Health Minister Shannon Fentiman has today tabled the OHO’s 2023–2024 Annual Report. The report demonstrates strong operational performance, alongside a continued increase in the volume and complexity of complaints received.

“The OHO’s actions in 2023-24 reflect its commitment to protecting and supporting the community, through responsive complaints processes and regulatory action, driving positive change and confidence in the health system.” Health Ombudsman Dr Lynne Coulson Barr OAM said.

The number of complaints received increased from 8,613 in 2022-23 to 9,264 in 2023-24. The overall number of matters including enquiries, information and own motion matters increased from 11,349 to 12,188 in 2023-24. In conjunction with the rise in complaints, the complexity and seriousness of the types of matters received increased when measured by the OHO’s priority, risk and complexity ratings.

In 2023-24, 76 immediate action decisions were made in relation to both registered and unregistered health practitioners, the same as the previous year. In addition, 286 practitioner compliance monitoring cases were open at 30 June 2024, increasing from 251 in 2022-23.

The total number of investigations increased from 219 in 2022-23 to 300 in 2023-24 and the proportion of more complex cases also increased. Despite these factors, the OHO finalised 179 investigations in 2023-24.

The OHO commenced 35 systemic investigations in 2023-24 into a broad range of quality and safety issues in public and private health services.

This included the Section 81 investigation into Assisted Reproductive Technology (ART) providers in Queensland which identified significant systemic issues relating to the provision of ART services, including gaps and risks in the current self-regulatory regime in Queensland. The OHO made detailed recommendations for service and system improvements and to strengthen safeguards for people using ART services.

The OHO also took a range of actions to protect public health and safety in 2023-24 including:

• issuing the first public statement to warn the public of risks posed by an unregistered practitioner
• successfully prosecuting a practitioner for breaching a prohibition order
• professional misconduct matters determined at QCAT for the most serious conduct and performance matters.

People seeking assistance from the OHO reported positive outcomes through the post-call feedback ‘Intake Uplift’ 6-month trial. The majority of respondents (92-98 per cent) reported that they received good advice and information, that they felt their concerns were understood and acknowledged, and provided top ratings for the OHO’s service.

View the OHO annual report 2023–2024