Introduction - Welcome to the Nationwide Health and Disability Advocacy Service
Independent health and disability advocates are located all over New Zealand. Their role is to inform consumers about their rights when using health and disability services, and to assist consumers who have concerns and want to make a complaint. They also offer education and training about consumer rights and provider duties to the providers of health and disability services.
Advocacy is a very successful way of resolving complaints, and is usually achieved more quickly than by other options.
A health and disability advocate belonging to the Nationwide Advocacy Service will listen to consumers’ concerns and explain the options available to resolve a complaint. The advocate is on the side of the consumer and will support and assist the consumer in any actions he or she chooses to take to resolve concerns.
The service is free, confidential, and independent of service providers such as hospitals, organizations that fund services, government agencies, and the Health and Disability Commissioner. Although covered by the same legislation as the Health and Disability Commissioner, the advocacy service reports to an independent Director of Advocacy.
In 2006–2007, the service was provided by 36 advocates, 28.5 full-time equivalent hours, with 8 staff providing management and administration services.
The service managed a total of 8,388 enquiries and 4,078 complaints over this period. Of those complaints 88% were either fully or partially resolved. In addition, advocates took part in 2,575 networking contacts within their local communities and carried out, 1,665 education sessions across the country.
Advocates are based in 26 offices, stretching from Kaitaia to Invercargill, with five in the South Island. All advocates can be contacted through a local telephone number or on free-phone 0800 555 050, free-fax 0800 2787 7678, or by emailing advocacy@hdc.org.nz.
In areas where there is no advocacy office, particular effort is made to link with local networks to maintain a profile and to ensure consumers are able to contact an advocate and receive assistance when they need it. Regular visits are also make to these areas by the closest advocate, to network with the local community, to be available to assist with any concerns about health and disability services, and to provide education sessions.