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CASE STUDY A complaint can help change and improve services, it may help other consumers in similar situations, consumers are more likely to have their needs met. 30 4.0 Supporting Disabled Consumers A total of 105 disability-related complaints were received during 2011/12. The Disability Initiatives Team promotes learning from such complaints. There are important benefi ts in making a complaint about a health or disability support service. A complaint can help change and improve services, it may help other consumers in similar situations, consumers are more likely to have their needs met, and it can identify bigger issues, like poor systems and policies. CASE STUDY: Lack of honesty and trustworthiness of a disability worker The police responded to a report from a neighbour that a disabled man, strapped into a wheelchair, had been left unattended in a van. The van, owned by a disability service provider, was parked in the driveway of the home of one of the disability service provider’s Community Service Workers (CSW). The CSW was not authorised to use the van to go home, nor to leave a consumer unattended. It was clear that despite the systems in place to monitor staff use of vehicles, it is diffi cult to check on staff once they leave the consumer’s home. In many cases the consumers are unable to tell anyone if the outing was not conducted according to their personal choice and as written up in the log. The disability service provider had to rely on the honesty and trustworthiness of staff. Complaints are about raising concerns, issues, problems or worries or something consumers or their friends or family are not happy with. Raising concerns offers an opportunity for people with disabilities to actively engage in decisions that affect their lives. The Director of Proceedings decided to issue a proceeding in the Human Rights Review Tribunal. The disability services provider agreed to pay the man $5,000 compensation for humiliation, loss of dignity and injury to feelings, and forms part of orders made by the Human Rights Review Tribunal. The service provider installed GPS systems in its fl eet vehicles to better monitor staff. (09HDC02149)
Disability related complaints received The primary issues people complained about have remained similar to previous years. The most common issues are standard of care, communication and the management of facilities. These issues often consist of concerns about: • Poor communication by providers with consumers and their families – people complained that they were not kept informed about health and care issues affecting themselves or their family member. Complaints were made about the way in which people were communicated with, including verbal abuse, lack of response to enquiries and non-returning of telephone calls. • Inadequate care and treatment – people complained that personal cares were not performed properly: medication was not administered properly, there were allegations of assault, improper use of restraint, poor equipment assessments and dissatisfaction with assessment results. • Poor attitude and manner – people complained that they were disrespected, that their personal privacy was not respected, that they experienced a lack of compassion or that they felt threatened. There were also complaints about access to services and funding of services and several issues about accident compensation processes and decisions were raised and referred as appropriate. National Disability Conference The second National Disability Conference was held on 11 June 2012 in Auckland. In line with the HDC’s vision of a consumercentred system, the 2012 conference theme was “Succeeding Together: Fostering a Culture of Consumer Engagement”. Successful service outcomes require the knowledge of both the disability provider and the consumer, enabling a collaborative approach. The conference encouraged consumers to be active participants in their care and to work with their providers to achieve shared decision making around their care. More than 350 people attended the conference, including consumers, family members and unpaid carers, representatives of consumer organisations, disability service providers, government agencies, suppliers of disability related products and services, speakers and presenters. Professor Ron McCallum, Chair, United Nations Committee on the Rights or Persons with Disabilities (UNCRPD) was the keynote speaker. HDC ANNUAL REPORT 2012 31
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