1. Health and Disability Consumer Advocacy Service A Service provided under the Health and Disability Commissioner Act 1994

2. Rights Rights are more than for emergencies They are a way of life…

3. The Health and Disability Commissioner Act 1994 Purpose: n To promote and protect the rights of consumers of health and disability services n To facilitate fair, simple, speedy and effective resolution of complaints

4. The Health and Disability Commissioner Act 1994 Provides for: n A Health and Disability Commissioner n A Code of Consumers’ Rights n A Nationwide Health & Disability Consumer Advocacy Service n A system for investigation of complaints n A system to prosecute serious breaches of the code (proceedings)

5. The Code of Health and Disability Services Consumers’ Rights is about: n consumers having rights; n providers have duties and obligations; n quality of service delivery. It is NOT about entitlement, access to services or funding.

6. Code of Health and Disability Services Consumers’ Rights n Respect n Fair treatment n Dignity and independence n Proper standards n Effective communication n Full information n Informed choice/informed consent n Support n Teaching and research – rights apply n Right to complain

7. For a consumer it’s OK to complain if …… n they don’t understand… n things were not explained… n the service provider has not listened… n consent was not obtained n something has gone wrong… n they feel unsafe n they feel unsupported n things are still not right…

8. Advocacy n working alongside the consumer; n to achieve low-level resolution; n empowering the consumer to advocate on their own behalf; n support with raising issues and making complaints.

9. The Advocacy service is: n Free There is no charge. The service is funded through the Health and Disability Commissioner Act 1994. n Independent The advocacy service is independent of all health and disability service providers. n Confidential Advocates do not discuss the consumer or their issues without the permission of the consumer.

10. When a consumer takes a complaint to the Health and Disability Commissioner… The Commissioner may: n refer it to advocacy for low-level resolution; n investigate the matter; n decide to take no action; n refer it to another statutory body e.g. Privacy Commissioner.

11. Following an investigation… If an investigation shows that there was a breach of the Code, the Commissioner may: n recommend action to be taken; n inform the appropriate professional bodies; n refer the matter to the Police or other statutory bodies; n ask that proceedings be taken against the provider.

12. How to contact Advocacy Toll free: 0800 555 050 Fax: 0800 278 77 678 Email: advocacy@hdc.org.nz

13. If you have a consumer experiencing a difficulty with a health or disability service Think advocacy! Suggest that the consumer or their family seek the help of an advocate! 0800 555 050