Full paper text [PDF 3515k] - New Zealand Parliament

Supports learning and
improvements in safety
and quality
Advocates for a consumer
– centred health and
disability system
8
Resolves complaints
and educates
What the HDC does
Code of Health and Disability
Services Consumers’ Rights
Health and
Disability Sector
Health and Disability
Consumers
Health and Disability Commissioner
Output 1: Complaints resolution: Assesses and resolves
complaints through a range of processes including referral to
provider, referral to advocacy, mediation and investigation
Output 2: Advocacy: Resolves complaints early
through advocacy
Output 3: Proceedings: Proceedings are taken in serious
cases to publicly redress breaches of the Code of Rights
practitioner standards and human rights
Output 4: Education: The HDC educates the sector and
consumers on consumer rights and consumer-centred
services and encourages quality improvements based
on learning from complaints
Receives complaints
Upholds the
Code of Rights
Figure 2: Overview of the role of the HDC and how its purpose and role are refl ected in its interaction with consumers and the health and
disability system and through the four output classes of: Complaints resolution; Advocacy; Proceedings; Education