Unsubstantiated Complaints Lodged against Healthcare Workers in Last Three Years and Enforcement Measures to Deter Repeat Offenders
Ministry of HealthSpeakers
Summary
This question concerns complaints against healthcare workers and potential enforcement against frivolous complainants, as raised by Assoc Prof Jamus Jerome Lim. Minister Ong Ye Kung clarified that while specific numbers of frivolous complaints are not tracked, 32% of cases before Professional Boards were dismissed as unsubstantiated in the last three years. Serious complaints are investigated regardless of anonymity, though institutions disengage from abusive individuals. Professional Boards require statutory declarations to deter vexatious claims, allowing for legal action against false declarations. Minister Ong Ye Kung emphasized that these systems ensure appropriate complaint processing while maintaining measures to discourage false allegations against staff.
Transcript
13 Assoc Prof Jamus Jerome Lim asked the Coordinating Minister for Social Policies and Minister for Health (a) over the last three years, how many complaints lodged against healthcare workers, including nurses, are found to be frivolous and vexatious after investigations; (b) whether investigations are conducted against such complainants, especially in cases where the complaints are lodged anonymously; and (c) whether the Ministry will consider enhancing enforcement actions against repeat complainants to deter such behaviour.
Mr Ong Ye Kung: The Ministry of Health and Public Healthcare Institutions have established systems to process complaints appropriately. For complaints that are frivolous, a polite reply may be issued. Complaints that raise serious concerns are investigated, even if they are submitted anonymously. In cases where complainants become abusive, we disengage from further communication. However, we do not specifically track the number of frivolous, vexatious or anonymous complaints.
For complaints lodged with the Professional Boards, there are procedures in place to investigate these complaints and dismiss those that are unsubstantiated. In the past three years, 32% of complaints were dismissed this way.
The Professional Boards do not initiate investigations against frivolous complainants. However, measures are in place to deter frivolous and vexatious complaints. For example, individuals making complaints against registered healthcare practitioners are generally required to make a statutory declaration concerning their complaint. Action may be taken against complainants who make false declarations.