Page 253 - ANUAL REPORT MOH 2017

Complaints received from the patients or patients’ representative were dealt according to the patient
grievance mechanism plan, as stipulated under Act 586. There were complaints warranted investigations
to be carried out such as complaints that were received from other parties and complaints that involved
death of the patient or other detrimental issues, following which necessary actions will be taken in
accordance to Act 586 such as show cause notice, suspension or revocation of Licence or Registration.

Figure 24
Number of Complaint Handling Mechanism for Complaints Received in 2017

250
222
200
143
150

100
No. of complaints
50

0
Grievance Mechanism Plan Investigation

Source: Private Medical Practice Control Section, MoH

7. Quality Unit
The scopes and functions of Quality Unit are:
i. To handle case related to notification of incident reporting;
ii. To handle case related to notification of assessable death;
iii. To handle statistic summary unforeseeable or unanticipated incidents (incident reporting (IR-2A
dan IR-2B)
iv. To investigate maternal mortality and under 5 mortality involving PHFS; and
v. To coordinate establishment Jawatankuasa Penilaian Kematian Kebangsaan(JPKK) for asessable
death.

Enforced since 1 January 2011, all licensed facilities under Act 586 were required to report their
unexpected incidents (Incident Reporting - IR) and occurrence of Assessable Death (AD), as directed
under Director General of Health’s Directives No. 1/2010. The aim of monitoring these IR and AD are
mainly for the purpose of quality improvement. All reporting and notifications will not be subjected to
punitive action.

The scope of IR and AD is mainly to gather data and information regarding incidents and deaths that
occurred in PHFS. The reporting and notifications are on voluntary basis, using these forms:
i. Form IR-1 : every time any incident (as listed in form) happen;
ii. Form IR-2 : 6-months statistical summary of incidents that occur (incidents that are not listed to
be reported under IR-1);
iii. Form AD-1: every time an assessable death occurs (within 72 hours of death).

252 ANNUAL REPORT 2017 MINISTRY OF HEALTH MALAYSIA