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Primary Care

A Kuia (the consumer) advised the advocacy service that she had been disrespected by a receptionist at a local Maori provider. The Tikanga and language used was not acceptable. The consumer said when she arrived for a mirimiri appointment the receptionist advised the practitioner was away but an alternative appointment could be scheduled for another time. She did not quite understand what the receptionist had said and on reflection questioned that the receptionist told her to "whakarongo taringa" or words of a similar nature. 
With the Kuia's consent the advocate arranged a Hui with the provider to express her feelings openly in a neutral meeting place. We started our Hui with a karakia to ensure that our (advocacy) manaakitanga was in keeping with such a Hui and the overall empowerment of tangata whenua (both consumer and provider representatives in this case).
As a result of the meeting the consumer identified that the desired outcome was achieved in a culturally sensitive way and she was able to demonstrate to one of the biggest Maori providers in the region, the importance of using appropriate Tikanga and respecting the wairua of the individual in all their practice and interactions with consumers. 

Making a Maori provider accountable

Maori Health Provider ~ Right 1 ~ respect

A Kuia (the consumer) advised the advocacy service that she had been disrespected by a receptionist at a local Maori provider. The Tikanga and language used was not acceptable. The consumer said when she arrived for a mirimiri appointment the receptionist advised the practitioner was away but an alternative appointment could be scheduled for another time. She did not quite understand what the receptionist had said and on reflection questioned that the receptionist told her to "whakarongo taringa" or words of a similar nature. 

With the Kuia's consent the advocate arranged a Hui with the provider to express her feelings openly in a neutral meeting place. We started our Hui with a karakia to ensure that our (advocacy) manaakitanga was in keeping with such a Hui and the overall empowerment of tangata whenua (both consumer and provider representatives in this case).

As a result of the meeting the consumer identified that the desired outcome was achieved in a culturally sensitive way and she was able to demonstrate to one of the biggest Maori providers in the region, the importance of using appropriate Tikanga and respecting the wairua of the individual in all their practice and interactions with consumers. 

 

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