Education - Introduction
Education is a key part of an advocate’s role. Advocates provide education sessions about the Code of Health and Disability Services Consumers’ Rights to inform consumers about their rights and providers about their responsibilities. They also promote the role of complaints as a way to improve the quality of services and increase awareness of the role of advocacy and the benefits of local or low-level resolution.
Advocates are keen to assist staff who work in areas where there are particularly vulnerable consumers, to help staff be proactive in making sure the rights of these consumers are respected. Although by no means a complete list, vulnerable consumers can be found in mental health services, prison health services, dementia units and rest homes, as well as facilities where there are people who have an intellectual disability.
Train-the-trainer programmes are available to consumers and consumer organisations with an interest in promoting self-advocacy.
The kaitutaki tangata role has been very successful in providing education sessions that are relevant to Māori. The role combines education, information and networking with Māori as an effective way of improving the understanding of consumer rights and the advocacy service.
Advocates aim to be influential in shifting the focus of health and disability services towards taking a more consumer-centred approach. The education of consumers and providers, promoting respectful dealings with all parties, and encouraging an approach that values and recognises complaints as quality-improvement opportunities are effective ways of achieving this.
As part of quality improvement, the advocates take part in training programmes to look at ways to enhance the quality of their own presentations. They are keen to try new and innovative ways to present and train people on rights, and look forward to the feedback from participants.