1. Dr Janice Wilson Deputy Director General Population Health Directorate Ministry of Health 2010

2. Understanding & Exercising Your Rights Disability Support Disability Support Older Peoples Health Older Peoples Health Support Services for People with a Mental Illness Support Services for People with a Mental Illness

3. 1. Access to services 2. Rights & Responsibilities 3. How to complain 4. Specific issues related to different groups 5. Concluding comments

4. Access to Services Expect services to be safe and we will be treated in ways consistent with the code of Health & Disability Consumer Rights Expect services to be safe and we will be treated in ways consistent with the code of Health & Disability Consumer Rights No general right or entitlement to access No general right or entitlement to access Access based on needs and ability to benefit Access based on needs and ability to benefit

5. Rights & Responsibilities Rights well described Rights well described Responsibility to try and take care of ourselves Responsibility to try and take care of ourselves Family/Whanau responsibilities Family/Whanau responsibilities Balance – a fine line Balance – a fine line

6. Complaining Main issue eg; quality or level of services Main issue eg; quality or level of services Start at lowest point and work up Start at lowest point and work up Think about the person receiving the complaining Think about the person receiving the complaining Can ask for reassessment Can ask for reassessment Can complain about an earlier assessment process Can complain about an earlier assessment process

7. Information and advice on services, how to complain and advocacy support Many Sources NASCS NASCS Health & Disability Advocates Health & Disability Advocates NGOs NGOs Advocacy organisations (eg; People First) Advocacy organisations (eg; People First) Friends, family and whanau Friends, family and whanau a guide for others – good start a guide for others – good start Don't be afraid to ASK

8. Further places….. Complaints services – DHBs, Ministry or some person in a DHB or Ministry Complaints services – DHBs, Ministry or some person in a DHB or Ministry HDC HDC Human Rights Commission – service access, level of service or discrimination Human Rights Commission – service access, level of service or discrimination Employer or regulatory body – health professional competence Employer or regulatory body – health professional competence Minister of Health or Associate Minister of Health, or Minister for Disability Issues Minister of Health or Associate Minister of Health, or Minister for Disability Issues

9. Disability Support Services Ministry of Healths website Ministry of Healths website Many pamphlets Many pamphlets Community Residential Support Services – what you need to know Community Residential Support Services – what you need to know Your Guide to Disability Support Services (LaVa) Your Guide to Disability Support Services (LaVa) Information on the rights and services for people who come under the IDCC&R Act 1993 (Intellectual Disability Compulsory Care & Rehabilitation Act 1993) Information on the rights and services for people who come under the IDCC&R Act 1993 (Intellectual Disability Compulsory Care & Rehabilitation Act 1993)

10. Health & Support Services for Older People Websites Websites Long-term Residential Care for Older People Long-term Residential Care for Older People Booklet about needs assessment available 2011 Booklet about needs assessment available 2011

11. Mental Health, Drug & Alcohol Services Responsible Clinician Responsible Clinician Director of Area Mental Health Services Director of Area Mental Health Services DHB complaints office DHB complaints office Local District Inspector Local District Inspector Health & Disability advocates, mental health advocates and consumer advocacy organisations Health & Disability advocates, mental health advocates and consumer advocacy organisations

12. Conclusion Expect quality health and disability services – but not necessarily the level you want Expect quality health and disability services – but not necessarily the level you want You have the right to complain about You have the right to complain about - Quality - Level of service - Response Multiple ways to complain Multiple ways to complain - Be clear - Think about where to start