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 from the Health and Disability Commissioner 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. Read the case for change.

Second Kōrero mai cohort underway

We welcome teams at Capital & Coast, MidCentral, Whanganui and Taranaki district health boards (DHBs) to the second kōrero mai cohort. Between October 2018 and April 2019, we will be working with them and Ko Awatea’s Dr Lynne Maher, to co-design their process for patients, family and whānau to escalate care when they are concerned about acute deterioration.

These DHBs are expected to introduce kōrero mai into their hospital(s) from May 2019.


Capital & Coast have started working on their Kōrero mai processes

We’ve set up a kōrero mai working group to provide regular advice and practical input into the structured co-design approach we will be delivering to the second cohort. 

Case studies from first kōrero mai cohort

Between July 2017 and June 2018, we worked with Ko Awatea’s Dr Lynne Maher and the four kōrero mai lead sites to co-design patient, family and whānau escalation of care processes.

Southern Cross Christchurch Hospital, Canterbury and Waitemata DHBs have developed case studies about their co-design approach and what worked for their consumers and hospitals. They are doing final testing and preparing to implement kōrero mai processes across their hospital(s). Read the case studies here.

waitemata 1st co design Korero Mai teams 2017 Korero Mai teams 2017 2

Waitemata Kōrero mai team

Read their case study

Canterbury DHB and Southern Cross Kōrero mai teams

Read their case study

Bay of Plenty DHB Kōrero mai team

The Bay of Plenty DHB team is exploring patient, family and whānau escalation from a Te Ao Māori perspective. 

Last updated 27/03/2019