Te noho urupare
Responding to and acting on what consumers are saying about the service and having the right information at the right time for consumers accessing services | Te noho urupare: Ko te urupare, ko te mahi i ngā kōrero a ngā kiritaki mō te ratonga me te whai i te mōhiohio tika i te wā e tika ana mō ngā kiritaki e uru ana ki ngā ratonga.
- Pursuit of equity for the population served
- Establishment and robustness of systems
- Inclusion of voices of diverse communities
- Provision of information, resources and engagement opportunities
- Experience of tino rangatiratanga by Māori
- Policies and processes to support co-design
- Accessibility of health resources and information
- Use of the Accessibility Charter
- Use of data to inform improvements
Return to framework table of contents.
Pursuit of equity for the population served
Minimal | Te itinga iho (score 1)
Pursuing equity for the population served is not a clear strategic focus and does not result in demonstrable actions.
Consultation | Te akoako (score 2)
Pursuing equity for the population served is referenced but is not a strategic focus and results in few demonstrable actions.
Involvement | Te whai wāhi (score 3)
Pursuing equity for the population served is a priority but not a strategic focus and results in some demonstrable actions.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
Pursuing equity for the population served is a strategic focus and this results in demonstrable improvements.
(Specifically relates to code of expectations sections 1.1 and 1.6)
Establishment and robustness of systems
Minimal | Te itinga iho (score 1)
Systems are lacking and there is minimal consumer and whānau representation and feedback.
Consultation | Te akoako (score 2)
Systems are emerging and there is limited consumer and whānau representation and feedback.
Involvement | Te whai wāhi (score 3)
Systems are established and while there is some broad consumer and whānau representation and feedback, there is limited evidence of actions taken.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
Systems are established and robust. They involve:
- gathering, understanding and responding to the experiences and views of consumers and whānau relative to the respective organisation
- sharing the results and themes with participants and the wider organisation
- involving consumers and whānau as partners in any resulting improvement activities.
(Specifically relates to code of expectations sections 1.5 and 2.2)
Inclusion of voices of diverse communities
Minimal | Te itinga iho (score 1)
There is neither a formal mechanism for senior leaders to hear feedback nor limited opportunity for any action.
Consultation | Te akoako (score 2)
There are some organised opportunities for leaders to hear feedback and some evidence that action has been taken.
Involvement | Te whai wāhi (score 3)
There are regular, organised opportunities for leaders to hear the voices of consumers and whānau, and evidence that feedback is usually acted upon.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
The voices of diverse communities are regularly sought and reported to senior leaders within the organisation and demonstrably acted upon (‘Closing the loop’).
(Specifically relates to code of expectations sections 2.1 and 2.2)
Provision of information, resources and engagement opportunities
Minimal | Te itinga iho (score 1)
Information, resources and engagement opportunities are lacking.
Consultation | Te akoako (score 2)
There are limited information, resources and engagement opportunities, with limited variety and accessibility.
Involvement | Te whai wāhi (score 3)
There are some information, resources and engagement opportunities, and some variety and accessibility. Barriers are identified.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
Information, resources and engagement opportunities provided by the organisation are varied and accessible to all consumers and whānau. Barriers to any of the above are actively addressed and remedied.
(Specifically relates to code of expectations section 2.4)
Experience of tino rangatiratanga by Māori
Minimal | Te itinga iho (score 1)
Māori have little to no power and influence with regard to decision-making.
Consultation | Te akoako (score 2)
Māori have limited involvement, no ability to veto or change decisions made.
Involvement | Te whai wāhi (score 3)
There is some involvement by Māori, but ultimately no decision-making opportunities.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
Māori report experiencing tino rangatiratanga (effective power, decision-making and leadership opportunities). A wide range of resources, determined by Māori, is available to support Māori participation.
(Specifically relates to code of expectations section 1.2)
Policies and processes to support co-design
Minimal | Te itinga iho (score 1)
Co-design is not apparent in the policies, processes and actions of the organisation relating to the development of health resources and information.
Consultation | Te akoako (score 2)
Co-design is identified by the organisation as being desirable, however, there is still limited evidence of health resources and information being co-designed.
Involvement | Te whai wāhi (score 3)
There are policies and processes in place to co-design health resources and information. Some examples illustrate resources are co-designed.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
There is evidence that there are policies and processes in place to support the co-design of health resources and information.
(Specifically relates to code of expectations section 2.5)
Accessibility of health resources and information
Minimal | Te itinga iho (score 1)
The organisation has undertaken no planned evaluation of health resources and information with consumers and whānau to show that information is accessible.
Informal feedback from consumers and whānau is not routinely considered for action.
Consultation | Te akoako (score 2)
The organisation has undertaken very little if any planned evaluation of information with consumers and whānau to show that information is accessible.
Some changes have been made following general feedback from consumers and whānau.
Involvement | Te whai wāhi (score 3)
The organisation has evaluated information with consumers and whānau to demonstrate that information is accessible, and involved them in making changes. No further follow-up or evaluation has taken place.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
There is evidence that information is accessible for all groups (eg, websites are up to date, signage is clear). Health resources and information meet the needs of different communities and are regularly evaluated by consumers and whānau to ensure they are easy to follow and help build understanding between patients, whānau, and staff.
(Specifically relates to code of expectations section 2.4)
Use of the Accessibility Charter
Minimal | Te itinga iho (score 1)
There is no evidence of use of the Accessibility Charter.
Consultation | Te akoako (score 2)
There is limited use of the Accessibility Charter in relation to some aspects of communication with consumers and whānau.
Involvement | Te whai wāhi (score 3)
There is evidence that the Accessibility Charter has informed most aspects of communication with consumers and whānau by the organisation.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
The Accessibility Charter informs all aspects of communication with consumers and whānau in the organisation.
(Specifically relates to code of expectations section 2.4)
Use of data to inform improvements
Minimal | Te itinga iho (score 1)
No data focused on equity is used to understand inequities.
Consultation | Te akoako (score 2)
Equity data is available and reviewed. Some changes have been made as a result but these were not informed or reviewed by consumers and whānau.
Involvement | Te whai wāhi (score 3)
Equity data is available, reviewed and sometimes used to inform improvements. Some consumers and whānau have been involved.
Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)
Data is actively used to inform improvements in health services and the pursuit of equity particularly for Māori, Pacific peoples and disabled people.
(Specifically relates to code of expectations section 2.2).
Published: 2 Nov 2023
Modified: 7 Nov 2023
