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

We can be proud
of the health and
disability system
in New Zealand,
but we can also
do better.
4
These concepts are not new. Twenty fi ve
years ago Judge Cartwright, as she was
then, advocated for a system in which
the focus of attention is on the consumer,
not the provider, and where a provider’s
paramount consideration must always be
their duty to safeguard the consumer’s
health. The message internationally is
the same. The consumer must come fi rst;
quality and safety is everybody’s concern
and is a commitment for 365 days of the
year; and a culture that actively and reliably
expresses that is foundational.
There is a clear correlation between the
concepts that defi ne consumer-centred
care, and complaints to HDC. This year,
HDC received 1,564 new complaints (an
11% increase from the previous year and
a 21% increase over a fi ve year period).
The HDC dealt with 4,910 enquiries (and
advocacy received 10,816 enquiries). Many
of those 15,000 people were seeking help
to have a conversation with the system
that serves them. Recurring themes from
these complaints include a failure to get
the basics right – read the notes, ask the
questions and talk with the consumer.
Concerns about treatment represent 51% of
complaints and communication represents
14.5% of complaints. We actively use these
recurring themes to direct our efforts in
improving our system. I continue to be
pleased with the number of providers who
implement changes to systems, policies
and procedures as a result of a consumer’s
complaint and feedback. Every complaint is
an opportunity to learn and improve.
The current performance of HDC is
pleasing. We are handling greater volumes,
and resolving as many complaints as ever.
We continue to manage the pressures
facing us by seeking innovation
and effi ciency.
Our staff are our greatest resource. I am
fortunate to be surrounded by people of
integrity, passion, commitment and talent,
and I am indebted to them.
New Zealand should rightly be proud of
the quality of its health and disability
systems. The journey toward improvement
is ongoing, and we at HDC are proud to be
a part of that.
Transparency
Engagement
Consumer
Centred
System
Culture
Seamless
Service
Figure 1: A consumer-centred system