Indicator 1: The Code of Health and Disability Services Consumers’ Rights 1996

Criteria	Standard	Evidence	Response
1.1	The practice understands, promotes and implements the Code of Health and Disability Services Consumers’ Rights 1996.	A poster of the Code of Health and Disability Services Consumers’ Rights 1996 translated into appropriate languages, including te reo Māori, that reflect the practice’s enrolled patient population. Poster and/or brochures informing patients of their right to have one or more support persons present during a consultation. Local health advocacy resources. Information about accessing interpreters and resources. Open disclosure policy and/or procedure. Example of an open disclosure event and its resolution. Documented adverse events are recorded in adverse events register and in clinical notes. Completed staff training records.	A poster of the HDC Patient Rights is on the waiting room wall in te reo Māori, English, sign language and Chinese (see attached) There are posters in waiting areas informing patients of their right to have support persons during a consultation (see attached) We have local health advocacy poster on the wall as well as brochures available for patients (see attached). We have multilingual staff to help with interpreting for the main languages spoken by our patient population. Our website details information about interpreters, and speech and hearing impairment assistance. https://doctorsonriccarton.co.nz/patient-information/languages-and-interpreters/ https://doctorsonriccarton.co.nz/patient-information/hearing-and-speech-impairment/ Our PHO Pegasus Health have a migrant team to help migrant patients navigate the health system in Canterbury. Doctors on Riccarton has an Open Disclosure Policy (see attached) Our team has completed training on the Code of Health and Disability (training records available)
1.2	The practice ensures a patients’ right to make an informed choice and give informed consent. [Right 7]	Written consent forms and/or a written record of verbal agreements, including risks. Explanation of how the practice helps patients with literacy difficulties to make informed decisions. Pamphlets, posters or information available describing the practice’s services and fees.	Written consent forms including for minor surgery and immunisations are available in our PMS, Indici. Any risks for treatment are documented in patient’s electronic notes by the patient’s health provider. INCLUDING RISKS How Doctors on Riccarton help patients with literacy/language/communication difficulties • Employing multilingual staff reflective of our patient population – we have staff who speak Mandarin, Cantonese, Taishanese, Korean, Tagalog (Filipino) • Use of interpreters – currently Interpreting NZ holds the contract for free interpreting services for GP practices • Use of NZ Relay – an online service for hearing and speech impaired patients • Our website is available in multiple languages (see photo attached) • We have waiting room information in multiple languages where possible • We have health improvement practitioners and health coaches to assist patients who have literacy issues, and any communication barriers • Alerts in our PMS, Indici are used to highlight patients who may have communication difficulties Patient Fees are on our noticeboards at reception (see attached photo) Patient Fees are also posted on our website https://doctorsonriccarton.co.nz/patient-information/fees/
1.3	The practice ensures a patients’ right to complain. [Right 10]	Complaints policy and procedure. A designated Complaints Officer role and position description. A complaints register. A description of the process through which complaints procedure outcomes are shared within the practice.	Complaints policy and procedure is attached. The team member responsible for managing complaints is the Practice Manager and it is written into the PD on page 5

Criteria

Standard

Evidence

Response

1.1

The practice understands, promotes and implements the Code of Health and Disability Services Consumers’ Rights 1996.

A poster of the Code of Health and Disability Services Consumers’ Rights 1996 translated into appropriate languages, including te reo Māori, that reflect the practice’s enrolled patient population.
Poster and/or brochures informing patients of their right to have one or more support persons present during a consultation.
Local health advocacy resources.
Information about accessing interpreters and resources.
Open disclosure policy and/or procedure.
Example of an open disclosure event and its resolution.
Documented adverse events are recorded in adverse events register and in clinical notes.
Completed staff training records.

A poster of the HDC Patient Rights is on the waiting room wall in te reo Māori, English, sign language and Chinese (see attached) There are posters in waiting areas informing patients of their right to have support persons during a consultation (see attached) We have local health advocacy poster on the wall as well as brochures available for patients (see attached). We have multilingual staff to help with interpreting for the main languages spoken by our patient population. Our website details information about interpreters, and speech and hearing impairment assistance. https://doctorsonriccarton.co.nz/patient-information/languages-and-interpreters/ https://doctorsonriccarton.co.nz/patient-information/hearing-and-speech-impairment/ Our PHO Pegasus Health have a migrant team to help migrant patients navigate the health system in Canterbury. Doctors on Riccarton has an Open Disclosure Policy (see attached) Our team has completed training on the Code of Health and Disability (training records available)

1.2

The practice ensures a patients’ right to make an informed choice and give informed consent. [Right 7]

Written consent forms and/or a written record of verbal agreements, including risks.
Explanation of how the practice helps patients with literacy difficulties to make informed decisions.
Pamphlets, posters or information available describing the practice’s services and fees.

Written consent forms including for minor surgery and immunisations are available in our PMS, Indici. Any risks for treatment are documented in patient’s electronic notes by the patient’s health provider. INCLUDING RISKS How Doctors on Riccarton help patients with literacy/language/communication difficulties • Employing multilingual staff reflective of our patient population – we have staff who speak Mandarin, Cantonese, Taishanese, Korean, Tagalog (Filipino) • Use of interpreters – currently Interpreting NZ holds the contract for free interpreting services for GP practices • Use of NZ Relay – an online service for hearing and speech impaired patients • Our website is available in multiple languages (see photo attached) • We have waiting room information in multiple languages where possible • We have health improvement practitioners and health coaches to assist patients who have literacy issues, and any communication barriers • Alerts in our PMS, Indici are used to highlight patients who may have communication difficulties Patient Fees are on our noticeboards at reception (see attached photo) Patient Fees are also posted on our website https://doctorsonriccarton.co.nz/patient-information/fees/

1.3

The practice ensures a patients’ right to complain. [Right 10]

Complaints policy and procedure.
A designated Complaints Officer role and position description.
A complaints register.
A description of the process through which complaints procedure outcomes are shared within the practice.

Complaints policy and procedure is attached. The team member responsible for managing complaints is the Practice Manager and it is written into the PD on page 5

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