Health and Disability Commissioner
New Zealand Disability Strategy Implementation Work Plan. 1 July 2005 – 30 June 2006
1. Introduction
The Health and Disability Commissioner is an independent agency set up to promote and protect the rights of consumers who use health and disability services, and help resolve problems between consumers and providers of health and disability services.
The Commissioner enforces a Code of Consumers’ Rights (the Code), which gives all consumers of health and disability services ten rights. These are:
- You should always be treated with respect.
- No one should discriminate against you, pressure you into anything, or take advantage of you.
- Services should help you live a dignified, independent life.
- You should be treated with care and skill and receive well co-ordinated services.
- Service providers should listen to you and give you information in a way you can understand and that makes you comfortable to ask questions if you don’t understand.
- You should have your condition explained to you, including benefits, risks, alternatives and costs of treatment, and have any questions answered honestly.
- You can make your own decisions and are free to change your mind.
- You can have a support person with you at most times.
- All these rights apply if you are asked to take part in research or teaching.
- Your right to make a complaint about services must be taken seriously.
Independent advocates assist consumers to make sure that their rights are respected. This service is free to everyone. Advocacy services operate independently of government agencies, the Commissioner and providers and funders of health and disability services. A primary goal of advocates is to assist consumers to resolve complaints about the quality of a health or disability service directly with the service provider.
2. Employment
Desired Outcome
The Health and Disability Commissioner is an employer of choice for people with disabilities.
Description
HDC will ensure that staff with disabilities receive support necessary for them to fully participate in the work environment.
Outcome Measures and Timeframes
Identify by survey, HDC staff who identify themselves as having a disability, and ensure their needs are met, by September 2005.
Links to Strategy Objective and Action
Provide opportunities in employment and economic development for disabled people – actions 4.1, 4.8, 4.9, 4.10
3. Access to Information
Desired Outcome
Disabled people have access to information about the Health and Disability Commissioner Act and the Code of Rights. The information will assist disabled people to know their rights and identify ways of exercising those rights.
Information provided by HDC will fulfil the requirements for disabled people with regard to access.
Description
Development of the HDC website, publications, and educational resources will take into account the needs of disabled people for access to information. Use of NZSL will be encouraged where appropriate.
Outcome Measures and Timeframes
The HDC website will comply with NZ Government Web Guidelines by June 2006.
HDC external and internal Communications Plans will include needs of people with disabilities, by June 2006.
Internal policies include one on the use of NZSL interpreters, by September 2006.
HDC will investigate how to present written material so that it is accessible to Deaf people, by December 2006.
Links to Strategy Objective and Action
Foster an aware and responsive public service – actions 6.4, 6.5
4. Access to Venues and Buildings
Desired Outcomes
Disabled people are able to access HDC venues and offices with ease.
Description
Ensure all venues used by HDC are accessible to disabled people.
Outcome Measures and Timeframes
Complete audit of HDC buildings using accessibility checklist to identify barriers to access, by December 2005.
As designated disability parking is not available at HDC Offices, HDC pays parking for those who would otherwise use a car park for disabled people, from July 2005.
Links to Strategy Objective and Action
Foster an aware and responsive public – action 6.6.
5. Public Education
Desired Outcome
Disabled people are aware of their rights, and providers are aware of their responsibilities.
Description
Information provided to consumers and providers includes specific information about the rights of disabled people in terms of the Act and Code of Rights.
HDC education sessions are appropriate for disabled people.
Outcome Measures and Timeframes
Case studies relevant to disabled people will be published regularly on the HDC website for use in presentations and education sessions, on an ongoing basis.
Publish two articles in disability consumer publications, on issues pertaining to consumer rights in health and disability service provision, by July 2006.
Links to Strategy Objective and Action
Ensure rights for disabled people – actions 2.1, 2.2, 2.3
6. Staff Education
Desired Outcome
Health and Disability Commissioner staff are aware of disability issues, in order that disabled people they come into contact with are treated with understanding and respect.
Description
Staff training will include awareness of the New Zealand Disability Strategy and its implications.
Outcome Measures and Timeframes
Staff have a written resource booklet on disability issues, including use of non-discriminatory language, by December 2005.
Each office has resource folder of information on disability issues, by September 2006.
Staff receive ongoing sessions of NZSL training.
Induction training for new staff includes component on NZ Disability Strategy, by October 2005.
Internal monthly newsletter Highlights includes a regular disability feature, from July 2005.
Front-line staff have training in how to respond appropriately to telephone calls using the NZ Relay Service, by November 2006.
Ongoing monitoring of complaints made about HDC services to identify trends that may adversely affect disabled people.
Links to Strategy Objective and Action
Foster an aware and responsive public service – action 6.3
Create long-term support systems centred on the individual – action 7.8
7. Policy
Desired Outcome
The interests of disabled people will be considered within decision-making processes.
Description
Submissions and internal/external legal and policy advice will consider a disability perspective.
Outcome Measures and Timeframes
Legal staff will use ‘Including a disability perspective: A framework for government officials’ for all submissions, and internal and external legal and policy advice. From September 2005.
Links to Strategy Objective and Action
Foster an aware and responsive public service – action 6.1
8. Interpreters/Translation
Desired Outcome
To identify an appropriate national approach for the provision of interpreting and translation services that will take an inclusive and equitable approach to address communication barriers. The successful implementation of the identified approach will help reduce disparities by removing barriers that make if difficult for those who are deaf, blind and/or unable to read or speak English, to participate in everyday activities and have the opportunity to fulfil their potential.
Description
The national interpreting and translation scoping project will take a broad approach in recognition of the fact that consumers who encounter communication barriers do so in most aspects of life. HDC will take a leadership role and work collaboratively with other Government agencies including the Office for Disability Issues to achieve the desired outcome.
Outcome Measures and Timeframes
The scoping project will be completed and provide a way forward through the identified option/options, by June 2006.
Links to Strategy Objective and Action
Ensure rights for disabled people – actions 2.1, 2.6
Provide the best education for disabled people – actions 3.2, 3.4
Foster an aware and responsive public service – action 6.5
Create long-term support systems centred on the individual – action 7.2
Support quality living in the community for disabled people – action 8.4
Promote participation of disabled Māori – action 11.3
Provide equitable, appropriate and welcoming access to services – action 14.2