National Code of Conduct for Health Care Workers

The National Code of Conduct for Health Care Workers (Queensland) outlines the minimum standards that must be followed by health care workers in Queensland.

A health care worker is an individual who provides a health service or support service to a health service who is not required to be registered under the Health Practitioner Regulation National Law (unregistered practitioner); or Health care workers who are registered practitioners under the Health Practitioner Regulation National Law who provide health services unrelated to their registration.

For example, If you are a massage therapist, social worker, naturopath, counsellor, dietitian, assistant in nursing, dental assistant, sonographer, pharmacy assistant, support worker, alternative health provider, a beautician providing services like laser service, or you provide a support service to a health service such as security, catering, cleaning, or pathology, you are a health care worker and must comply with the National Code of Conduct for Health Care Workers (Queensland).

The OHO can facilitate local resolution of complaints between the health care worker and the health consumer where the health care worker does not pose a serious risk of harm to the public. This may result in the health care worker offering an explanation, apology or refund for the service provided.

Learn more about what happens during the complaint process.

Displaying the Code of Conduct

If you are operating as a health service provider, you must display the National Code of Conduct, or make it available, where you provide your health service in Queensland.

You must also provide information about how your clients can make a complaint if they are not happy with the service they have received (unless exempt).

Key aspects of the Code

The National Code of Conduct for Health Care Workers (Queensland) sets minimum standards of conduct for health care workers. These include:

Provide services in a safe and ethical manner.
Obtain consent from their clients.
Display appropriate conduct when giving treatment advice.
Report concerns about treatment or care provided by other health care workers.
Take appropriate action in response to adverse events.
Adopt standard precautions for infection control.
Practice safely if diagnosed with infectious medical conditions.
Not make claims to cure certain serious illnesses.
Not misinform their clients.
Not practice under the influence of alcohol or drugs.
Modify or stop practicing if they have certain mental or physical impairments.
Not financially exploit clients.
Not engage in sexual misconduct.
Comply with relevant privacy laws.
Keep appropriate records.
Be covered by appropriate insurance.
Display code and other information (unless exempt).

If you receive a complaint or concern about a health service you have provided and you are not sure what to do, please refer to ‘How to resolve complaints and concerns’.

Powers of the Health Ombudsman

The Health Ombudsman can take action against a health care worker who pose a serious risk to public health and safety or for reasons of public interest in Queensland by issuing an interim prohibition order:

imposing restrictions on a health care worker's provision of health services, or
prohibiting a health care worker from providing a health service.

The Health Ombudsman also has the power to issue prohibition orders to a health care worker.

View actions/orders made against health practitioners including unregistered practitioners.

The Health Ombudsman can also make a public statement about a person or a health service provided by a person if the Health Ombudsman reasonably believes that the person poses a serious risk and it is necessary to protect public health or safety.

As outlined in clause 4 of the National Code of Conduct for Health Care Workers (Queensland), health care workers must report concerns to the Health Ombudsman in relation to the conduct of other health care workers if there is reasonable belief that they have placed or are placing clients at serious risk of harm.

Reasons for notifying us can include if a health care worker poses a serious risk of harm, such as:

practising unsafely, incompetently or while intoxicated by alcohol or drugs
financially exploiting someone
engaging in a sexual or improper personal relationship
discouraging someone from seeking clinically accepted care or treatment
making false or misleading claims about the health benefits of a particular health service
making false or misleading claims about qualifications, training, competence or professional affiliations held.

The Queensland Police Service (QPS) may notify and provide certain information to the OHO when a health care worker is charged or convicted, if the conduct indicates that a health care worker may pose a serious risk. The OHO has a Health Ombudsman Liaison Officer (HOLO) embedded within the QPS. The HOLO undertakes real-time monitoring for all health service providers who are subject to investigation, charged or convicted with certain serious criminal offences.