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The HDC activities of complaints resolution,
advocacy, proceedings and education are
achieved by working with consumers, the
health and disability sector and its wider
government sector, and other stakeholders.
By learning, preventing unacceptable
behaviours and avoiding repetition of
errors, the system improves experiences
and outcomes for consumers, reduces
preventable harm and, in the long run,
reduces system costs.
Examples of the sorts of changes made
as a result of complaint resolution
processes include:
• A DHB was recommended to develop a
culture where the asking of questions is
expected to and from any point in the
hierarchy – after a midwife contacted
a registrar appropriately but failed to
escalate her concerns when the registrar
did not recognise the seriousness
of the situation.
• A GP practice improved its referral and
reminder processes after a patient's
referral to a hospital for investigation
was not actioned within the practice.
• A DHB undertook an audit of childhood
brain cancers in the area and has now
adopted overseas guidelines for diagnosis
of brain tumours in young adults.
• A DHB pharmacist conducts group and
individual medication education sessions
at the inpatient unit.
• A private hospital and surgeon developed
the following: a pamphlet on how to
prevent blood clots, which is given at
preadmission; a reminder sticker is now
placed on information sent to consumers
requesting they bring a printed list of
current medication from their GP or
pharmacist; discharge guidelines have
been reviewed and now include specifi c
advice for patients on anticoagulants;
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the surgeon now systematically
communicates to consumers information
about stopping their anticoagulant and
also about restarting the medication.
• A medical centre provided training on
the writing of full care plans for their
consumers, so if their regular GP is
unavailable a colleague will know exactly
what is required to meet the needs of
that consumer.
• A surgical clinic implemented a new
system where tissue samples are labelled
with red tape on which are written
instructions about whether the tissue
is to be returned to the consumer.
In addition, they are also introducing
a system of coloured paper for
tissue samples.
• A hospital implemented a system of
meeting with families following any
signifi cant event and requested the
advocates provide open disclosure
training for staff.
• Another hospital introduced a new
pamphlet for consumers attending
the renal unit.
• A consumer was nominated to be part of
a consumer advisory group as a result of
their complaint.
• A provider reviewed their policy and
implemented a double-checking system
for notifying consumers of cancelled
appointments.
• An inpatient mental health service now
ensures there is a designated person on
each shift to coordinate the response to
any medical emergencies.
The key differences HDC makes to the
health system include:
• increasing consumer focus of providers,
thereby increasing transparency,
integration and engagement
• reducing the incidence of preventable
injury and death through unsafe,
poor quality systems and practices
• reducing the stress experienced
by consumers and increasing their
confi dence in health and
disability services
• increasing the quality of communication
and improving relationships between
consumers and health and disability
service providers
• quality and performance of
systems improved.
Achieving safe, high quality services is a
shared responsibility with other agencies,
providers and professional bodies. The
outcomes HDC seeks are consistent with
the Government’s intermediate and
long-term health and disability systems
outcomes that:
• New Zealanders live longer, healthier,
more independent lives
• good health is protected and promoted
• people receive better health and
disability services
• the health and disability system is
improved and unifi ed
• health and disability systems and services
can be trusted and used with confi dence.
The key ways in which HDC contributes to
the Government’s outcomes include:
• promoting best practice and consumercentred
care to providers
• ensuring providers and their employees
are held appropriately accountable for
their actions
• resolving complaints about health and
disability services
• learning from complaints to improve the
safety and quality of health and disability
practices and systems.