AHPRA is facing accusations of insensitivity, long delays and conflict of interest, but the regulator says improving the patient experience is a priority.
AHPRA has defended its process after patients accused the regulator of poor transparency, long delays, failure to investigate misconduct and a lack of trauma-informed communication.
Nine newspapers reported that more than a dozen patients have notified AHPRA about alleged botched procedures that lead to disability, unnecessary and invasive treatments, sexual harassment and assault.
The patients reported receiving pro forma letters in response to their complaints, with one patient advocate telling Nine that she had lodged a complaint with AHPRA against a nurse after she had blood taken in 2021.
Maddison* said the nurse allegedly violated clinical standards and caused nerve damage, triggering complex regional pain syndrome (CRPS).
“Patients want answers,” Maddison said. “Why and how does AHPRA make its decisions? How does AHPRA determine what constitutes an acceptable risk to the public? What constitutes action versus no action?”
Maddison said AHPRA opened an investigation, but she received a letter notifying her that the case had been closed and “there is no reason to take any regulatory action”.
Maddison raised concerns about conflict of interest as AHPRA was primarily funded through practitioner registration and application fees, meaning “those being regulated are also the primary source of revenue”.
“The current framework does not adequately prioritise the prevention of ongoing harm where serious harm has happened, and no action is taken,” she said.
A spokesperson for AHPRA told HSD:
“AHPRA understands that raising a notification can be distressing for consumers and improving their experience is a priority.
“Our trained staff seek to take a person-centred approach and to support people through the process with care and sensitivity.
“AHPRA has a specialised team of pathway navigators who can guide notifiers and provide additional support as they move through the notification journey.
“In addition, our Notifier Support Service, a team of qualified social workers, offers trauma informed support to people notifying us about sexual misconduct. In February, these services were expanded to support women raising concerns about their endometriosis or pelvic pain care.
“AHPRA assesses each notification and the available evidence on its merits, and its decisions are independent, informed, sensitive and grounded in expertise.”
Related
In March this year, AHPRA released its National Scheme Strategy 2031 which committed “to improving patients’ experience of the National Scheme through interactions that are timely, transparent and empathetic”.
Last year, an independent review of AHPRA by Sue Dawson found low confidence and high levels of frustration among consumers with AHPRA’s complaints handling.
The Dawson report found that 85% of notifications were returned with a determination of no further action.
Ms Dawson also found that 25% of investigations and 21% of Tribunal referrals were open for more than two years, and there was evidence of cases that had not been brought before a tribunal after three years.
“It is impossible to ignore the chorus of voices urging significant improvement in the processes and structures for managing complaints about health practitioners,” Ms Dawson wrote.
“It is far more difficult to identify a simple and fast solution. Significant structural reform is arguably beyond reach.”
“Reduction in administrative delays and humanisation of the processes are the overriding objectives,” Ms Dawson said, noting that 85-90% of notifications go to AHPRA but are finalised with “no further action”.
In 2024, AHPRA, the Australian Commission on Safety and Quality in Health Care and the National Boards published a report on improving the consumer healthcare complaints experience.
* Surname withheld to protect the patient’s privacy.
