Our Vision: High quality, sustainable, home and community health services

Complaints Categorisation

May 15, 2014

Providers and DHBs have been working collaboratively on a pilot which aims to standardise the

providers’ approach to categorising concerns and complaints.

In the 2011 the Office of the Auditor Generals’ report on home based support noted that there

are very few recorded complaints about services. A recommendation was made for district health

boards to work collaboratively with others to develop a complaints system for people to confidently

raise any concerns about their services.

In 2013 three DHBs started a pilot of a standardised approach to categorising concerns and

complaints when they are received by providers. This pilot will be completed in June this year, and

the aim is for it to get approval to be applied across New Zealand later in 2014.

The outcome will be that providers are more likely to be reporting complaints in a more consistent

manner – across one region and nationally. It should also offer District Health Boards and providers

more reliable information to inform discussions around quality and service concerns.

The Ministry of Health has also worked with Home and Community Support Service (HCSS)

representatives to develop resources for consumers that encourage older people to raise concerns/



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