The Ministry of Health is the funder of aged-care residential services and as such, has a responsibility to ensure that rest homes and hospitals which provide residential services deliver good quality care. Health spokesperson, Dennis Paget and Graham Stairmand (previous spokesperson) approached me to discuss the number of complaints which Grey Power had received about the quality of care which some rest homes or hospitals were delivering. '
They indicated that some people had significant issues which they wanted to raise, but many people were fearful of having their identity known as it might lead to some repercussions for them personally.
Firstly, I would like to make it clear, that if anyone has a complaint about the quality of
service which is being delivered by any rest home or hospital, I'd encourage them to put the
matter in writing and send it to me.
I can guarantee confidentiality in regards to
complainant's identities.
If the Ministry of Health
were to initiate an audit of a rest home or hospital based on a complaint, we are not obliged
to reveal the
identity of a complainant if they expressly state they would like their identity to be kept
confidential.
We are obliged under the principles of natural justice, to outline the nature of the complaint to any provider we choose to audit because of a complaint.
For those of you who would still feel nervous about possible repercussions, then put your complaint in writing to Dennis and he'll contact me and pass on the issues which you are concerned about.
The Ministry of Health will look at each complaint and make a decision based on the seriousness of the issues and the other information which the Ministry has available to it, as to whether an audit would be appropriate.
Another avenue of complaint which you might want to consider is the Health and Disability Commissioners office. The Ministry of Health often has complaints forwarded to it from this source.
As an organisation, we can not be in every aged-care residential facility 24 hours a day, so we do rely on the public to help us monitor the quality of services which people receive in these settings.
I would really encourage anyone who has concerns to contact me directly at the Ministry of Health.
You can contact me by post at:
Dave Nicholl
Manager Quality Development and Audit
Ministry of Health
P.O Box 5013
Weiiington
or you can ring me on 04 496 2511 or 03 372 3046.
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