Consumers and whānau who have experienced harm will be supported to work in partnership with health care workers. They will define how they want to be involved, share their experiences in a way that is meaningful and suggest improvements that meet their needs.
Consumer and whānau perspectives enable a broader understanding of how harm occurs. This is consistent with tino rangatiratanga, which recognises and upholds tāngata whenua authority and autonomy.
Resources
Code of expectations for health entities’ engagement with consumers and whānau
The code of expectations for health entities’ engagement with consumers and whānau sets the expectations for how health entities must work with consumers, whānau and communities in the planning, design, delivery and evaluation of health services. This implementation guide provides information and resources to help services implement the code.
Read the code of expectations implementation guide
Ngā Pae Hiranga | Consumer hub
Ngā Pae Hiranga (pathways towards excellence), is a hub for consumer, whānau and communities. It has information and resources to help the health sector involve consumer and whānau voices in the design, delivery and evaluation of health services. Working towards the vision of a people- and whānau-based system that puts the voices of consumers and whānau first.
Engaging with consumers after a harm (adverse) event
Involving consumers in harm (adverse) event reviews can help to improve health care. Their insights can help to clarify what happened and lead to a deeper analysis and provide insights into system learning opporunities.
Read more about engaging consumers in reviews
Principles for engaging consumers and whānau in mental health and addiction harm (adverse) event reviews
This information guides review facilitators on the principles of engaging with consumers and whānau affected by harm. It complements the resource ‘Engaging with consumers following a harm event’.
Published: 20 Jun 2023
Modified: 26 Jan 2026
