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2.2 Impact and outcomes
HDC and the Health and Disability
Advocacy Service work with the health and
disability sector to support a culture where
complaints are seen as an opportunity
for learning and quality improvement.
Complaints
resolution
The difference HDC makes
From service provided to system outcomes
Services outputs – the key outputs for our work in 2011/2012
Complaints addressed
promptly and impartially
Less emotional and
physical harm
The number of providers who implement
changes to systems, policies and
procedures as a result of a consumer’s
complaint and feedback continues
to be encouraging.
Output classes – the activities we undertake
Advocacy Proceedings
Education
Sustainable improvements
as a result of learning
and change
Impact – the difference we make for consumers
Improved system
performance
HDC ANNUAL REPORT 2012
Consumer-centred partnerships
– consumers as partners in
their own care
Improved communications and
relationships between consumers and
service providers with an increase
in consumer confi dence
Outcomes – the change HDC aims to contribute to New Zealanders
Health and Disability Services are safe, high quality and consumer-centred
Figure 3: The HDC outcomes framework
The HDC’s role to achieve safe, high quality
and consumer-centred health and disability
services is refl ected in its outcomes
framework (see Figure 3).
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