Appendix 3

Complaint Severity
Assessment Code Matrix
FIGURE 1
Extreme Major Moderate Minor Insignificant

Issues regarding serious Significant issues of Issues that may require No impact on or risk Trivial, vexatious,
adverse incidents, standards, quality investigation. to the provision of misconceived.
sentinel events, of care, or denial of Legitimate consumer health care or the No injury to consumer
long-term damage, rights. concern, especially organisation. or impact on their
grossly sub-standard Feedback/complaints about communication Feedback/complaint length of stay or level
care, professional with clear quality or practice could be easily resolved of care required.
misconduct or assurance or risk management, but at the frontline.
death that require management not causing lasting Consumer may have
investigation. Highly implications or issues major detriment. The required a temporary
probable legal action causing lasting consumer may have a increased level of care
and Ministerial detriment that require permanent lessening due to the event.
notification. investigation. Where a of bodily functioning
consumer has required or increased length
surgical intervention of stay or required an
or has suffered additional operation or
disfigurement or major procedure as a result
permanent loss of of the event.
function as a result of Potential for legal
the event. action.
Threat of legal action
and Ministerial
notification.

Staff: death of Staff: permanent Staff: medical Staff: first aid Staff: no injury or
staff member or injury to staff member, expenses, lost time treatment only, with no review required.
hospitalisation of three hospitalisation of or restricted duties or lost time or restricted
or more staff. one or two staff, or injury/illness for one or duties.
three or more staff two staff.
experiencing lost time
or restricted duty or
illness.

Visitors: death Visitors: Visitors: medical Visitors: evaluation Visitors: no treatment

of visitor or hospitalisation of one expenses incurred and treatment with no required or treatment
hospitalisation of three or two visitors. or treatment of expenses. refused.
or more visitors. one or two visitors,
but not requiring
hospitalisation.

Services: complete Services: major loss of Services: disruption Services: reduced Services: no loss of
loss of service or agency/service to users, to users due to agency efficiency or disruption service.
output, serious including cancellation problems. to agency working.
threat to customer of booked surgery, Potential to impact
service relationships, more than twice, or on service provision/
or permanent harm serious breakdown delivery.
to reputation of the of customer service
service. relationships.

Financial: critical Financial: major Financial: moderate Financial: minor Financial: no financial
financial loss more financial loss $100,000 financial loss $10,000 - financial loss less than loss.
than $1,000,000. - $1,000,000. $100,000. $10,000.

Environmental: toxic Environmental: toxic Environmental: Environmental: Environmental:

release off-site with release off-site with no toxic release off-site toxic release off-site nuisance toxic releases.
detrimental effect detrimental effects, or contained with outside contained without
or a fire requiring a fire that grows larger assistance or fire early outside assistance.
evacuation. than an early stage. stage or less.
FIGURE 2
Probability categories Definition

Frequent (almost certain) expected to occur again, either immediately or within a short
period (likely to occur most weeks or months)

Probable (likely) will probably occur in most circumstances (several times

a year)

Occasional (possible) probably will recur, might occur (may happen every one
to two years)

Uncommon (unlikely) possibly will recur (could occur in two to five years)

Remote (rare) unlikely to recur - may occur only in exceptional

circumstances (may happen every five to 30 years)

FIGURE 3
Extreme Major Moderate Minor Insignificant

Frequent (almost certain) 1 1 2 3 3

Probable (likely) 1 1 2 3 3

Occasional (possible) 1 2 2 3 4

Uncommon (unlikely) 1 2 3 4 4

Remote (rare) 2 3 3 4 4

FIGURE 4
ACTION REQUIRED
1 = Extreme risk
Immediate action required. Detailed investigation is considered appropriate. Check that an adverse incident report in
brief has been forwarded to the Department of Health by a relevant staff member, in accordance with SA Health Incident
Management Policy Directive (D0162) (see SA Health Incident Management Guidelines (G0075) for further detail).

2 = High risk
Senior management attention needed. Notification to the Department of Health and/or a detailed investigation is to be
undertaken at the discretion of management.

3 = Moderate risk
Management responsibility must be specified (eg aggregate data then undertake practice improvement project).

4 = Low risk
Manage using routine procedures (eg aggregate data then undertake practice improvement project).

NB An event that rates a CSAC of 3 or 4 should only be reported to the Department of Health if it is likely to attract external
attention or requires notification under existing legislative reporting requirements.

For more information

SA Health
Safety and Quality Unit http://www.ausgoal.gov.au/creative-commons
11 Hindmarsh Square
Adelaide SA 5000
Telephone: 08 8226 6971
www.sahealth.sa.gov.au/safetyandquality
© Department of Health, Government of South Australia.
All rights reserved. FIS: 12008.16. July 2012.