Lessons from losses: how to improve patient care and reduce complaints in ART service delivery

On Wednesday December 1, we hosted a 1-hour webinar to help clinic staff learn from previous losses and complaints, and improve person-centred care. The one-hour-long session included practical advice from VARTA, the office of the Victoria’s Health Complaints Commissioner and the Australian Health Practitioner Regulation Agency about:

• Key findings and next steps from the Independent Review of Assisted Reproductive Treatment in Victoria and the HCC’s Inquiry into Assisted Reproductive Treatment Practices.
• Ways to improve person-centred care and reduce the risk of adverse incidents and complaints.
• Managing identified risks and supporting professional practice.

View the presentation slides here.

Thank you to Anna, Rosalind and Anthony for sharing their insights and expertise.

About the speakers:

Ms Anna MacLeod - VARTA CEO

Anna is the Chief Executive Officer of the Victorian Assisted Reproductive Treatment Authority. She is a lawyer, accredited mediator and registered nurse and holds a Master of Applied Science. Anna has held senior roles at Avant Insurance, the Victorian Managed Insurance Authority, Austin Health and Monash IVF. She is currently on the boards of Northern Health and Castlemaine Health. Anna is passionate about patient safety and reducing risks in healthcare.

Dr Rosalind Hearder - Principal Policy Officer for Health Complaints Commissioner

Rosalind Hearder received a PhD in military medical history from the University of Melbourne, followed by a post-doctorate Fulbright fellowship in medical history and bioethics at the University of Wisconsin-Madison. She has worked in the public sector for many years, including the Departments of Veterans’ Affairs and Premier and Cabinet, and in both Federal and Victorian Parliaments. Rosalind has published widely in the fields of military medicine, Australian peacekeeping and trauma and PTSD. From 2019-2020, she led a team to complete the Health Complaints Commissioner’s Inquiry into the Victorian Assisted Reproductive Treatment industry

Mr Anthony McEachran - Territory Manager - ACT,  Ahpra

Throughout his career at Ahpra, Anthony has held a range of positions including National Practitioner Audit Coordinator and Director Registration before taking up the role of Territory Manager for the ACT.  Anthony is passionate about health and wellbeing and strives to create a culture of innovation and empowerment within government and legislative frameworks. Anthony holds a Bachelor Degree, Masters in Human Rights and is currently studying for his Master of Human Resource Management and is an active member of the Australian Institute of Company Directors

For more information about VARTA events, please contact varta@varta.org.au or call (03) 8622 0500