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Having a national focus each year on
Code of Rights Day (1 July) to celebrate the
anniversary of the launch of the Code of
Rights provides an opportunity to attract
the attention of the public to the unique
features of the Code and how it can be
used to improve the quality of services
for consumers.
Satisfaction results
By its very nature, the advocacy service
provides a consumer-centred approach. It is
therefore very important that this is done
well to set a great example for providers.
Providers who have had contact with the
service and responded to the survey were
satisfi ed with the professionalism of the
advocate. A number commented on how
well advocates facilitate communication
between the parties and that they would
happily recommend the services to others.
Surveys showed that 92% of consumers
and 85% of providers are very satisfi ed with
their dealings with the advocacy service.
Ninety four percent of consumers were very
satisfi ed with the advocacy process as well
as the skill shown by the advocate, with
90% being satisfi ed with the resolution
of the complaint; 92% of consumers and
providers said they would recommend
the service to others. Ninety percent of
consumers and 91% of providers were
very satisfi ed with the education sessions
provided by advocates. Reported comments
on the advocacy service included:
“Fantastic service,” “friendly and made
me feel comfortable,” “easy to talk to,”
“she allowed us to take a lead role,”
“supported me and helped me to get
through my terrible ordeal by walking
alongside me,” “I found the advocate
sympathetic, understanding and
thorough,” “everything was exceptional,”
“simply the best,” “conclusively, I could not
have resolved the issue without your great
role as an advocate.”
Although advocates are on the side of
consumers, it is important for providers to
have confi dence in the advocacy process.
Education and training
Advocates presented 2,117 education and
training sessions to consumers, providers
and organisations. The greatest number
of requests were for basic information on
advocacy, the Code and the HDC (63%).
Advocates delivered 82 open disclosure
training sessions (4%) with 101 sessions
(5%) being given on informed consent.
Including residential homes, 59% of
education and training was provided to
the disability sector. A role of the specialist
advocates is to up-skill the core advocates
in working with the Deaf community
as well as the many different refugee/
migrant communities.
A number of advocates are completing
the new dedicated qualifi cation for health
and disability advocates. This national
certifi cate was approved last year as part of
the New Zealand Qualifi cations Authority
framework and will form part of a career
pathway for these advocates.
Acknowledgements
from the Director of
Advocacy
In conclusion, I would like to once
again acknowledge the dedication and
commitment of all those involved with
the provision of the advocacy service.
The combined efforts of the advocates,
managers and support staff, members of
the National Advocacy Trust Board and
the Puna Matauranga Group have all
contributed to the provision of an excellent
service for health and disability consumers
throughout the country.
HDC ANNUAL REPORT 2012
“I could not
have resolved
the issue without
your great role as
an advocate.”
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