Many people are unaware of the free Health and Disability Advocacy Service which supports people who have concerns about their health or disability care. It assists them to address these directly with a health or disability provider.
Provided under the Health and Disability Commissioner Act 1994, advocates are available to:
- Listen to your concerns about your health and disability care.
- Talk with you about your care experiences.
- Explain the steps you could take.
- Support you to raise concerns or make a complaint.
- Help you understand information provided in complaint responses.
- Connect with you and your community.
- Offer education sessions about your Code of Rights and what they mean for you or your group.
When parties involved communicate about such issues, this is called a resolution process. There are many ways to raise concerns, and advocates can guide you through the options.
How to access an advocate
Firstly, contact can be made through our website or freephone. An advocate will:
- Review information you provide.
- Explain the support available.
- Discuss outcomes you are seeking.
- Explore whether the complaint process can help achieve these outcomes.
Our goal is to have your voice heard and for you to feel more empowered.
Advocates can help you:
- Ask your health or disability provider questions about your care.
- Access information you need to make informed care choices.
- Explain and communicate your concerns.
- Write your own complaint letter to your care provider.
- Meet with your provider to discuss your experience.
The advocacy process can include:
- Supporting you to raise concerns.
- Writing a complaint letter on your behalf and requesting a direct response from the provider.
- Exploring the possibility of a resolution meeting.
Through advocacy you can:
- Clarify what went wrong or did not meet your expectations.
- Work toward positive outcomes.
- Feel supported while finding a way forward.
- Understand the benefits of raising concerns.
- Restore relationships with your care provider.
- Decide if making a complaint will help achieve your desired outcomes.
- Make your voice heard and move forward from your experience.
Examples of achievable resolution outcomes:
- An acknowledgement of what happened and how it affected you.
- Explanations or information about your health or disability care.
- Changes to practice to prevent similar issues in the future.
See case study: Raising Concerns – June’s Story