The Ministry of Health have developed an easy-to-use suite of resources to help people navigate the aged residential care complaints process. They were developed in partnership with consumers, aged residential care providers and agencies such as the Health Quality & Safety Commission and the Health and Disability Commissioner.
The resources provide information on what to do if you have any concerns or would like to make a complaint about the residential care you or someone you know is receiving. They are designed to go in resident admission packs and staff policies, be used for training and education on complaints and inform areas for continuous service improvement.
It's crucial there is an effective complaints system in place for residents, families and whānau, and for the care home providers. Complaints create an opportunity for improvement, which benefits everyone.
The resources can be found on the Ministry of Health website: https://www.health.govt.nz/residential-care-complaints.