小柠檬贴心地为大家附上了如何正确打开资料的方式：

1. 看文本，记录medical细分话题相关规定及细节（不要忘记数字噢！）；

2. 听音频：音频由口音纯正的老师亲自录制，重点抓取文本里中英双译的key words，记录单词并积累单词。

 英文文本:

 Medical / health care complaint 

1. introduction

If you are concerned about a health service provided to you, talk to your provider as soon as possible. Often this is the fastest and most effective way of resolving your concerns.

Complaints are often the result of poor communication between the patient and their health service provider. We recommend that you raise your concerns directly with the provider. In most cases, they will try to resolve them. 

2. What is the Health Care Complaints Commission?

The Commission is an independent body that deals with complaints about health services provided in NSW. The Commission is impartial and acts to protect the public health and safety. The powers of the Commission are set out in the Health Care Complaints Act 1993.

3. Who can make a complaint?

Any person can make a complaint, including:

-the patient who received the health service

-a parent or guardian

-a relative, friend or representative chosen by the person

-a health service provider, or

-any other concerned person.

4. Who can I complain about?

The Commission deals with complaints about any health services provided in NSW. Examples are complaints about:

-any registered practitioner, such as doctors, nurses and dentists

-any other health practitioner, such as massage therapists, naturopaths, and psychotherapists

-any health service organisation, such as public and private hospitals, and day surgeries and medical centres.

5. What can I complain about?

The Commission deals with complaints about:

-the clinical management, care and treatment received

-the professional conduct of the health practitioner

-risks to the health or safety of the public.

The Commission does not have the power to:

-direct a doctor or health service to provide a specific service

-award damages or compensation, or order a refund.

6. How can I make a complaint?

Your complaint to the Commission must be in writing. You can lodge your complaint online, or you can simply write a letter or an email.

Before you write your complaint, you may wish to contact the Commission’s Inquiry Service to discuss your concerns. Sometimes there are more suitable and faster ways to resolve your concerns than lodging a formal complaint. The Inquiry Service staff will advise you how to best address your concerns.

If you have difficulties writing your complaint, you can request help from the Inquiry Service staff. The Commission uses interpreting services to assist people whose first language is not English. 

7. What information should I include in a complaint?

Your complaint should include what actually happened, where and when the event occurred, and who was involved:

-Include information about any actions you have already taken to resolve your concerns

-State what outcome you seek from making a complaint

-Attach any additional information and copies of other relevant documents to the complaint

If you complain on behalf of another person, you should get their consent, if possible, so that the Commission can obtain their health records and can also release information about the complaint to you.

8. What happens next?

When the Commission receives your complaint, it will be assessed.

Sometimes, the information in the complaint is sufficient and there is no need for the Commission to contact the health service provider. 

Usually, the Commission will provide a copy of your complaint to the health service provider.

If necessary, the Commission can obtain other relevant information, such as medical records.

The Commission has 60 days to assess your complaint. If your complaint is about a registered health practitioner, such as a doctor or nurse, the Commission must consult with the relevant health professional Council before making a final decision

9. What are the possible outcomes?

When the Commission has assessed all relevant information it decides how to best manage your complaint. It has several options, including to:

-investigate, if it raises serious issues of public health or safety, or could lead to disciplinary action against a practitioner

-refer it to the relevant professional Council / National Board

-refer it to another body that is more appropriate to deal with the complaint

-refer it to the Commission’s Resolution Service

-refer it back to the public health organisation complained about for local resolution

-discontinue the complaint (take no further action).

All the parties involved will be notified in writing of the assessment decision within 14 days of the decision being made.

Available at: 

https://www.hccc.nsw.gov.au/Information/Information-For-Health-Consumers/Concerned-about-your-health-care/default.aspx

中文文本：

1.介绍：

如果你对你所获得的医疗服务感到担忧，你应尽快同你的医疗服务提供方讨论这一事宜。

通常情况下，这样做是解决你的担忧最快捷、最有效的方法。投诉经常是因为病人与医疗服务方之间出现了沟通问题。如果你把你所关注的问题提出来，在大多数情况下医疗服务方都会尽力加以解决。

2. 医疗卫生投诉委员会是什么样的机构？

医疗卫生投诉委员会是处理针对新州境内提 供的医疗服务提出的投诉的一个独立机构。委员会恪守公正，以保护公众健康安全为己任。医疗卫生投诉法（1993 年）列出了委员会的权力。

3. 谁可提出投诉？

任何人都可提出投诉。投诉人可能是：

·接受医疗服务的病人

·家长或监护人

·亲戚、朋友或上述人士选择的代表

·医疗服务方、或其他关注人士。

4. 我可以投诉谁？

本委员会处理针对新州境内任何医疗服务方的投诉。

其中包括：

·注册执业人士，比如医生、护士和牙医

·未注册服务人员，比如针灸师、自然疗法师、心理疗法师

·医疗服务组织，比如公立医院、私立医院或医疗中心

5. 我怎样提出投诉？

你提交给委员会的投诉必须是书面形式。有时可以利用比正式投诉更合适、更快捷的方式来解决你的关注。

咨询服务处的工作人员会告诉你什么方式是解决你的关注的最好方式。如果你对书面提出投诉感到有困难，你可以请咨询服务处工作人员帮助你。委员会利用传译服务来协助非英语背景人士。

6. 投诉材料中应包括什么内容？

一般来说，书面投诉材料应清楚说明发生的事实，包括事件发生时间、地点、所涉人员。任何其他有关材料或文件也应附在投诉材料后面。写明你为了解决关注已经采取的任何行动。

7. 接下来是什么步骤？

-委员会接到你的投诉后，会书面通知你，并告知负责处理你的投诉的个案工作人员的联系方式。

-一般情况下委员会将向医疗服务方提供一份你的投诉材料，以便让对方有机会对投诉做出回复。

-委员会可用 60 天的时间来评估你的投诉。在评估时，委员会将考虑所提供的材料，并且可能获取进一步的相关材料，比如医疗纪录等。

注：如果你认为通知医疗服务方会使某人承担风险或给调查带来不利影响，你必须在书面投诉材料中明确说明其中的原因。

8. 我能预期什么样的结果？

等委员会对所有相关材料评估完毕，委员会就怎样才能最合适地处理你的投诉作出决定。

委员会有多种决定方案。你的个案工作人员将会与你取得联系，告知评估决定。在做出决定的 14 天之内，委员会将把评估决定书面通知有关各方。

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