supporting the community through responsive complaints processes and regulatory action and ensuring that data and learnings from complaints drive service and system improvements. The OHO also contributes to the government’s objective of ‘Safety where you live’ through promoting awareness of the role and obligations of health practitioners in respect to domestic and family violence, taking regulatory action where appropriate against health practitioners who use domestic and family violence, and by providing person-centred, culturally safe and trauma informed services to victims who may have experienced harm through the conduct of health practitioners. [AR p.10] [CP p.10]\n\n## Government priorities for this department\n\n- care–optimising experiences and outcomes; building confidence in our services as being accessible, responsive and safe [CP p.10]\n- transformation–transforming our systems, service delivery processes and data to drive performance and influence change [CP p.10]\n- impact–driving improvements in health service safety, quality and complaints processes [CP p.10]\n- people–valuing our people and empowering them for the future [CP p.10]\n- integration–ensuring the effectiveness and integration of our regulatory and complaint management functions [CP p.10]\n\n## Outcomes\n\n### Outcome 1: Protecting and supporting the community through responsive complaints processes and regulatory action\nThe OHO’s work in protecting and supporting the community through responsive complaints processes and regulatory action drives positive change and confidence in the health system. This includes managing complaints about registered and unregistered health practitioners, health services and facilities, and taking regulatory action where appropriate against health practitioners who use domestic and family violence. [AR p.10] [CP p.10]\n\n**Key activities:**\n- managing complaints about registered and unregistered health practitioners, health services and facilities\n- taking regulatory action where appropriate against health practitioners who use domestic and family violence\n\n## Values and principles\n\n- protecting and supporting the community\n- responsive complaints processes\n- regulatory action\n- positive change\n- confidence in the health system\n\n## What they will measure themselves on this year (targets from 2025-2026 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| CCE01 | Complaint decisions within seven days of receipt | 90% | CP p.20 |\n| CCE02 | Complaints assessed within timeframes | 90% | CP p.20 |\n| CCE03 | Complaints resolved within timeframes | 100% | CP p.20 |\n| CCE04 | Investigations finalised within 12 months | 75% | CP p.20 |\n| CCE05 | Disciplinary matters filed in QCAT with a case to answer | 90% | CP p.20 |\n| CCE06 | Immediate action decisions upheld by QCAT | 90% | CP p.20 |\n\n## How they performed last year (results from 2024-2025 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Complaint decisions within seven days of receipt | 97.2% | Achieved | [AR p.20](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf#page=20) |\n| CCE02 | Complaints assessed within timeframes | 87.7% | Substantially achieved | [AR p.20](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf#page=20) |\n| CCE03 | Complaints resolved within timeframes | 98.5% | Achieved | [AR p.20](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf#page=20) |\n| CCE04 | Investigations finalised within 12 months | 52.5% | Partially achieved | [AR p.20](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf#page=20) |\n| CCE05 | Disciplinary matters filed in QCAT with a case to answer | 100% | Achieved | [AR p.20](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf#page=20) |\n| CCE06 | Immediate action decisions upheld by QCAT | 50% | Partially achieved | [AR p.20](https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf#page=20) |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Office of the Health Ombudsman - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:51:30.922860+00:00\n**Entity ID**: S-QLD-039\n**Entity type**: Independent Statutory Authority\n**Jurisdiction**: QLD\n**Portfolio**: \n**Website**: https://www.oho.qld.gov.au/\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| annual-reports | 1 |\n| other-pdfs | 4 |\n| pages | 20 |\n| strategies | 2 |\n\n## Executive Readout\n\n### Purpose\n\n- [Page 8]\nThese trends demonstrate that we are continuing ▪ Complaints assessed within legislative\nto play a vital role in addressing serious risks to timeframes: Recorded at 87.7 per cent (target:\npublic health and safety through our complaint 90 per cent), improving by two per cent\nmanagement and regulatory actions, as well compared to 2023–2024.\nas achieving individual outcomes through\n▪ Complaints resolved within legislative\nassessment and resolution processes.\ntimeframes: Achieved 98.5 per cent (target: 100\nThe types of complaints and notifications received per cent), also improving by two per cent from\nby the OHO in 2024–2025 were similar to 2023– the previous year.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 30]\nComplaints management and Other entities\noversight (referrals) matters During 2024–2025, the OHO commenced\n850 complaint referrals to other government\nReferrals to Ahpra and other entities entities (State or Commonwealth) to deal\nwith, down from 1,054 in 2023–2024.18 While\nAs the OHO is the single point of entry for\nthe total numbers have decreased, the OHO\nhealth service complaints in Queensland,\nhas implemented a risk based approached to\neffective referral coordination is critical to\nenhance the level of oversight of the actions\nthe efficient operation of health complaints\ntaken by entities, particularly by health services\nmanagement and maintaining public\nand the assessment of outcomes.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Education and engagement\nCommunities visited included Thursday\nactivities are important for building and\nIsland, Bamaga, Doomadgee, Mt Isa, and 8\nmaintaining public confidence in the health\nCorrectional Centres in the Southeast area.\nservice complaints system, a key objective of\nthe Act.43 They also provide an opportunity for\nThese visits involved touring facilities, delivering\nthe OHO to educate health consumers, health\npresentations, and meeting with a broad range\npractitioners and health service providers on\nof stakeholders, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 90]\nOffice of the Health Ombudsman\nManagement Certificate\nfor the year ended 30 June 2025\nThese general purpose financial statements have been prepared pursuant to s.62(1) of the Financial\nAccountability Act 2009 (the Act), section 39 of the Financial and Performance Management Standard\n2019 and other prescribed requirements.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n### Role and Functions\n\n- Easy English guides were also and promote high standards of health service\nproduced to support the OHO’s family violence delivery.47 It is therefore part of the OHO’s\nposition statement. role and function to actively contribute to\nconsultations on standards, codes, policies,\nIn 2024–2025 the OHO welcomed 96,808\naccreditation and training and health service\nusers to the OHO website, 14,572 more users\npractices.\nthan the previous year.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 8]\nThese trends demonstrate that we are continuing ▪ Complaints assessed within legislative\nto play a vital role in addressing serious risks to timeframes: Recorded at 87.7 per cent (target:\npublic health and safety through our complaint 90 per cent), improving by two per cent\nmanagement and regulatory actions, as well compared to 2023–2024.\nas achieving individual outcomes through\n▪ Complaints resolved within legislative\nassessment and resolution processes.\ntimeframes: Achieved 98.5 per cent (target: 100\nThe types of complaints and notifications received per cent), also improving by two per cent from\nby the OHO in 2024–2025 were similar to 2023– the previous year.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Information Information Information\nreceived received received\nThe 9,812 complaints formally recorded on the\nOHO case management system in 2024–2025\nrepresents a 6 per cent increase on the same\ndata for the same period in 2023–2024.15 249 257 331\nOwn motion Own motion Own motion\nIn conjunction with the rise in complaints and\ncontacts, the complexity and seriousness of the\ntypes of matters being received by the OHO\n2\nhas significantly increased as measured by the Ministerial\nOHO’s priority, risk and complexity ratings that directed\ninvestigations\nare used across its functions.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Education and engagement\nCommunities visited included Thursday\nactivities are important for building and\nIsland, Bamaga, Doomadgee, Mt Isa, and 8\nmaintaining public confidence in the health\nCorrectional Centres in the Southeast area.\nservice complaints system, a key objective of\nthe Act.43 They also provide an opportunity for\nThese visits involved touring facilities, delivering\nthe OHO to educate health consumers, health\npresentations, and meeting with a broad range\npractitioners and health service providers on\nof stakeholders, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [pages 47,48,49]\n, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\neducation and engagement activities reaching ▪ Aboriginal and Torres Strait Islander Health\nmore than 1,900 stakeholders.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 56]\nRisk and Audit Committee Invitees for 2024–2025:\nThe OHO’s Risk and Audit Committee (the ▪ Ms Lynne Coulson Barr OAM, Health\nCommittee) is responsible for providing Ombudsman\nindependent assurance and assistance\n▪ Ms Kelly Gleeson, Executive Director\nto the Health Ombudsman on the OHO’s\nInvestigations\nrisk management framework, control\nenvironment and financial reporting process. ▪ Ms Karen Simpson, A/Executive Director\nThe Committee does not replace established\nLegal General Counsel\nmanagement responsibilities and delegations,\nthe responsibilities of other executive ▪ Ms Maree Hill, Executive Director\nmanagement groups within the OHO, or the Assessment and Resolution\nreporting lines of external audit functions.\n▪ Mr Dermot Tiernan, Executive Director\nThe Committee’s membership is comprised Corporate and Strategic Services\nof external appointments.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n### Strategic Priorities\n\n- Queensland Conference and the NRAS Combined\nMeeting hosted by Ahpra. ▪ 57 per cent of complaints (where assessment\ncommenced in 2024–2025) were categorised\nWe also responded to 52 requests, contributing\nas a high risk or ‘priority matter’, compared to\ninsights from our work to inform health sector\n48 per cent in 2023–2024.\nreforms.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Information Information Information\nreceived received received\nThe 9,812 complaints formally recorded on the\nOHO case management system in 2024–2025\nrepresents a 6 per cent increase on the same\ndata for the same period in 2023–2024.15 249 257 331\nOwn motion Own motion Own motion\nIn conjunction with the rise in complaints and\ncontacts, the complexity and seriousness of the\ntypes of matters being received by the OHO\n2\nhas significantly increased as measured by the Ministerial\nOHO’s priority, risk and complexity ratings that directed\ninvestigations\nare used across its functions.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- 1364 — Commenced\nIf it is decided to assess a complaint, that\n2023–24\nprocess must be carried out and completed\n1315 — Completed\nwithin 22 business days, or 44 business days\nwith an approved extension.16 Of the 1,237\ncomplaints where assessment commenced in\n1230 — Commenced\nthe period 1 July 2024 to 30 June 2025, 57 per\n2022–23\ncent were categorised as a 'priority matter’\n1212 — Completed\ncompared to 48 per cent in the same period in\n2023–2024 and 23 per cent for 2022–2023. .\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Priority matters are considered to include one\nFigure 6 Percentage of assessments completed\nor more of the following criteria (this is not an\nwithin legislative timeframes\nexhaustive list):\n▪ The complaint information involves 2024–25 8 Y 8 e % s 1 N 2 o %\nan Aboriginal or Torres Strait Islander\nconsumer/family requiring expertise in\ncultural capability and safety.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- The annual report also highlights that 57 per cent of complaints assessed in 2024–2025 were categorised as a high risk or ‘priority matter’, compared to 48 per cent in 2023–2024.\n Source: `pages/announcements-index__09.html (https://www.oho.qld.gov.au/media-releases/the-office-of-the-health-ombudsmans-annual-report-for-2024-2025-has-been-tabled)`\n- [pages 1]\n[Page 1]\nBuilding Aboriginal and Torres\nStrait Islander cultural safety and\nengagement plan 2023–27\nThe Office of the Health Ombudsman respects and values Aboriginal peoples and\nTorres Strait Islander peoples’ cultures and is committed to providing a culturally\nsafe and sensitive complaints management service.\n(Source: Office of the Health Ombudsman 2023-2027 Strategic Plan—Commitment to First Nations peoples)\nStrategic objectives\nPeople: Valuing our people and empowering them for the future to improve organisational\ncultural safety.\n▪ Develop staff knowledge of issues impacting the health of Aboriginal peoples and Torres Strait Islander\npeoples, and their ability to access culturally appropriate and safe health services.\n▪ Develop staff confidence in communicating appropriately and effectively with Aboriginal peoples and\n Source: `other-pdfs/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-pl.pdf (https://www.oho.qld.gov.au/assets/uploads/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-plan-2023-27.pdf)`\n- Assisted Reproductive Technology Act 2024\n▪ Achieved significant sanctions of passed in Parliament in September 2024.\ncancellations, disqualification or suspension This included insights from the Systemic\nperiods in the majority of disciplinary matters investigation into assisted reproductive\ndetermined by QCAT, with the remainder technology (ART) providers in Queensland\nresulting in reprimands, conditions and/or published on 1 July 2024 and ongoing\nfines. collaboration work with Queensland Health,\nART Unit.\n▪ Monitored the implementation of 248\nindividual recommendations made from ▪ Actively monitored the implementation of\nsystemic and health service investigations, 17 recommendations from this systemic\nclosing 163 recommendations through investigation report with eight ART provider\nevidence of service improvement actions organisations encompassing a total of 136\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 8]\nThese trends demonstrate that we are continuing ▪ Complaints assessed within legislative\nto play a vital role in addressing serious risks to timeframes: Recorded at 87.7 per cent (target:\npublic health and safety through our complaint 90 per cent), improving by two per cent\nmanagement and regulatory actions, as well compared to 2023–2024.\nas achieving individual outcomes through\n▪ Complaints resolved within legislative\nassessment and resolution processes.\ntimeframes: Achieved 98.5 per cent (target: 100\nThe types of complaints and notifications received per cent), also improving by two per cent from\nby the OHO in 2024–2025 were similar to 2023– the previous year.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- In 2024–2025, the overall proportion of\ninvestigations finalised within 12 months was 52.5\n▪ Disciplinary matters filed in QCAT with a case to\nper cent, a reduction from 2023–2024, due to\nanswer: Achieved 100 per cent, exceeding the\nfocussed efforts to complete older investigations\n90 per cent target.\nwhile managing an overall increase of open\nFor two other SDS measures, the OHO performed investigations.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- The number of open investigations\nclose to target and showed year-on-year has been increasing each year, with an increase\nimprovement: from 331 at 30 June 2024 to 353 at 30 June 2025.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- [Page 8]\nThese trends demonstrate that we are continuing ▪ Complaints assessed within legislative\nto play a vital role in addressing serious risks to timeframes: Recorded at 87.7 per cent (target:\npublic health and safety through our complaint 90 per cent), improving by two per cent\nmanagement and regulatory actions, as well compared to 2023–2024.\nas achieving individual outcomes through\n▪ Complaints resolved within legislative\nassessment and resolution processes.\ntimeframes: Achieved 98.5 per cent (target: 100\nThe types of complaints and notifications received per cent), also improving by two per cent from\nby the OHO in 2024–2025 were similar to 2023– the previous year.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- In 2024–2025, the overall proportion of\ninvestigations finalised within 12 months was 52.5\n▪ Disciplinary matters filed in QCAT with a case to\nper cent, a reduction from 2023–2024, due to\nanswer: Achieved 100 per cent, exceeding the\nfocussed efforts to complete older investigations\n90 per cent target.\nwhile managing an overall increase of open\nFor two other SDS measures, the OHO performed investigations.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 19]\nTable 1 The Office of the Health Ombudsman service standards\n2024–2025\nTarget/\nEffectiveness measures Actual\nEstimate\nPercentage of complaints This is a measure of service timeliness.\nreceived and accepted or The timeframe for initial decisions to accept or 90% 97.2%\nnot accepted within 7 days not accept matters is 7 business days.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- In terms of complaints about\nstrong operational performance in 2024–2025, health services, a wide range of issues of safety,\nout-performing on two of the service delivery quality and patient rights continue to feature in\nstatement (SDS) measures: complaints, including concerns about care and\ntreatment provided in particular settings such as\n▪ Complaint decisions within seven days of\nmaternity services and mental health services.\nreceipt: Achieved 97.2 per cent, surpassing the\n90% target.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [pages 8,9]\ns\n▪ Complaint decisions within seven days of\nmaternity services and mental health services.\nreceipt: Achieved 97.2 per cent, surpassing the\n90% target.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Assisted Reproductive Technology Act 2024\n▪ Achieved significant sanctions of passed in Parliament in September 2024.\ncancellations, disqualification or suspension This included insights from the Systemic\nperiods in the majority of disciplinary matters investigation into assisted reproductive\ndetermined by QCAT, with the remainder technology (ART) providers in Queensland\nresulting in reprimands, conditions and/or published on 1 July 2024 and ongoing\nfines. collaboration work with Queensland Health,\nART Unit.\n▪ Monitored the implementation of 248\nindividual recommendations made from ▪ Actively monitored the implementation of\nsystemic and health service investigations, 17 recommendations from this systemic\nclosing 163 recommendations through investigation report with eight ART provider\nevidence of service improvement actions organisations encompassing a total of 136\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- The number of open investigations\nclose to target and showed year-on-year has been increasing each year, with an increase\nimprovement: from 331 at 30 June 2024 to 353 at 30 June 2025.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Percentage of\nThe variance between the 2024–2025 Target/\ninvestigations finalised Estimate and 2024–2025 Actual is due to factors 75% 52.5%\nwithin 12 months including an increase in matters requiring\ninvestigation and some investigations being\npaused.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Table 13 Gender\nPercentage of total workforce\nGender Number (headcount)\n(Calculated on headcount)\nWoman 108 68%\nMan 52 32%\nNon-binary - -\nTable 14 Diversity target group data\nPercentage of total workforce\nDiversity groups Number (headcount)\n(Calculated on headcount)\nWomen 108 68%\nAboriginal Peoples and Torres Strait Islander\n<5* <5\nPeoples\nPeople with disability 12 8%\nCulturally and Linguistically Diverse – Speak a\n8 5%\nlanguage at home other than English^\nNotes:\n*To ensure privacy, in tables where there are less than 5 respondents in a category, specific numbers should be replaced\nby <5.\n^ This includes Aboriginal and Torres Strait Islander languages or Australian South Sea Islander languages spoken at\nhome.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Table 15 Target group data for Women in Leadership Roles\nWoman as percentage of total\nWomen (Headcount) leadership cohort (calculated on\nheadcount)\nSenior Officers\n4 50%\n(Classified and s122 equivalent combined)\nSenior Executive Service and Chief Executives\n5 71%\n(Classified and s122 equivalent combined)\nOrganisational governance 47\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- At 30 June 2025, the OHO had $4.2 million in\nTotal expenses were $30.5 million, providing\ntotal equity.\nthe operating result of a $2.6 surplus.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 67]\nOffice of the Health Ombudsman\nStatement of Comprehensive Income\nfor the year ended 30 June 2025\n2025 2025 2025 2024\nActual Original Budget Actual\nBudget Variance*\nOPERATING RESULT Note $000 $000 $000 $000\nIncome from continuing operations\nGrants and other contributions B1-1 3 2,161 3 2,161 . .\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- 2 8,451\nInterest 9 25 3 50 5 75 4 73\nOther revenue 6 2 5 5 7 1 42\nTotal income from continuing operations 3 3,148 3 2,516 6 32 2 9,066\nExpenses from continuing operations\nEmployee expenses B2-1 2 4,123 2 2,923 1 ,200 2 1,999\nSupplies and services B2-2 5 ,437 9 ,544 ( 4,107) 6 ,139\nDepreciation C3-4 5 3 2 0 3 3 3 6\nOther expenses B2-3 9 13 2 9 8 84 1 22\nTotal expenses from continuing operations 3 0,526 3 2,516 ( 1,990) 2 8,296\nOperating result for the year 2 ,622 ..\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 69]\nOffice of the Health Ombudsman\nStatement of Changes in Equity\nfor the year ended 30 June 2025\n2025 2024\n$000 $000\nContributed Equity\nBalance as at 1 July 1 ,394 1,394\nBalance as at 30 June 1 ,394 1,394\nAccumulate surplus/(deficit)\nBalance as at 1 July 2 11 (558)\nOperating result 2,622 7 70\nBalance as at 30 June 2 ,833 2 11\nAppendix 3—Financial statements 65\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $4.2 million, $30.5 million, $2.6 , 4.2 million, 30.5 million | At 30 June 2025, the OHO had $4.2 million in\nTotal expenses were $30.5 million, providing\ntotal equity.\nthe operating result of a $2.6 surplus. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | [Page 68]\nOffice of the Health Ombudsman\nStatement of Financial Position\nfor the year ended 30 June 2025\n2025 2025 2025 2024\nActual Original Budget Actual\nNote Budget Variance*\n$000 $000 $000 $000\nCurrent assets\nCash and cash equivalents C1 4 ,488 1,456 3,032 1,572\nReceivables C2 7 79 6 54 1 25 9 12\nPrepayments 2 61 1 36 1 25 2 39\nTotal current assets 5 ,528 2,246 3,282 2,723\nNon-current assets\nPlant and equipment C3 1 19 33 86 1 75\nTotal non-cur | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | NOTES TO THE STATEMENT OF CASH FLOWS\nCF-1 Reconciliation of operating result to net cash provided by operating activities\n2025 2024\nActual Actual\n$000 $000\nOperating surplus/(deficit) 2 ,622 770\nNon-cash items included in operating result:\nDepreciation and amortisation expense 53 36\nChanges in assets and liabilities\n(Increase)/decrease in receivables 133 ( 258)\n(Increase)/decrease in prepayments (22) ( 102)\n(Decrease)/increase in payables 15 (124 | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | B2-2 SUPPLIES AND SERVICES\n2025 2024\n$000 $000\nOffice accommodation 1 ,286 1 ,325\nLegal fees 1,013 1 ,004\nInformation technology 1,348 1 ,076\nConsultants and contractors 382 929\nEmployment agency staff 410 875\nQCAT fees (1) 76 7 5\nCorporate service charges 248 247\nSupplies and consumables 231 213\nTelecommunications 166 169\nMinor plant and equipment 221 182\nSundry expenses 56 4 3\nTotal 5 ,437 6 ,139\n(1) QCAT fees relate to assessor fees chargeable | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $5.6\n, $32.2 million, 32.2 million | Assets\nIncome\nThe OHO’s total assets were valued at $5.6\nIn 2024–2025, the OHO received $32.2 million\nmillion as at 30 June 2025. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $1 million, $5.5 million, 1 million, 5.5 million | Current assets were\nfrom Queensland Health and $1 million from\nvalued at $5.5 million and were available to\ninterest and other revenue.\nmeet current liabilities. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $30.5 million, 30.5 million | Expenses\nLiabilities\nTotal operating expenses for 2024–2025 were\nAs at 30 June 2025, the OHO’s liabilities totalled\n$30.5 million. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $1.4 million, $0.6 million, $0.8 million, 1.4 million, 0.6 million, 79 per cent | Employee expenses accounted\n$1.4 million, which included: $0.6 million in\nfor 79 per cent of the OHO’s total expenditure,\npayables, and $0.8 million owing to employees.\nfollowed by accommodation (4 per cent) and\ninformation technology costs (4 per cent). | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | [Page 67]\nOffice of the Health Ombudsman\nStatement of Comprehensive Income\nfor the year ended 30 June 2025\n2025 2025 2025 2024\nActual Original Budget Actual\nBudget Variance*\nOPERATING RESULT Note $000 $000 $000 $000\nIncome from continuing operations\nGrants and other contributions B1-1 3 2,161 3 2,161 . . | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | [Page 70]\nOffice of the Health Ombudsman\nStatements of Cash Flows\nfor the year ended 30 June 2025\n2025 2025 2025 2024\nActual Original Budget Actual\nNote Budget Variance*\n$000 $000 $000 $000\nCASH FLOWS FROM OPERATING ACTIVITIES\nInflows:\nGrants and other contributions 3 2,161 3 2,161 . . | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $33 million, $0.5 million, 33 million, 0.5 million | Financial position Financial performance\nThe financial position provides an indication of The income statement shows the total income\nthe OHO’s underlying financial health. for 2024–2025 as $33 million, an increase of\n$0.5 million from the 2023–2024 financial year. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | [Page 73]\nOffice of the Health Ombudsman\nNotes to the consolidated financial statements\nfor the year ended 30 June 2025\nSECTION 2\nNOTES ABOUT OUR FINANCIAL PERFORMANCE\nB1 REVENUE\nB1-1 GRANTS AND CONTRIBUTIONS\n2025 2024\n$000 $000\nGrants from Government 3 2,161 2 8,451\nTotal 3 2,161 2 8,451\nAccounting policy - Grants and contributions\nGrants and contributions arise from non-exchange transactions where the agency does not directly give\napproximately | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | B2 EXPENSES\nB2-1 EMPLOYEE EXPENSES\n2025 2024\n$000 $000\nEmployee Benefits\nWages and salaries 1 7,843 1 6,300\nEmployer superannuation contributions 2 ,519 2 ,289\nAnnual leave levy 1 ,909 1 ,779\nLong service leave levy 4 21 433\nEmployee Relates Expenses\nWorkers' compensation premium 9 2 5 4\nPayroll tax 1,139 1 ,030\nOther employee related expenses 2 00 114\nTotal 2 4,123 2 1,999\nThe number of employees as at 30 June 2025, includes both full time and p | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | [Page 76]\nOffice of the Health Ombudsman\nNotes to the consolidated financial statements\nfor the year ended 30 June 2025\nB2 EXPENSES (continued)\nB2-3 OTHER EXPENSES\n2025 2024\n$000 $000\nInsurance premium QGIF 11 6\nQueensland Audit Office - external audit fees for the audit\n24 2 1\nof the financial statements\nBad debts expense . . | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | [Page 77]\nOffice of the Health Ombudsman\nNotes to the consolidated financial statements\nfor the year ended 30 June 2025\nSECTION 1\nNOTES ABOUT OUR FINANCIAL POSITION\nC1 CASH AND CASH EQUIVALENTS\n2025 2024\n$000 $000\nCash at bank 4,488 1 ,572\nTotal 4 ,488 1 ,572\nAccounting policy - Cash and cash equivalents\nFor the purposes of the statement of financial position and the statement of cash flows, cash assets include\nall cash and cheques receipted but | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | C2 RECEIVABLES\n2025 2024\n$000 $000\nTrade debtors 1 1\nSundry receivable 21 1 2\nAccrued revenue .. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| $000 , $000 | C4 PAYABLES\n2025 2024\n$000 $000\nCurrent\nTrade and other creditors 371 252\nAccrued expenses 256 360\nTotal 6 27 6 12\nAccounting policy\nTrade creditors are recognised upon receipt of the goods or services ordered and are measured at the\nnominal amount ie. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| 87.7 per cent, 90 per cent, 98.5 per cent | [Page 8]\nThese trends demonstrate that we are continuing ▪ Complaints assessed within legislative\nto play a vital role in addressing serious risks to timeframes: Recorded at 87.7 per cent (target:\npublic health and safety through our complaint 90 per cent), improving by two per cent\nmanagement and regulatory actions, as well compared to 2023–2024.\nas achieving individual outcomes through\n▪ Complaints resolved within legislative\nassessment and res | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| 100 per cent, 90 per cent | In 2024–2025, the overall proportion of\ninvestigations finalised within 12 months was 52.5\n▪ Disciplinary matters filed in QCAT with a case to\nper cent, a reduction from 2023–2024, due to\nanswer: Achieved 100 per cent, exceeding the\nfocussed efforts to complete older investigations\n90 per cent target.\nwhile managing an overall increase of open\nFor two other SDS measures, the OHO performed investigations. | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n| 97.2 per cent | In terms of complaints about\nstrong operational performance in 2024–2025, health services, a wide range of issues of safety,\nout-performing on two of the service delivery quality and patient rights continue to feature in\nstatement (SDS) measures: complaints, including concerns about care and\ntreatment provided in particular settings such as\n▪ Complaint decisions within seven days of\nmaternity services and mental health services.\nreceipt: Achieved | `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)` |\n\n## Key Achievements\n\n- The number of Coroner matters shared in ▪ Progressively implemented\n2024–2025 increased to 322 matters, from recommendations from the independent\n110 in 2023–2024 Resourcing and Organisational Structure\nReview completed in July 2024, including\n▪ Enhanced the focus on our complaints\nprocess enhancements and adjustments to\nmanagement and oversight functions\nmanagement and divisional structures to\nthrough an increase in systemic and own\naddress identified operational needs and\nmotion referrals to work with health service\nstrengthen performance.\nproviders (and other government entities)\nto ensure safety and quality in health care\nservices.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- 1364 — Commenced\nIf it is decided to assess a complaint, that\n2023–24\nprocess must be carried out and completed\n1315 — Completed\nwithin 22 business days, or 44 business days\nwith an approved extension.16 Of the 1,237\ncomplaints where assessment commenced in\n1230 — Commenced\nthe period 1 July 2024 to 30 June 2025, 57 per\n2022–23\ncent were categorised as a 'priority matter’\n1212 — Completed\ncompared to 48 per cent in the same period in\n2023–2024 and 23 per cent for 2022–2023. .\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Priority matters are considered to include one\nFigure 6 Percentage of assessments completed\nor more of the following criteria (this is not an\nwithin legislative timeframes\nexhaustive list):\n▪ The complaint information involves 2024–25 8 Y 8 e % s 1 N 2 o %\nan Aboriginal or Torres Strait Islander\nconsumer/family requiring expertise in\ncultural capability and safety.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 30]\nComplaints management and Other entities\noversight (referrals) matters During 2024–2025, the OHO commenced\n850 complaint referrals to other government\nReferrals to Ahpra and other entities entities (State or Commonwealth) to deal\nwith, down from 1,054 in 2023–2024.18 While\nAs the OHO is the single point of entry for\nthe total numbers have decreased, the OHO\nhealth service complaints in Queensland,\nhas implemented a risk based approached to\neffective referral coordination is critical to\nenhance the level of oversight of the actions\nthe efficient operation of health complaints\ntaken by entities, particularly by health services\nmanagement and maintaining public\nand the assessment of outcomes.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- The annual report also highlights that 57 per cent of complaints assessed in 2024–2025 were categorised as a high risk or ‘priority matter’, compared to 48 per cent in 2023–2024.\n Source: `pages/announcements-index__09.html (https://www.oho.qld.gov.au/media-releases/the-office-of-the-health-ombudsmans-annual-report-for-2024-2025-has-been-tabled)`\n- National Boards, the NSW Health Care\nThese resources also include information\nComplaints Commission and the NSW\ntailored to Aboriginal and Torres Strait\nHealth Professional Councils Authority, the\nIslander audiences, and to victim-survivors\nJoint Position statement on Family Violence\nof family and domestic violence.\nby Health Regulators was published in\n▪ Visited eight correctional centres and youth November 2024, along with the OHO\ndetention centres to promote awareness Position Statement on Family Violence.\nand accessibility of the OHO’s health These initiatives aim to highlight the critical\ncomplaints service and dedicated phone line role of health practitioners in recognising\nwith prisoners, detainees and staff. and responding to family and domestic\nviolence and to promote consistency in\n▪ Visited communities and health services in\nregulatory practice and outcomes in relation\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Given\nthat matters assessed by the OHO can\n1237 — Commenced\ninvolve adverse outcomes and experiences of\n2024–25\nconsumers, it is important for the assessment\n1248 — Completed\nprocess to be delivered in a way that is person-\ncentred, trauma-informed and culturally safe.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Over the period, the OHO\nand Ahpra identified process and system\n4320 (50%) 2642 (31%)\n1639\nenhancements to address these factors and\n2022–23 (19%)\nAcc\nr\ne\ne\np\nle\nte\nv\nd\nan\na\nt\nn\na\nd\nc t\nf\ni\nu\no\nr\nn\nther Ac\nfu\nce\nrt\np\nh\nt\ne\ne\nr\nd\na\na\nc\nn\nti\nd\no n\nno Not to continually improve the progress of matters\naccepted\nthrough joint consideration.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 25]\nAssessment decisions\nCase Study\n‘Assessment decisions’ measures the number\nFacilitating quality outcomes for\nand type of relevant actions taken at the\na consumer who required dental\nassessment stage of the complaint handling\nprocess. ‘Assessment decisions’ (Table 6) and services\n‘Assessments completed’ (Figures 5 and 6)\nmay not necessarily match, as each completed\nComplaint\nassessment can result in multiple assessment\nA consumer visited a public dental provider after\ndecisions.\nexperiencing toothaches and headaches.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 26]\nLocal resolution Figure 7 Number of local resolutions\n490 — Commenced\nLocal resolution is a person-centred, voluntary\n2024–25\nprocess for resolving complaints efficiently with\n530 — Completed\na light-touch intervention approach by the OHO.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- The 2024–25 65 — Completed\nprocess is facilitated by skilled conciliators\n59 — Parties did not wish to participate\nwho use their independence and specialist\nresolution and negotiation skills to assist\n90 — Commenced\nall parties to be heard, identify issues for\n2023–24 27 — Completed\ndiscussion and negotiate outcomes between\n37 — Parties did not wish to participate\nthe parties.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Information disclosed during a conciliation 69 — Commenced\nprocess—including details relating to any 2022–23 22 — Completed\nagreements or negotiations—is confidential 21 — Parties did not wish to participate\nand privileged, meaning it cannot be\ndiscussed outside the process or admitted Updated 2024-25\nFigure 9\nas evidence in a proceeding before a court,\ntribunal or disciplinary body.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- While the OHO does not have powers to direct\nThroughout 2024–2025, the OHO monitored\nparticular actions, the recommendations set\n17 recommendations across 8 ART provider\nout clear actions that ART providers needed to\norganisations, totalling 136 recommendations\naddress identified risks and issues in practices,\nunder section 89 of the Health Ombudsman Act\nincluding reporting and working with RTAC on any\n2013.\nidentified compliance issues.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [pages 37,38,39]\nroviders needed to\norganisations, totalling 136 recommendations\naddress identified risks and issues in practices,\nunder section 89 of the Health Ombudsman Act\nincluding reporting and working with RTAC on any\n2013.\nidentified compliance issues.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Assisted Reproductive Technology Act 2024\n▪ Achieved significant sanctions of passed in Parliament in September 2024.\ncancellations, disqualification or suspension This included insights from the Systemic\nperiods in the majority of disciplinary matters investigation into assisted reproductive\ndetermined by QCAT, with the remainder technology (ART) providers in Queensland\nresulting in reprimands, conditions and/or published on 1 July 2024 and ongoing\nfines. collaboration work with Queensland Health,\nART Unit.\n▪ Monitored the implementation of 248\nindividual recommendations made from ▪ Actively monitored the implementation of\nsystemic and health service investigations, 17 recommendations from this systemic\nclosing 163 recommendations through investigation report with eight ART provider\nevidence of service improvement actions organisations encompassing a total of 136\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 42]\nPublic statements\nCase Study\nOn 15 May 2023, changes were made to the\nHealth Ombudsman issues public\nAct to allow the Health Ombudsman to make\nstatement to protect public safety\na public statement about a person if:\nBackground\n▪ the Health Ombudsman reasonably\nThrough the investigation of a complaint, the\nbelieves the person is contravening or has\nOHO identified significant concerns that an\ncontravened a relevant provision37, or\nunregistered health practitioner (the practitioner)\n▪ the person is the subject of an assessment had placed patients at high risk of serious\nunder part 5 of the Act or an investigation harm by providing them with dangerous and\nunder part 8 of the Act, and ineffective treatments and advice, including\nclaims to treat and cure serious illness and\n▪ the Health Ombudsman reasonably conditions, discouraging people from continuing\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- What we did\nOne public statement was issued in relation The Health Ombudsman decided to issue a public\nto an unregistered practitioner in the period 1 statement to warn anyone who may have been\nJuly 2024 to 30 June 2025.38 advised or treated by the practitioner either\ndirectly or indirectly, that the health services they\nreceived may worsen their health condition/s\nand/or place them at ongoing serious risk of\nharm.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Queensland Conference and the NRAS Combined\nMeeting hosted by Ahpra. ▪ 57 per cent of complaints (where assessment\ncommenced in 2024–2025) were categorised\nWe also responded to 52 requests, contributing\nas a high risk or ‘priority matter’, compared to\ninsights from our work to inform health sector\n48 per cent in 2023–2024.\nreforms.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 8]\nThese trends demonstrate that we are continuing ▪ Complaints assessed within legislative\nto play a vital role in addressing serious risks to timeframes: Recorded at 87.7 per cent (target:\npublic health and safety through our complaint 90 per cent), improving by two per cent\nmanagement and regulatory actions, as well compared to 2023–2024.\nas achieving individual outcomes through\n▪ Complaints resolved within legislative\nassessment and resolution processes.\ntimeframes: Achieved 98.5 per cent (target: 100\nThe types of complaints and notifications received per cent), also improving by two per cent from\nby the OHO in 2024–2025 were similar to 2023– the previous year.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Information Information Information\nreceived received received\nThe 9,812 complaints formally recorded on the\nOHO case management system in 2024–2025\nrepresents a 6 per cent increase on the same\ndata for the same period in 2023–2024.15 249 257 331\nOwn motion Own motion Own motion\nIn conjunction with the rise in complaints and\ncontacts, the complexity and seriousness of the\ntypes of matters being received by the OHO\n2\nhas significantly increased as measured by the Ministerial\nOHO’s priority, risk and complexity ratings that directed\ninvestigations\nare used across its functions.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 30]\nComplaints management and Other entities\noversight (referrals) matters During 2024–2025, the OHO commenced\n850 complaint referrals to other government\nReferrals to Ahpra and other entities entities (State or Commonwealth) to deal\nwith, down from 1,054 in 2023–2024.18 While\nAs the OHO is the single point of entry for\nthe total numbers have decreased, the OHO\nhealth service complaints in Queensland,\nhas implemented a risk based approached to\neffective referral coordination is critical to\nenhance the level of oversight of the actions\nthe efficient operation of health complaints\ntaken by entities, particularly by health services\nmanagement and maintaining public\nand the assessment of outcomes.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- These challenges\nWorkers (Qld).26\nare being addressed through a range of\nstrategies, including detailed recommendations Of the 238 closed investigations, 213 related to\narising from the independent 2024 OHO’s individual practitioners (89 per cent).\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- QCAT issued conditions or\n49 16\nThe OHO monitors the practitioner’s compliance prohibition\nwith the action in order to mitigate the risk to\nPermanent prohibition\n94 30\npublic health and safety. order\nIn 2024–2025, the OHO commenced 110 new Interim prohibition order— 39 13\nrestrictions\npractitioner monitoring cases and closed 84\ncases.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 56]\nRisk and Audit Committee Invitees for 2024–2025:\nThe OHO’s Risk and Audit Committee (the ▪ Ms Lynne Coulson Barr OAM, Health\nCommittee) is responsible for providing Ombudsman\nindependent assurance and assistance\n▪ Ms Kelly Gleeson, Executive Director\nto the Health Ombudsman on the OHO’s\nInvestigations\nrisk management framework, control\nenvironment and financial reporting process. ▪ Ms Karen Simpson, A/Executive Director\nThe Committee does not replace established\nLegal General Counsel\nmanagement responsibilities and delegations,\nthe responsibilities of other executive ▪ Ms Maree Hill, Executive Director\nmanagement groups within the OHO, or the Assessment and Resolution\nreporting lines of external audit functions.\n▪ Mr Dermot Tiernan, Executive Director\nThe Committee’s membership is comprised Corporate and Strategic Services\nof external appointments.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- Key achievements include:\nis currently the Head of Internal Audit at\n▪ reviewed and approved the 2023–2024\nAustralian Retirement Trust and is a Chartered\nAnnual Financial Statements\nAccountant and Certified Internal Auditor with\nover 20 years’ experience in accounting and ▪ provided input and advice on the strategic\nauditing. risk register and mitigation strategies.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 82]\nOffice of the Health Ombudsman\nNotes to the consolidated financial statements\nfor the year ended 30 June 2025\nD1 FAIR VALUE MEASUREMENT (continued)\nD1-3 CREDIT RISK DISCLOSURES\nCredit risk management practices\nThe office considers financial assets that are over 30 days past due to have significantly increased in credit\nrisk, and measures the loss allowance of such assets at lifetime expected credit losses instead of 12-month\nexpected credit losses.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n## Corporate Values and Operating Culture\n\n- Our strategic objectives Our values\nCARE TRANSFORMATION IMPACT Integrity Respect Collaboration\nOptimising experiences Transforming our systems, Driving improvements We are honest, ethical We are inclusive and We value working together\nand outcomes, building processes and data to drive in health service safety, and accountable. uphold the dignity and and with others to achieve\nconfidence in our services performance and influence quality and complaints diversity of people’s the best outcome.\nas being accessible, change. processes. backgrounds, experiences\nresponsive and safe. and perspectives.\n Source: `strategies/OHO_Strategic-Plan-2023-2027.pdf (https://www.oho.qld.gov.au/assets/uploads/OHO_Strategic-Plan-2023-2027.pdf)`\n- Assisted Reproductive Technology Act 2024\n▪ Achieved significant sanctions of passed in Parliament in September 2024.\ncancellations, disqualification or suspension This included insights from the Systemic\nperiods in the majority of disciplinary matters investigation into assisted reproductive\ndetermined by QCAT, with the remainder technology (ART) providers in Queensland\nresulting in reprimands, conditions and/or published on 1 July 2024 and ongoing\nfines. collaboration work with Queensland Health,\nART Unit.\n▪ Monitored the implementation of 248\nindividual recommendations made from ▪ Actively monitored the implementation of\nsystemic and health service investigations, 17 recommendations from this systemic\nclosing 163 recommendations through investigation report with eight ART provider\nevidence of service improvement actions organisations encompassing a total of 136\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [pages 1]\n[Page 1]\nBuilding Aboriginal and Torres\nStrait Islander cultural safety and\nengagement plan 2023–27\nThe Office of the Health Ombudsman respects and values Aboriginal peoples and\nTorres Strait Islander peoples’ cultures and is committed to providing a culturally\nsafe and sensitive complaints management service.\n(Source: Office of the Health Ombudsman 2023-2027 Strategic Plan—Commitment to First Nations peoples)\nStrategic objectives\nPeople: Valuing our people and empowering them for the future to improve organisational\ncultural safety.\n▪ Develop staff knowledge of issues impacting the health of Aboriginal peoples and Torres Strait Islander\npeoples, and their ability to access culturally appropriate and safe health services.\n▪ Develop staff confidence in communicating appropriately and effectively with Aboriginal peoples and\n Source: `other-pdfs/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-pl.pdf (https://www.oho.qld.gov.au/assets/uploads/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-plan-2023-27.pdf)`\n- National Boards, the NSW Health Care\nThese resources also include information\nComplaints Commission and the NSW\ntailored to Aboriginal and Torres Strait\nHealth Professional Councils Authority, the\nIslander audiences, and to victim-survivors\nJoint Position statement on Family Violence\nof family and domestic violence.\nby Health Regulators was published in\n▪ Visited eight correctional centres and youth November 2024, along with the OHO\ndetention centres to promote awareness Position Statement on Family Violence.\nand accessibility of the OHO’s health These initiatives aim to highlight the critical\ncomplaints service and dedicated phone line role of health practitioners in recognising\nwith prisoners, detainees and staff. and responding to family and domestic\nviolence and to promote consistency in\n▪ Visited communities and health services in\nregulatory practice and outcomes in relation\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- The OHO\ncontinued focus on population groups and\nalso contributes to the government’s objective\ncommunities which may experience barriers\nof ‘Safety where you live’ through promoting\nin raising health service complaints\nawareness of the role and obligations of\nhealth practitioners in respect to domestic ▪ increased the impact of the OHO’s work\nand family violence, taking regulatory action in driving improvements in the safety and\nwhere appropriate against health practitioners quality of health services through the actions\nwho use domestic and family violence, and by taken in response to complaints and other\nproviding person-centred, culturally safe and matters, and the sharing of data and insights\ntrauma informed services to victims who may from this work with key stakeholders.\nhave experienced harm through the conduct of\nThe OHO's decisions regarding health service\nhealth practitioners.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 4]\nContents\nYear in review 1 Other functions and services 41\nAbout 6 Legal services 41\nJurisdiction 7 Clinical advice 41\nWorking with Ahpra 7 Complainant support program 43\nWorking with the Queensland Police Service 8 Community engagement 43\nOrganisational structure 9 Information systems and record keeping 46\nHealth service complaints 10 Organisational governance 47\nSources of complaints 10 Strategic workforce planning and\nperformance 47\nNotifications 10\nInternal accountability 50\nOther matters 12\nExternal accountability 53\nJoint consideration 12\nService delivery complaints 54\nSpotlight complaints intake 13\nPublic Sector Ethics Act 54\nPerformance 14\nHuman Rights Act 55\nService delivery statements 14\nConsultancies 56\nTriage and early resolution 14\nFinancial summary 57\nAssessment 20\nFinancial position 57\nLocal resolution 22\nFinancial performance 57\nConciliation 24\nAppendices\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [Page 17]\nSpotlight\ncomplaints intake\n9,812 health service + 249 Own = 10,061 Total\ncomplaints motion matters\nComplaints received from\nOf the 9812 health service complaints received:\n87% 9% 4% <1%\nhealth consumer Voluntary Mandatory Self-notifications and\ncomplaints notifications notifications Referrals from other\norganisations\nIndividual practitioners complaints\nFor complaints about individual practitioners related to:\n4,447 93% 9% <1%\ncomplaints about registered unregistered student\nhealth practitioners practitioners practitioners practitioners\nThe top issues identified in complaints about practitioners were:\n40% 29% 15% 13%\nProfessional Professional conduct Communication and Medication\nperformance information\n5% 5% 4%\nReports and Professional health Code of conduct for\ncertificates health care workers\nComplaints involving a registered health practitioners most related to:\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n- [pages 17,18,19]\nnal conduct Communication and Medication\nperformance information\n5% 5% 4%\nReports and Professional health Code of conduct for\ncertificates health care workers\nComplaints involving a registered health practitioners most related to:\n62% 16% 6% 6% 2% 2%\nMedical Nurses Dentist Psychologist Pharmacists Physiotherapist\npractitioners\nHealth service organisation complaints\nComplaints involving a health service organisation most related to:\n6,017 33% 25% 11%\ncomplaints about\nPublic hospital Correctional facility Medical centre\nhealth service\norganisations\n6% 4% 3% 3%\nMental health Licensed private Dental service Pharmaceutical\nservice hospital service\nA single complaint can be about an individual practitioner or multiple practitioners, and a health service organisation.\n Source: `annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py ` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `annual-reports/5825t1376.pdf` - annual-reports - https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf\n- `strategies/OHO-Strategic-Plan-2019-23_A3_updated2020.pdf` - strategies - https://www.oho.qld.gov.au/assets/uploads/OHO-Strategic-Plan-2019-23_A3_updated2020.pdf\n- `strategies/OHO_Strategic-Plan-2023-2027.pdf` - strategies - https://www.oho.qld.gov.au/assets/uploads/OHO_Strategic-Plan-2023-2027.pdf\n- `pages/about.html` - pages - https://www.oho.qld.gov.au/for-providers/what-happens-when-the-oho-receives-a-complaint\n- `pages/announcements-index.html` - pages - https://www.oho.qld.gov.au/news-and-updates\n- `pages/announcements-index__06.html` - pages - https://www.oho.qld.gov.au/media-releases/changes-to-the-register-of-practitioners-sexual-misconduct\n- `pages/announcements-index__07.html` - pages - https://www.oho.qld.gov.au/media-releases/new-health-ombudsman-appointed\n- `pages/announcements-index__08.html` - pages - https://www.oho.qld.gov.au/media-releases/achce\n- `pages/announcements-index__09.html` - pages - https://www.oho.qld.gov.au/media-releases/the-office-of-the-health-ombudsmans-annual-report-for-2024-2025-has-been-tabled\n- `pages/announcements-index__10.html` - pages - https://www.oho.qld.gov.au/media-releases/health-ombudsman-releases-public-statement-on-mr-david-zhen-also-known-as-tai-hui-qing-and-qing-jong\n- `pages/announcements-index__11.html` - pages - https://www.oho.qld.gov.au/media-releases/oho-issues-position-statement-on-family-violence\n- `pages/announcements-index__12.html` - pages - https://www.oho.qld.gov.au/news-and-updates/general\n- `pages/contact.html` - pages - https://www.oho.qld.gov.au/contact-us\n- `pages/homepage.html` - pages - https://www.oho.qld.gov.au/\n- `pages/media-releases-index.html` - pages - https://www.oho.qld.gov.au/media-releases/get-the-best-advice-on-covid-19-and-covid-19-vaccines\n- `pages/media-releases-index__04.html` - pages - https://www.oho.qld.gov.au/media-releases/get-the-best-advice-on-covid-19-and-covid-19-vaccines\n- `pages/media-releases-index__05.html` - pages - https://www.oho.qld.gov.au/news-and-updates\n- `pages/priorities-index.html` - pages - https://www.oho.qld.gov.au/about-us/what-we-do\n- `pages/priorities-index__03.html` - pages - https://www.oho.qld.gov.au/resources/cultural-safety-and-engagement-plan\n- `pages/strategies-index.html` - pages - https://www.oho.qld.gov.au/resources/strategic-plan\n- `pages/strategies-index__00.html` - pages - https://www.oho.qld.gov.au/resources/strategic-plan\n- `pages/strategies-index__01.html` - pages - https://www.oho.qld.gov.au/assets/uploads/OHO_Strategic-Plan-2023-2027.pdf\n- `pages/strategies-index__02.html` - pages - https://www.oho.qld.gov.au/assets/uploads/OHO-Strategic-Plan-2019-23_A3_updated2020.pdf\n- `other-pdfs/david-zhen-public-statement-simplified-chinese.pdf` - other-pdfs - https://www.oho.qld.gov.au/assets/uploads/david-zhen-public-statement-simplified-chinese.pdf\n- `other-pdfs/david-zhen-public-statement-traditional-chinese.pdf` - other-pdfs - https://www.oho.qld.gov.au/assets/uploads/david-zhen-public-statement-traditional-chinese.pdf\n- `other-pdfs/OHO-complaint-form-1-2022.pdf` - other-pdfs - https://www.oho.qld.gov.au/assets/uploads/OHO-complaint-form-1-2022.pdf\n- `other-pdfs/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-pl.pdf` - other-pdfs - https://www.oho.qld.gov.au/assets/uploads/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-plan-2023-27.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Office of the Health Ombudsman - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:36:56.703616+00:00\n**Entity ID**: S-QLD-039\n**Jurisdiction**: Queensland\n**Portfolio**: \n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 27\n- Unique legislation references found: 26\n\n| Type | Count |\n|---|---:|\n| Act | 24 |\n| Standard | 2 |\n\n## Legislation References\n\n### Health Ombudsman Act 2013\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 13\n**Register search**: https://www.legislation.qld.gov.au/search?query=Health+Ombudsman+Act+2013\n\n**Sources**:\n- `pages/announcements-index.html`\n- `pages/announcements-index__09.html`\n- `pages/announcements-index__10.html`\n- `pages/media-releases-index__05.html`\n- `pages/priorities-index.html`\n- `annual-reports/5825t1376.pages.jsonl`\n- `strategies/OHO_Strategic-Plan-2023-2027.pages.jsonl`\n\n**Evidence contexts**:\n- ulatory tools.\nThis means the OHO will publish the name of the health service provider on our website to warn the public and let them know what action they should take.\nThe threshold for issuing a public statement is set at a high level in section 90AA of the\nHealth Ombudsman Act 2013\n. The decision to issue a public statement may only be made where we form a reasonable belief that the health service provider’s conduct, performance or health poses a serious risk to persons and it is necessary to issue a public statement to protect public h\n Source: `pages/announcements-index.html`\n- o 180 in 2023–2024.\nThe OHO also commenced 114 conciliations, up from 90 in the previous year. In addition, the OHO saw an increase in the number of matters resolved through early resolution at the intake stage without the need for a relevant action\nunder the Health Ombudsman Act 2013\n.\n“The OHO’s strong operational performance and impact throughout 2024–2025 was demonstrated by achieving individual outcomes through these resolution processes, alongside the significant contributions made to promoting health service and systemic improvement\n Source: `pages/announcements-index__09.html`\n- a health practitioner has an interim prohibition order or prohibition order by visiting the\nOHO website\n.\nFurther information\nThis public statement will remain in place until it is revised or revoked by the OHO.\nDue to strict confidentiality provisions in the\nHealth Ombudsman Act 2013\n, the OHO is unable to comment further. Any media enquiries can be directed to\nmedia@oho.qld.gov.au\n.\nView a copy of this public statement in:\nTraditional Chinese (PDF 343KB)\nSimplified Chinese (PDF 314KB)\n Source: `pages/announcements-index__10.html`\n- ulatory tools.\nThis means the OHO will publish the name of the health service provider on our website to warn the public and let them know what action they should take.\nThe threshold for issuing a public statement is set at a high level in section 90AA of the\nHealth Ombudsman Act 2013\n. The decision to issue a public statement may only be made where we form a reasonable belief that the health service provider’s conduct, performance or health poses a serious risk to persons and it is necessary to issue a public statement to protect public h\n Source: `pages/media-releases-index__05.html`\n- Ombudsman\n\n/\nAbout us\n/\nWhat we do\nWhat we do\nThe Office of the Health Ombudsman (OHO) is the place to contact if you have a complaint or notification to make about a health service provided in Queensland.\nThe OHO is an independent body established under the\nHealth Ombudsman Act 2013\n(the Act).\nThe OHO provides a single point of entry for\nhealth service\ncomplaints and operates in a co-regulatory model with the Australian Health Practitioner Regulation Agency (Ahpra) when dealing with notifications and complaints about registered health pr\n Source: `pages/priorities-index.html`\n\n### Financial and Performance Management Standard 2019\n\n**Type**: Standard\n**Confidence**: high\n**Mentions**: 7\n**Register search**: https://www.legislation.qld.gov.au/search?query=Financial+and+Performance+Management+Standard+2019\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- it for presentation to the Parliament the Annual Report 2024–\n2025 and financial statements for the Office of the Health Ombudsman.\nI certify that this Annual Report complies with:\n▪ the prescribed requirements of the Financial Accountability Act 2009 and the\nFinancial and Performance Management Standard 2019, and\n▪ the detailed requirements set out in the Annual report requirements for Queensland\nGovernment agencies.\nA checklist outlining the annual reporting requirements is provided at page 90 of this\nAnnual Report.\nYours sincerely\nDr Lynne Coulson Barr OAM\nHeal\n Source: `annual-reports/5825t1376.pages.jsonl`\n- imate parent.\nThe head office and principal place of business of the office is Level 12, 400 George Street, Brisbane QLD\n4000.\nA1-2 COMPLIANCE WITH PRESCRIBED REQUIREMENTS\nThe office has prepared these financial statements in compliance with section 39 of the Financial and\nPerformance Management Standard 2019 . The financial statements comply with Queensland Treasury's\nMinimum Reporting Requirements for reporting periods beginning on or after 1 July 2024.\nThe office is a not-for-profit entity and these general purpose financial statements are prepared on an\naccrua\n Source: `annual-reports/5825t1376.pages.jsonl`\n- tements 85\n\n[page 90]\nOffice of the Health Ombudsman\nManagement Certificate\nfor the year ended 30 June 2025\nThese general purpose financial statements have been prepared pursuant to s.62(1) of the Financial\nAccountability Act 2009 (the Act), section 39 of the Financial and Performance Management Standard\n2019 and other prescribed requirements. In accordance with s.62(1)(b) of the Act we certify that in our\nopinion:\na) the prescribed requirements for establishing and keeping the accounts have been complied\nwith in all material respects; and\nb) the financial stateme\n Source: `annual-reports/5825t1376.pages.jsonl`\n- scribed accounting standards, of the transactions of the Office of the Health\nOmbudsman for the financial year ended 30 June 2025 and of the financial position of the\nagency at the end of that year; and\nWe acknowledge responsibility under s. 7 and s.11 of the Financial and Performance Management\nStandard 2019 for the establishment and maintenance, in all material respects, of an appropriate and\neffective system of internal controls and risk management processes with respect to financial reporting\nthroughout the reporting period.\nDr Lynne Coulson Barr OAM Dermot Ti\n Source: `annual-reports/5825t1376.pages.jsonl`\n- te.\nIn my opinion, the financial report:\na) gives a true and fair view of the entity's financial position as at 30 June 2025, and its\nfinancial performance and cash flows for the year then ended; and\nb) complies with the Financial Accountability Act 2009, the Financial and Performance\nManagement Standard 2019 and Australian Accounting Standards.\nBasis for opinion\nI conducted my audit in accordance with the Auditor-General Auditing Standards, which\nincorporate the Australian Auditing Standards. My responsibilities under those standards are\nfurther described in the\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Financial Accountability Act 2009\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.qld.gov.au/search?query=Financial+Accountability+Act+2009\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- D 4001\nDear Minister,\nI am pleased to submit for presentation to the Parliament the Annual Report 2024–\n2025 and financial statements for the Office of the Health Ombudsman.\nI certify that this Annual Report complies with:\n▪ the prescribed requirements of the Financial Accountability Act 2009 and the\nFinancial and Performance Management Standard 2019, and\n▪ the detailed requirements set out in the Annual report requirements for Queensland\nGovernment agencies.\nA checklist outlining the annual reporting requirements is provided at page 90 of this\nAn\n Source: `annual-reports/5825t1376.pages.jsonl`\n- rom Government or Queensland Treasury.\nAppendix 3—Financial statements 85\n\n[page 90]\nOffice of the Health Ombudsman\nManagement Certificate\nfor the year ended 30 June 2025\nThese general purpose financial statements have been prepared pursuant to s.62(1) of the Financial\nAccountability Act 2009 (the Act), section 39 of the Financial and Performance Management Standard\n2019 and other prescribed requirements. In accordance with s.62(1)(b) of the Act we certify that in our\nopinion:\na) the prescribed requirements for establishing and keeping the account\n Source: `annual-reports/5825t1376.pages.jsonl`\n- formation, and the management certificate.\nIn my opinion, the financial report:\na) gives a true and fair view of the entity's financial position as at 30 June 2025, and its\nfinancial performance and cash flows for the year then ended; and\nb) complies with the Financial Accountability Act 2009, the Financial and Performance\nManagement Standard 2019 and Australian Accounting Standards.\nBasis for opinion\nI conducted my audit in accordance with the Auditor-General Auditing Standards, which\nincorporate the Australian Auditing Standards. My responsibili\n Source: `annual-reports/5825t1376.pages.jsonl`\n- ned is sufficient and appropriate to provide a\nbasis for my opinion.\nResponsibilities of the entity for the financial report\nThe Health Ombudsman is responsible for the preparation of the financial report that gives a\ntrue and fair view in accordance with the Financial Accountability Act 2009, the Financial and\nPerformance Management Standard 2019 and Australian Accounting Standards, and for\nsuch internal control as the Health Ombudsman determines is necessary to enable the\npreparation of the financial report that is free from material misstatemen\n Source: `annual-reports/5825t1376.pages.jsonl`\n- hat, the prescribed requirements in relation to the establishment and\nkeeping of accounts were complied with in all material respects.\nPrescribed requirements scope\nThe prescribed requirements for the establishment and keeping of accounts are contained in\nthe Financial Accountability Act 2009 and the Financial and Performance Management\nStandard 2019. The applicable requirements include those for keeping financial records that\ncorrectly record and explain the entity’s transactions and account balances to enable the\npreparation of a true and fair f\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Human Rights Act 2019\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 4\n**Register search**: https://www.legislation.qld.gov.au/search?query=Human+Rights+Act+2019\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- rs.\non topics such as the Public Sector Code of\nThe OHO adopts an organisation-\nConduct, fraud and corruption prevention,\nwide framework that links learning and\nrecognising and responding to domestic\ndevelopment opportunities systematically with\nviolence, the Human Rights Act 2019, and fire\nbusiness needs and individual performance\nsafety. This training is undertaken when they\nand development planning. This supports staff\ncommence employment with the office and is\nin upskilling to achieve their full potential and\nrefreshed annually.\nhe\n Source: `annual-reports/5825t1376.pages.jsonl`\n- 2024.\n54 Office of the Health Ombudsman Annual Report 2024–2025\n\n[page 59]\nHuman Rights Act The OHO continues to undertake actions to\nfurther the objects of the Human Rights Act\nThe OHO is both a public entity and referral\n2019 including:\nentity regarding the Human Rights Act 2019.\n▪ continuing the referral arrangements\nAs a public entity, in 2024–2025 the OHO between the OHO and the QHRC52\nreceived three complaints about its decisions\nin relation to human rights issues. All ▪ mandatory induction training for all\ncomplaints were dealt\n Source: `annual-reports/5825t1376.pages.jsonl`\n- to privacy and reputation.\nThere were no formal referrals made from the\nOHO to QHRC in the period, however the OHO\nprovides consistent advice to complainants\nand consumers about their ability to access\nand seek assistance from QHRC.\n51 Section 66(2)(a) of the Human Rights Act 2019.\n52 Section 74 of the Human Rights Act 2019\nOrganisational governance 55\n\n[page 60]\nCharter of Victims’ Rights Consultancies\nThe Charter of Victims’ Rights53 (the Charter), Korda Mentha was contracted to support\nestablished under the Victims Commissioner oper\n Source: `annual-reports/5825t1376.pages.jsonl`\n- mal referrals made from the\nOHO to QHRC in the period, however the OHO\nprovides consistent advice to complainants\nand consumers about their ability to access\nand seek assistance from QHRC.\n51 Section 66(2)(a) of the Human Rights Act 2019.\n52 Section 74 of the Human Rights Act 2019\nOrganisational governance 55\n\n[page 60]\nCharter of Victims’ Rights Consultancies\nThe Charter of Victims’ Rights53 (the Charter), Korda Mentha was contracted to support\nestablished under the Victims Commissioner operational investigation matters, this included\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Information Privacy Act 2009\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 4\n**Register search**: https://www.legislation.qld.gov.au/search?query=Information+Privacy+Act+2009\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n- `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n**Evidence contexts**:\n- nquiries and\nWork is underway to update the mobile friendly legislative proposals\nonline complaints form and the new interactive\nIn 2024–2025, the OHO continued to be\nnotification form to comply with the changes to\nactively engaged in shaping important issues\nInformation Privacy Act 2009 (Qld).\nrelated to healthcare. The OHO received 100\nrequests and invitations to provide input to\nconsultations, research, reviews or inquiries.\nWe reviewed and provided detailed feedback or\nsubmissions on 52 matters. These submissions\ncovered a wide range of t\n Source: `annual-reports/5825t1376.pages.jsonl`\n- laints.\nGiven the significant size of the OHO’s\ndatasets, and the fact these often contain\npersonal and confidential information, the\nOHO established a working group of subject\nmatter experts from each OHO division to\nmanage compliance with the changes to the\nInformation Privacy Act 2009 and the Right\nto Information Act 2009 stemming from the\n46 Office of the Health Ombudsman Annual Report 2024–2025\n\n[page 51]\nOrganisational governance\nStrategic workforce planning and performance\nAt the end of the financial year, the OHO had 150.42 full-time\n Source: `annual-reports/5825t1376.pages.jsonl`\n- dards\ninterest disclosures are readily accessible to staff\nISO 1002:2022 Guidelines for complaints\nthrough the OHO’s intranet.\nmanaged in organisations. The OHO is reviewing\nthe OHO Service Delivery Complaints Policy\nand Procedure to align with changes to the\nInformation Privacy Act 2009 and the Victims\nCommissioner Sexual Violence Review Board Act\n2024.\n54 Office of the Health Ombudsman Annual Report 2024–2025\n\n[page 59]\nHuman Rights Act The OHO continues to undertake actions to\nfurther the objects of the Human Rights Act\nThe OHO is both a p\n Source: `annual-reports/5825t1376.pages.jsonl`\n- e the Australian Health Practitioner Regulation Agency of your complaint.\nWe will not disclose personal information unless you consent or the disclosure is allowed, authorised or required by law.\nYou can apply to access or amend documents held by us under the Information Privacy Act 2009 and the\nRight to Information Act 2009. Some documents—for example those containing the personal information of other\npeople—may be exempt from access.\nVisit our website to read our Privacy Statement and to find out how to access/amend documents at www.oho.qld\n Source: `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n### Public Sector Act 2022\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 4\n**Register search**: https://www.legislation.qld.gov.au/search?query=Public+Sector+Act+2022\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- 025. However, two officers accepted voluntary\nthat identify from culturally and linguistically\nmedical retirement packages.\ndiverse peoples, who speak a language\nother than English at home\n▪ refining recruitment processes to align with\nChapters 1 and 2 of the Public Sector Act\n2022, including measures to increase the\nrepresentation of Aboriginal and Torres\nStrait Islander Peoples on recruitment\npanels\n▪ attending NAIDOC events at Musgrave\nPark in Brisbane and visiting remote\ncommunities to engage with the public and\nraise awareness of t\n Source: `annual-reports/5825t1376.pages.jsonl`\n- ts are managed in\ntraining for existing employees, was delivered via\naccordance with the OHO Service Delivery\nthe OHO online training platform. The Code of\nComplaints Policy and Procedure, which aligns\nConduct and all procedures relating to unethical\nwith the Public Sector Act 2022, the Human\nconduct, breaches of the code, and public\nRights Act 2019 and the Australian Standards\ninterest disclosures are readily accessible to staff\nISO 1002:2022 Guidelines for complaints\nthrough the OHO’s intranet.\nmanaged in organisations. The OHO is rev\n Source: `annual-reports/5825t1376.pages.jsonl`\n- for the year ended 30 June 2025\nSECTION 1\nABOUT THE AGENCY AND THIS FINANCIAL REPORT\nA1 BASIS OF FINANCIAL STATEMENT PREPARATION\nA1-1 GENERAL INFORMATION\nThe Office of the Health Ombudsman (\"the office\") is a Queensland Government statutory authority per the\nPublic Sector Act 2022 and controlled by the State of Queensland, which is the ultimate parent.\nThe head office and principal place of business of the office is Level 12, 400 George Street, Brisbane QLD\n4000.\nA1-2 COMPLIANCE WITH PRESCRIBED REQUIREMENTS\nThe office has prepared thes\n Source: `annual-reports/5825t1376.pages.jsonl`\n- nd Whole of Government Consolidated\nFinancial Statements, which are published as part of Queensland Treasury’s Report on State Finances.\nRemuneration policy for the office's other KMP is set by the Queensland Public Sector Commission as\nprovided for under the Public Sector Act 2022 . Individual remuneration and other terms of employment\n(including motor vehicle entitlements and performance payments if applicable) are specified in\nemployment contracts.\nRemuneration expense for those KMP comprise the following components:\nShort-term emplo\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Act Health Ombudsman Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Act+Health+Ombudsman+Act+2013\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- tion technology costs (4 per cent). The\nremaining 13 per cent was expended across\nlegal fees, temporary employment staff, QCAT\nfees and general operating costs.\nFinancial summary 57\n\n[page 62]\nAppendix 1—Abbreviations and acronyms\nAbbreviation Full definition\nAct Health Ombudsman Act 2013\nAhpra Australian Health Practitioner Regulation Agency\nFSANZ Fertility Society of Australia and New Zealand\nHHS Hospital and Health Service\nHuman Rights Act Human Rights Act 2019\nIT Information Technology\nMinister Queensland Minister for Health and Ambulance\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Complaint Defined in the Health Ombudsman Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Complaint+Defined+in+the+Health+Ombudsman+Act+2013\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- r exploitative of the patient. Boundary violations can be\neither sexual or nonsexual.\nConditions Limitations placed on a registered practitioner’s registration either by\nthe Health Ombudsman when taking immediate registration action,\nor by QCAT as a sanction.\nComplaint Defined in the Health Ombudsman Act 2013 as: Means a health\nservice complaint.\nConsumer For the purposes of this report, any individual who receives a health\nservice.\nContact An individual engagement with the OHO through any communication\nmethod, including post, phone or email (and previously, in pe\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Fertility Society of Australia and New Zealand HHS Hospital and Health Service Human Rights Act Human Rights Act 2019\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Fertility+Society+of+Australia+and+New+Zealand+HHS+Hospital+and+Health+Service+Human+Rights+Act+Human+Rights+Act+2019\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- s, temporary employment staff, QCAT\nfees and general operating costs.\nFinancial summary 57\n\n[page 62]\nAppendix 1—Abbreviations and acronyms\nAbbreviation Full definition\nAct Health Ombudsman Act 2013\nAhpra Australian Health Practitioner Regulation Agency\nFSANZ Fertility Society of Australia and New Zealand\nHHS Hospital and Health Service\nHuman Rights Act Human Rights Act 2019\nIT Information Technology\nMinister Queensland Minister for Health and Ambulance Services\nMinister (until 31 October Minister for Health, Mental Health and Ambulance Services and\n2024) Minister for Women\nMOU Memorandum of Understanding\nNational Boards\nThe 15 n\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Assisted Reproductive Technology Act 2024\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.qld.gov.au/search?query=Assisted+Reproductive+Technology+Act+2024\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- inst practitioners on the improvements and regulatory reform\nOHO’s website to include direct links to\n▪ Played a key role in shaping significant\nrelevant individual practitioner information\nlegislative and regulatory reforms in the\non Ahpra’s public register.\nAssisted Reproductive Technology Act 2024\n▪ Achieved significant sanctions of passed in Parliament in September 2024.\ncancellations, disqualification or suspension This included insights from the Systemic\nperiods in the majority of disciplinary matters investigation into assisted reproductive\ndetermi\n Source: `annual-reports/5825t1376.pages.jsonl`\n- impact on understanding and information\nprocessing.\nLegislative and Regulatory Reforms\nThe findings from the OHO’s investigation Over the past year, the OHO has progressively\nsignificantly influenced the development of the closed the monitoring of individual\nAssisted Reproductive Technology Act 2024 (ART recommendations after reviewing evidence of\nAct), which was passed on 10 September 2024. satisfactory implementation and considering\nThis legislation introduced regulatory oversight how the new regulatory arrangements and\nand safeguards for ART services,\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Right to Information Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.qld.gov.au/search?query=Right+to+Information+Act+2009\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n- `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n**Evidence contexts**:\n- the OHO’s\ndatasets, and the fact these often contain\npersonal and confidential information, the\nOHO established a working group of subject\nmatter experts from each OHO division to\nmanage compliance with the changes to the\nInformation Privacy Act 2009 and the Right\nto Information Act 2009 stemming from the\n46 Office of the Health Ombudsman Annual Report 2024–2025\n\n[page 51]\nOrganisational governance\nStrategic workforce planning and performance\nAt the end of the financial year, the OHO had 150.42 full-time equivalent (FTE) employees and a\ntotal\n Source: `annual-reports/5825t1376.pages.jsonl`\n- Regulation Agency of your complaint.\nWe will not disclose personal information unless you consent or the disclosure is allowed, authorised or required by law.\nYou can apply to access or amend documents held by us under the Information Privacy Act 2009 and the\nRight to Information Act 2009. Some documents—for example those containing the personal information of other\npeople—may be exempt from access.\nVisit our website to read our Privacy Statement and to find out how to access/amend documents at www.oho.qld.gov.au.\nI acknowledge that the Office\n Source: `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n### Auditor-General Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Auditor-General+Act+2009\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- for the audit of the financial report is located at the\nAuditing and Assurance Standards Board website at:\nhttps://www.auasb.gov.au/auditors_responsibilities/ar4.pdf\nThis description forms part of my auditor’s report.\nStatement\nIn accordance with s.40 of the Auditor-General Act 2009, for the year ended 30 June 2025:\na) I received all the information and explanations I required.\nb) I consider that, the prescribed requirements in relation to the establishment and\nkeeping of accounts were complied with in all material respects.\nPrescribed r\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Charter of Victims’ Rights VCSVRB Act 2024\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Charter+of+Victims%E2%80%99+Rights+VCSVRB+Act+2024\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- blication ARRs – section 16\nPage 89\nof information\n▪ Consultancies ARRs – section 31.1 https://data.qld.gov.\nau\n▪ Overseas travel ARRs – section 31.2 https://data.qld.gov.\nau\n▪ Queensland Language Services ARRs – section 31.3 https://data.qld.gov.\nPolicy au\n▪ Charter of Victims’ Rights VCSVRB Act 2024 https://data.qld.gov.\nARRs – section 31.4 au\nFinancial ▪ Certification of financial FAA – section 62\nstatements statements FPMS – sections 38, 39 and 46 Page 86\nARRs – section 17.1\n▪ Independent Auditor’s Report FAA – section 62\nFPMS – section 46 Pages 87–88\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### FAA Financial Accountability Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=FAA+Financial+Accountability+Act+2009\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- v.\nARRs – section 31.4 au\nFinancial ▪ Certification of financial FAA – section 62\nstatements statements FPMS – sections 38, 39 and 46 Page 86\nARRs – section 17.1\n▪ Independent Auditor’s Report FAA – section 62\nFPMS – section 46 Pages 87–88\nARRs – section 17.2\nFAA Financial Accountability Act 2009\nFPMS Financial and Performance Management Standard 2019\nARRs Annual report requirements for Queensland Government agencies\nAppendix 5—Compliance checklist 91\n\n[page 96]\nContact details More information\nOffice of the Health Ombudsman\nwww.oho.qld.gov.au\nPO Box\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### FPMS Financial and Performance Management Standard 2019\n\n**Type**: Standard\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=FPMS+Financial+and+Performance+Management+Standard+2019\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- Certification of financial FAA – section 62\nstatements statements FPMS – sections 38, 39 and 46 Page 86\nARRs – section 17.1\n▪ Independent Auditor’s Report FAA – section 62\nFPMS – section 46 Pages 87–88\nARRs – section 17.2\nFAA Financial Accountability Act 2009\nFPMS Financial and Performance Management Standard 2019\nARRs Annual report requirements for Queensland Government agencies\nAppendix 5—Compliance checklist 91\n\n[page 96]\nContact details More information\nOffice of the Health Ombudsman\nwww.oho.qld.gov.au\nPO Box 13281 George Street QLD 4003\nChat with us online\n133 OHO\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Family Violence Protection Act 2012\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Family+Violence+Protection+Act+2012\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- tioners having conditions imposed on\nthe Pharmaceutical Benefits Scheme. The second\ntheir registration\nmatter related to the practitioner’s contravention\n▪ practitioners being fined (from $5,000 to of a police protection notice under the Domestic\n$10,000) and Family Violence Protection Act 2012, and\nrelated failures to notify or declare the criminal\n▪ a matter where the decision on sanction is history to the National Board.\nstill pending.\nOutcome\nQCAT decisions are available from the Supreme The Tribunal found the pharmacist’s conduct\nCourt Library\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Human Rights Human Rights Act 2019\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Human+Rights+Human+Rights+Act+2019\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- e 9\nmanagement and\nstructure ▪ Executive management ARRs – section 13.2 Pages 50–51\n▪ Government bodies (statutory ARRs – section 13.3\nNot applicable\nbodies and other entities)\n▪ Public Sector Ethics Public Sector Ethics Act 1994\nPage 54\nARRs – section 13.4\n▪ Human Rights Human Rights Act 2019\nPages 55\nARRs – section 13.5\n▪ Queensland public service ARRs – section 13.6\nPage 6\nvalues\nGovernance – risk ▪ Risk management ARRs – section 14.1 Page 52\nmanagement and\naccountability ▪ Audit committee ARRs – section 14.2 Page 52\n▪ Internal audit ARRs – sect\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Income Tax Assessment Act 1936\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Income+Tax+Assessment+Act+1936\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- he office for the first time in 2024-25 had any\nmaterial impact on the financial statements.\nAccounting standards early adopted\nNo Australian Accounting Standards have been early adopted for 2024-25.\nF4 TAXATION\nThe Office is a State body as defined under the Income Tax Assessment Act 1936 and is exempt from\nCommonwealth taxation with the exception of Fringe Benefits Tax (FBT) and Goods and Services Tax\n(GST). FBT and GST are the only taxes accounted for by the Office. GST credits receivable from, and GST\npayable to the ATO, are recognised (ref\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Information Privacy Principles in the Information Privacy Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Information+Privacy+Principles+in+the+Information+Privacy+Act+2009\n\n**Sources**:\n- `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n**Evidence contexts**:\n- cerns.\nWe will keep your complaint on record to help us identify patterns of conduct, complaint trends and systemic issues.\n\n[page 4]\n7. Privacy and confidentiality\nIn managing your complaint, we will collect personal information about you. We comply with the Information Privacy\nPrinciples in the Information Privacy Act 2009.\nWe are required to give your complaint to the person and/or organisation you have named. If there is any\ninformation you don t want them to receive, please let us know. If your complaint is about a registered\npractitioner, we will advise the Australian Healt\n Source: `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n### Information Privacy and Other Legislation Amendment Act 2023\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Information+Privacy+and+Other+Legislation+Amendment+Act+2023\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- amily-violence/joint-position-on-family-violence-by-regulators-of-health-\npractitioners\n49 https://www.oho.qld.gov.au/resources/family-violence/oho-position-statement-on-family-violence\nOther functions and services 45\n\n[page 50]\nInformation systems and record Information Privacy and Other Legislation\nAmendment Act 2023. This group is responsible\nkeeping\nfor reviewing and revising all existing OHO\nThe OHO is committed to creating and policies and procedures, notifications\nmaintaining full and accurate records of all and forms, and drafting new policies and\nbusiness transacti\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### OHO’s Records Information Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=OHO%E2%80%99s+Records+Information+Act+2009\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- h the\ninforms the OHO’s approach to recordkeeping new requirements.\nand information management and its Records\nThe OHO has a dedicated Right to Information\nManagement Policy and Procedure.\nOfficer to manage requests under the Right to\nUpdates were made to the OHO’s Records Information Act 2009.\nmanagement, archiving and disposal policy in\nThe OHO provides in-house management of\n2024–2025 to reflect the changes outlined in\nall ICT servers and services via a cloud-based\nthe Public Records Act 2023.\ninformation technology management as a\nThe OHO appli\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Public Records Act 2023\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Public+Records+Act+2023\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- nder the Right to\nUpdates were made to the OHO’s Records Information Act 2009.\nmanagement, archiving and disposal policy in\nThe OHO provides in-house management of\n2024–2025 to reflect the changes outlined in\nall ICT servers and services via a cloud-based\nthe Public Records Act 2023.\ninformation technology management as a\nThe OHO applies the General Retention service (ITMaaS) model with the Datacom\nand Disposal Schedule (GRDS) from Group utilising Microsoft Azure. Through the\nQueensland State Archives as a basis for ITMaaS, the OHO has i\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Public Sector Ethics Public Sector Ethics Act 1994\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Public+Sector+Ethics+Public+Sector+Ethics+Act+1994\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- mance performance\nGovernance – ▪ Organisational structure ARRs – section 13.1 Page 9\nmanagement and\nstructure ▪ Executive management ARRs – section 13.2 Pages 50–51\n▪ Government bodies (statutory ARRs – section 13.3\nNot applicable\nbodies and other entities)\n▪ Public Sector Ethics Public Sector Ethics Act 1994\nPage 54\nARRs – section 13.4\n▪ Human Rights Human Rights Act 2019\nPages 55\nARRs – section 13.5\n▪ Queensland public service ARRs – section 13.6\nPage 6\nvalues\nGovernance – risk ▪ Risk management ARRs – section 14.1 Page 52\nmanagement and\naccountability ▪ Audit c\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Sexual Violence Review Board Act 2024\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Sexual+Violence+Review+Board+Act+2024\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- nisational governance 55\n\n[page 60]\nCharter of Victims’ Rights Consultancies\nThe Charter of Victims’ Rights53 (the Charter), Korda Mentha was contracted to support\nestablished under the Victims Commissioner operational investigation matters, this included\nand Sexual Violence Review Board Act 2024 (Qld), providing forensic computer capability and\noutlines how victims of violent crime (including innovative investigative software solutions on\nsexual and domestic and family violence) an ad-hoc basis.\nshould be treated by Queensland Government\nInformation\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n### Under the Public Interest Disclosure Act 2010\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Under+the+Public+Interest+Disclosure+Act+2010\n\n**Sources**:\n- `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n**Evidence contexts**:\n- on?\nNo Yes If yes, please provide date and reference number: ________________________________\nHas the information provided in the complaint been assessed as a public interest disclosure*?\nNo Yes If yes, who is the discloser? ________________________________\n* Under the Public Interest Disclosure Act 2010\n5. What do you want to happen?\n6. Information collected for de-identified, statistical use only\nYour gender identity: _______________________________________________________ Your post code: ___ ___ ___ ___\nYour country of birth: ______________________________\n Source: `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl`\n\n### Victims Commissioner Sexual Violence Review Board Act 2024\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.qld.gov.au/search?query=Victims+Commissioner+Sexual+Violence+Review+Board+Act+2024\n\n**Sources**:\n- `annual-reports/5825t1376.pages.jsonl`\n\n**Evidence contexts**:\n- y accessible to staff\nISO 1002:2022 Guidelines for complaints\nthrough the OHO’s intranet.\nmanaged in organisations. The OHO is reviewing\nthe OHO Service Delivery Complaints Policy\nand Procedure to align with changes to the\nInformation Privacy Act 2009 and the Victims\nCommissioner Sexual Violence Review Board Act\n2024.\n54 Office of the Health Ombudsman Annual Report 2024–2025\n\n[page 59]\nHuman Rights Act The OHO continues to undertake actions to\nfurther the objects of the Human Rights Act\nThe OHO is both a public entity and referral\n2019 including:\nentity regarding the Huma\n Source: `annual-reports/5825t1376.pages.jsonl`\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/announcements-index.html` (page)\n- `pages/announcements-index__06.html` (page)\n- `pages/announcements-index__07.html` (page)\n- `pages/announcements-index__08.html` (page)\n- `pages/announcements-index__09.html` (page)\n- `pages/announcements-index__10.html` (page)\n- `pages/announcements-index__11.html` (page)\n- `pages/announcements-index__12.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `pages/media-releases-index.html` (page)\n- `pages/media-releases-index__04.html` (page)\n- `pages/media-releases-index__05.html` (page)\n- `pages/priorities-index.html` (page)\n- `pages/priorities-index__03.html` (page)\n- `pages/strategies-index.html` (page)\n- `pages/strategies-index__00.html` (page)\n- `pages/strategies-index__01.html` (page)\n- `pages/strategies-index__02.html` (page)\n- `annual-reports/5825t1376.pages.jsonl` (pdf_pages)\n- `other-pdfs/Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-pl.pages.jsonl` (pdf_pages)\n- `other-pdfs/david-zhen-public-statement-simplified-chinese.pages.jsonl` (pdf_pages)\n- `other-pdfs/david-zhen-public-statement-traditional-chinese.pages.jsonl` (pdf_pages)\n- `other-pdfs/OHO-complaint-form-1-2022.pages.jsonl` (pdf_pages)\n- `strategies/OHO-Strategic-Plan-2019-23_A3_updated2020.pages.jsonl` (pdf_pages)\n- `strategies/OHO_Strategic-Plan-2023-2027.pages.jsonl` (pdf_pages)", "global_initiatives_md": null, "strategy": { "reporting_period": "2024-2025", "corporate_plan_period": "2025-2026", "vision": null, "vision_source_page": null, "purposes": "The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system. [AR p.10]", "purposes_source_page": 10, "how_we_deliver": "The OHO contributes to the Queensland Government's objective of ‘Health services when you need them’ by protecting and supporting the community through responsive complaints processes and regulatory action and ensuring that data and learnings from complaints drive service and system improvements. The OHO also contributes to the government’s objective of ‘Safety where you live’ through promoting awareness of the role and obligations of health practitioners in respect to domestic and family violence, taking regulatory action where appropriate against health practitioners who use domestic and family violence, and by providing person-centred, culturally safe and trauma informed services to victims who may have experienced harm through the conduct of health practitioners. [AR p.10]", "how_we_deliver_source_page": 10, "government_priorities": [ { "text": "care–optimising experiences and outcomes; building confidence in our services as being accessible, responsive and safe", "source_page": 10 }, { "text": "transformation–transforming our systems, service delivery processes and data to drive performance and influence change", "source_page": 10 }, { "text": "impact–driving improvements in health service safety, quality and complaints processes", "source_page": 10 }, { "text": "people–valuing our people and empowering them for the future", "source_page": 10 }, { "text": "integration–ensuring the effectiveness and integration of our regulatory and complaint management functions", "source_page": 10 } ], "outcomes": [ { "name": "Outcome 1: Protecting and supporting the community through responsive complaints processes and regulatory action", "description": "The OHO’s work in protecting and supporting the community through responsive complaints processes and regulatory action drives positive change and confidence in the health system. This includes managing complaints about registered and unregistered health practitioners, health services and facilities, and taking regulatory action where appropriate against health practitioners who use domestic and family violence. [AR p.10]", "key_activities": [ "managing complaints about registered and unregistered health practitioners, health services and facilities", "taking regulatory action where appropriate against health practitioners who use domestic and family violence" ], "source_page": 10 } ], "values": [ "protecting and supporting the community", "responsive complaints processes", "regulatory action", "positive change", "confidence in the health system" ], "values_framework_name": null, "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Complaint decisions within seven days of receipt", "target": "90%", "source_page": 20 }, { "code": "CCE02", "measure": "Complaints assessed within timeframes", "target": "90%", "source_page": 20 }, { "code": "CCE03", "measure": "Complaints resolved within timeframes", "target": "100%", "source_page": 20 }, { "code": "CCE04", "measure": "Investigations finalised within 12 months", "target": "75%", "source_page": 20 }, { "code": "CCE05", "measure": "Disciplinary matters filed in QCAT with a case to answer", "target": "90%", "source_page": 20 }, { "code": "CCE06", "measure": "Immediate action decisions upheld by QCAT", "target": "90%", "source_page": 20 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Complaint decisions within seven days of receipt", "result": "97.2%", "status": "Achieved", "source_page": 20 }, { "code": "CCE02", "measure": "Complaints assessed within timeframes", "result": "87.7%", "status": "Substantially achieved", "source_page": 20 }, { "code": "CCE03", "measure": "Complaints resolved within timeframes", "result": "98.5%", "status": "Achieved", "source_page": 20 }, { "code": "CCE04", "measure": "Investigations finalised within 12 months", "result": "52.5%", "status": "Partially achieved", "source_page": 20 }, { "code": "CCE05", "measure": "Disciplinary matters filed in QCAT with a case to answer", "result": "100%", "status": "Achieved", "source_page": 20 }, { "code": "CCE06", "measure": "Immediate action decisions upheld by QCAT", "result": "50%", "status": "Partially achieved", "source_page": 20 } ], "_source_urls": { "annual_report_url": "", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "In terms of complaints about\nstrong operational performance in 2024–2025, health services, a wide range of issues of safety,\nout-performing on two of the service delivery quality and patient rights continue to feature in\nstatement (SDS) measures: complaints, including concerns about care and\ntreatment provided in particular settings such as\n▪ Complaint decisions within seven days of\nmaternity services and mental health services.\nreceipt: Achieved 97.2 per cent, surpassing the\n90% target.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "In terms of complaints about\nstrong operational performance in 2024–2025, health services, a wide range of issues of safety,\nout-performing on two of the service delivery quality and patient rights continue to feature in\nstatement (SDS) measures: complaints, including concerns about care and\ntreatment provided in particular settings such as\n▪ Complaint decisions within seven days of\nmaternity services and mental health services.\nreceipt: Achieved 97.2 per cent, surpassing the\n90% target.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "[Page 19]\nTable 1 The Office of the Health Ombudsman service standards\n2024–2025\nTarget/\nEffectiveness measures Actual\nEstimate\nPercentage of complaints This is a measure of service timeliness.\nreceived and accepted or The timeframe for initial decisions to accept or 90% 97.2%\nnot accepted within 7 days not accept matters is 7 business days.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "[Page 19]\nTable 1 The Office of the Health Ombudsman service standards\n2024–2025\nTarget/\nEffectiveness measures Actual\nEstimate\nPercentage of complaints This is a measure of service timeliness.\nreceived and accepted or The timeframe for initial decisions to accept or 90% 97.2%\nnot accepted within 7 days not accept matters is 7 business days.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "[Page 56]\nRisk and Audit Committee Invitees for 2024–2025:\nThe OHO’s Risk and Audit Committee (the ▪ Ms Lynne Coulson Barr OAM, Health\nCommittee) is responsible for providing Ombudsman\nindependent assurance and assistance\n▪ Ms Kelly Gleeson, Executive Director\nto the Health Ombudsman on the OHO’s\nInvestigations\nrisk management framework, control\nenvironment and financial reporting process. ▪ Ms Karen Simpson, A/Executive Director\nThe Committee does not replace established\nLegal General Counsel\nmanagement responsibilities and delegations,\nthe responsibilities of other executive ▪ Ms Maree Hill, Executive Director\nmanagement groups within the OHO, or the Assessment and Resolution\nreporting lines of external audit functions.\n▪ Mr Dermot Tiernan, Executive Director\nThe Committee’s membership is comprised Corporate and Strategic Services\nof external appointments.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "[Page 56]\nRisk and Audit Committee Invitees for 2024–2025:\nThe OHO’s Risk and Audit Committee (the ▪ Ms Lynne Coulson Barr OAM, Health\nCommittee) is responsible for providing Ombudsman\nindependent assurance and assistance\n▪ Ms Kelly Gleeson, Executive Director\nto the Health Ombudsman on the OHO’s\nInvestigations\nrisk management framework, control\nenvironment and financial reporting process. ▪ Ms Karen Simpson, A/Executive Director\nThe Committee does not replace established\nLegal General Counsel\nmanagement responsibilities and delegations,\nthe responsibilities of other executive ▪ Ms Maree Hill, Executive Director\nmanagement groups within the OHO, or the Assessment and Resolution\nreporting lines of external audit functions.\n▪ Mr Dermot Tiernan, Executive Director\nThe Committee’s membership is comprised Corporate and Strategic Services\nof external appointments.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Staff Productivity", "scale": "small", "title": "Reusable briefing and summary assistant for internal documents", "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.", "quote": "[pages 47,48,49]\n, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\neducation and engagement activities reaching ▪ Aboriginal and Torres Strait Islander Health\nmore than 1,900 stakeholders.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Staff Productivity", "scale": "large", "title": "Department-wide knowledge and briefing platform", "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.", "quote": "[pages 47,48,49]\n, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\neducation and engagement activities reaching ▪ Aboriginal and Torres Strait Islander Health\nmore than 1,900 stakeholders.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Case Processing", "scale": "small", "title": "Triage queue for stuck or ageing cases", "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.", "quote": "[Page 25]\nAssessment decisions\nCase Study\n‘Assessment decisions’ measures the number\nFacilitating quality outcomes for\nand type of relevant actions taken at the\na consumer who required dental\nassessment stage of the complaint handling\nprocess. ‘Assessment decisions’ (Table 6) and services\n‘Assessments completed’ (Figures 5 and 6)\nmay not necessarily match, as each completed\nComplaint\nassessment can result in multiple assessment\nA consumer visited a public dental provider after\ndecisions.\nexperiencing toothaches and headaches.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Case Processing", "scale": "large", "title": "End-to-end case processing redesign", "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.", "quote": "[Page 25]\nAssessment decisions\nCase Study\n‘Assessment decisions’ measures the number\nFacilitating quality outcomes for\nand type of relevant actions taken at the\na consumer who required dental\nassessment stage of the complaint handling\nprocess. ‘Assessment decisions’ (Table 6) and services\n‘Assessments completed’ (Figures 5 and 6)\nmay not necessarily match, as each completed\nComplaint\nassessment can result in multiple assessment\nA consumer visited a public dental provider after\ndecisions.\nexperiencing toothaches and headaches.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Citizen Participation", "scale": "small", "title": "Consultation feedback summaries with response tracking", "idea": "Summarise consultation submissions by theme and publish what changed in response.", "quote": "[pages 47,48,49]\n, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\neducation and engagement activities reaching ▪ Aboriginal and Torres Strait Islander Health\nmore than 1,900 stakeholders.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-QLD-039", "entity_name": "Office of the Health Ombudsman", "folder_name": "Office-of-the-Health-Ombudsman", "category": "Citizen Participation", "scale": "large", "title": "Always-on policy participation platform", "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.", "quote": "[pages 47,48,49]\n, including:\neffective responses to complaints and the\nOHO’s role in protecting the public health and ▪ Queensland Health staff\nsafety, and in driving improvements in health\n▪ Queensland Corrective Services staff\nservice delivery.\n▪ Local council staff\nIn 2024–2025, the OHO undertook 184\neducation and engagement activities reaching ▪ Aboriginal and Torres Strait Islander Health\nmore than 1,900 stakeholders.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/5825t1376.pdf (https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": null, "url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "file": "annual-reports/5825t1376.pdf", "bytes": 3666746, "link_text": "View a copy of the OHO annual report (PDF 3.5MB)" }, { "category": "strategies", "year": "2023", "url": "https://www.oho.qld.gov.au/assets/uploads/OHO_Strategic-Plan-2023-2027.pdf", "file": "strategies/OHO_Strategic-Plan-2023-2027.pdf", "bytes": 3086163, "link_text": "Download the Office of the Health Ombudsman 2023–27 Strategic Plan (PDF 3MB)" }, { "category": "strategies", "year": "2019", "url": "https://www.oho.qld.gov.au/assets/uploads/OHO-Strategic-Plan-2019-23_A3_updated2020.pdf", "file": 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"other-pdfs/david-zhen-public-statement-traditional-chinese.pdf", "bytes": 480936, "link_text": "Traditional Chinese (PDF 343KB)" }, { "category": "other-pdfs", "year": null, "url": "https://www.oho.qld.gov.au/assets/uploads/david-zhen-public-statement-simplified-chinese.pdf", "file": "other-pdfs/david-zhen-public-statement-simplified-chinese.pdf", "bytes": 482741, "link_text": "Simplified Chinese (PDF 314KB)" } ], "_meta": { "snapshot_built_at": "2026-05-13T11:02:59+00:00", "strategy_brief_meta": { "model": "nova-micro", "folder": "Office-of-the-Health-Ombudsman", "annual_report": { "file": "annual-reports\\5825t1376.txt", "url": "https://www.parliament.qld.gov.au/Work-of-the-Assembly/Tabled-Papers/docs/5825T1376/5825t1376.pdf", "year": null }, "corporate_plan": { "file": null, "url": "", "year": null }, "usage": { "input_tokens": 21935, "output_tokens": 1331, "total_tokens": 23266, "model": "nova-micro" }, "cost_usd": 0.000954065, "elapsed_seconds": 30.5, "generated_at": 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