Kōrero Mai – patient, family and whānau escalation

Patients, families and whānau often recognise subtle signs of patient deterioration even when vital signs are normal. Failures to adequately respond to concerns raised by patients, families and whānau are commonly highlighted in adverse event reports associated with clinical deterioration.

Communication failure was the most common theme identified in an analysis of clinical deterioration related serious adverse events reported to the Commission.

Processes to support patient, family and whānau escalation of concerns are a critical component of successful recognition and response systems.  Click here to read the 'escalation case for change'.

Rasik’s story

Rasik is the main carer for his sister. He shares the story of supporting her through a first hospital admission for surgery, and through many subsequent admissions over the following five years. His story raises issues of communication with health professionals, coordination of care, and how it feels when things don’t seem to be going well.

View more patient stories here

Current workstream status

The Bay of Plenty District Health Board, Canterbury District Health Board, Waitemata District Health Board and Southern Cross Hospitals (Christchurch) are now working with the Health Quality & Safety Commission to develop Kōrero Mai through a process of co-design.

From now until May 2018 they will develop and test a process for patients, families and whānau to escalate care when they are concerned about acute deterioration. 

waitemata 1st co design

An amazing day with Dr. Lynne Maher at the first Kōrero Mai workshop held at The Institute for Innovation and Improvement, Waitemata District Health Board. Great team, great day.

Korero Mai teams 2017

The Kōrero Mai teams from Canterbury DHB and Southern Cross Hospital. Another fantastic day of co-design and patient, family and whānau escalation.

Korero Mai teams 2017 2

Commission staff and the Bay of Plenty District Health Board Kōrero Mai team from Māori health. Another fantastic day of co-design and patient, family and whānau escalation.

Case studies describing each site’s experiences will be developed to understand the similarities and differences across the sites, identify key guiding principles for developing patient, family and whānau escalation systems, and provide guidance for future uptake nationally by other hospitals.

The sites will be expected to sustainably spread the developed escalation process across their hospital(s) and link this to their clinical governance of recognition and response systems.

We’ve developed a factsheet for hospitals to give to consumers who are considering joining the Kōrero Mai/Talk to Me co-design team.

Last updated 18/09/2017