Self-advocacy — “do it yourself” trouble-shooting and problem-solving
When you are not satisfied with a health or disability service, you may be able to resolve the problem yourself by taking the following steps …
1 Know your issues
Make sure you are clear about what your issues are.
Write a list. (This can be very helpful if you are feeling angry, upset or distressed by what has happened.) Talk the issues over with a friend you respect.
2 Identify a solution
Ask yourself: ”What do I need to put it right?”
3 Find the next step
How have I resolved such issues previously?
What options do I have?
4 Identify any support you need
What support do I need as I go about resolving this? Do I want whanau, family or friends to support me?
5 Communicate your issue
Write the service provider a letter of complaint which you can post, fax or email to them. Or
telephone them and ask to meet with the person/staff members who upset you, and the complaints officer (if there is one) or someone else from the service to discuss the complaint.
6 Have a meeting
A face-to-face meeting (kanohi a kanohi) is an effective way of raising your issues and resolving complaints.
In the meeting you can:
— tell your story
— listen to their explanations
— agree on what will put matters right (this might include discussing changes to the service so what happened to you does not happen again to you or to someone else)
— accept their apologies (if this is appropriate)
— agree on “Where to from here?”
? Don’t know where to start? Need some help?
Call a Health and Disability Advocate to assist you: Free-phone 0800 555 050
This service is free, independent and confidential.