Page Section: Centre Content Column
Refugee/migrant community
Education session for a migrant families' autism
support group
The Code of Rights for the Chinese
community
Education for the
Bhutanese community
Meeting at a
medical centre
Respect for other cultures
DHB ~ Right 1 ~ respect ~ Right 5 ~ effective
communication ~ refugee cultures
A consumer from a refugee ethnic group visited the
Refugee/migrant advocate at her office. The consumer was seeking
support to make a complaint addressing concerns about poor
communication and a lack of respect shown by some staff members at
a clinic providing community health services.
Following discussions with the advocate the
consumer requested the advocate write to the manager of the service
advising him of her concerns. The letter was approved by the
consumer prior to being sent.
The consumer received a response from the Clinical
Manager. He had discussed her concerns with staff and offered an
apology on behalf of the service.
The consumer has since visited the clinic. She told
the advocate she could see that as a result of raising her concerns
communication had improved and she felt staff had treated her with
respect. She was very happy with the outcome and thanked the
advocate for assisting her to exercise her Rights.
Education session for
a migrant families' autism support group
An advocate was invited to present to the support group about
the role of the Health and Disability Commissioner, the Code of
Rights for people living in NZ, and how the Nationwide Advocacy
Service can assist people to resolve complaints.
It was the first time this particular group had heard about
advocacy and HDC, so they were keenly focused on linking the Code
of Rights to their own life circumstances.
Many of the participants shared their concerns about the
difficulties they have communicating with providers. They told the
advocate that it is particularly difficult for those with English
as a second language, as well as lacking the confidence to speak
up.
The group were pleased to know they can receive support from
advocacy when they need to, and that an advocate can assist them to
self-advocate when their concerns do not fit under the HDC Act. At
the end of the education session two people approached the advocate
requesting she contact them as they required her support to address
their concerns.
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The Code of Rights
for the Chinese community
An advocate was invited to speak to a Mainland Chinese Community
group on the Code of Rights, the Advocacy Service and the role of
the Health and Disability Commissioner. It was the first time this
particular group had heard about these topics, so they were keenly
focused on linking the Code of Rights to their own life
circumstances. There was great discussion with the group as they
identified a high need to be informed.
The advocate, speaking through a competent interpreter,
delivered key messages about the contents of the Code of Rights by
giving practical examples wherever appropriate, with a thorough
explanation of Right 5, effective communication, and interpreter's
indispensable role. This focused approach was very appropriate,
because communication is often a barrier for this group of
consumers who often have English as a second language, and who
often do not have the confidence to speak up. Two of the
participants, who had previously experienced difficulties with
their GPs, were keen to share their concerns.
The group felt the advocate's presentation was helpful to them
in terms of developing vital awareness among them about their
rights and protections when accessing Health and/or Disability
Services in NZ. The information which was new to them, and
made them feel empowered to speak up if necessary in the
future.
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Education for the Bhutanese
community
At the invitation of the Bhutanese Refugee Community the local
advocate presented an education session on the Code of Rights and
the Advocacy Service. This particular group of people had recently
arrived in the country after spending many years in refugee
camps.
Using a qualified interpreter, the advocate provided the
education session requested, paying particular attention to the
Consumer's right to effective communication, as this is an area
which can be a major barrier for this specific category of
vulnerable consumers who are new to the county, are not able to
speak English and have a low level of self-confidence. The audience
was interactive, engaging in discussions and reflections on the
various aspects of the Code and Right 5 in particular.
Four consumers, who had previously faced difficulties with their
primary healthcare providers, wished to share their experiences.
They said that interpreters were not provided in spite of their
explicit request when they booked their appointments. The lack of
interpreters meant there consultations did not go as well as they
could have.
The group was pleased with the information provided,
particularly when they were given handouts in their own language.
They were pleased to know there is a free independent organisation
to support them to have their Rights upheld.
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Meeting at a medical
centre
A consumer, who injured himself during
a fall, sought assistance at a medical centre. He contacted
advocacy because said that doctor failed to diagnose his injuries
and prescribed medication that upset his stomach. He also said that
the receptionist initially refused to give him an appointment as
she could not find his name on the database, and then laughed at
him, which he believes was a result of his inability to speak
English well. He eventually requested a referral to a
specialist and was diagnosed as having five fractured ribs.
As the consumer's first language was
not that of the advocate, an interpreter was used during their
meeting. The consumer opted to have the advocate write to the
provider about his concerns and request a meeting to discuss
them.
The advocate supported the consumer at
the meeting where the doctor agreed to write him a letter of
explanation, confirming that he had suffered five undiagnosed
fractured ribs. The doctor also apologised on behalf of the
receptionist and promised to speak with her regarding effective
communication strategies. The consumer was very happy with the
outcome of the meeting.