Monitoring Monitor and analyse issues and Monitor and analyse issues and The Real Time Feedback (RTF) Monitor mental health and trends identified by HDC complaints trends identified by HDC complaints system collects information on addiction services to identify and the Advocacy Service. and the Advocacy Service. consumer and family/whānau potential improvements to experience of mental health and services contribute to addiction services. achievement of Strategic Maintain engagement with key Maintain engagement with key During the year ended 30 June Objective 2). sector stakeholders and monitor sector stakeholders and monitor 2016, the RTF system was rolled out sector performance information to sector performance information to to DHBs and NGOs. The RTF system keep informed about service issues keep informed about service issues has been implemented into 22 NGO and trends. and trends. and DHB services. 16 DHBs (80%) had agreed to use RTF, and 15 DHBs Determine HDC’s future role in (75%) were using RTF to report relation to the Real Time Feedback consumer experience feedback to system. the MOH by 30 June 2016. Provide briefings to the Minister as A survey of all providers RTF Provide briefings to the Minister as required. was undertaken in June 2016. Their required. feedback indicates that 80% are satisfied that the system supports service improvement. Advocacy Make recommendations and Make recommendations and Complaints about mental health Advocate for improvements to educational comments to providers educational comments to providers and addiction services are being mental health and addictions (and organisations or (and other organisations or managed in accordance with HDC’s services (which contribute to individuals) when resolving individuals) when resolving statutory complaints resolution achievement of Strategic complaints, to improve the quality complaints to improve the quality role. Objective 2). of mental health and addiction of mental health and addiction
Monitoring Monitor mental health and addiction services to identify potential improvements to services contribute to achievement of Strategic Objective 2). Monitor and analyse issues and trends identified by HDC complaints and the Advocacy Service. Maintain engagement with key sector stakeholders and monitor sector performance information to keep informed about service issues and trends. Provide briefings to the Minister as required. Monitor and analyse issues and trends identified by HDC complaints and the Advocacy Service. Maintain engagement with key sector stakeholders and monitor sector performance information to keep informed about service issues and trends. Determine HDC’s future role in relation to the Real Time Feedback system. Provide briefings to the Minister as required. The Real Time Feedback (RTF) system collects information on consumer and family/whānau experience of mental health and addiction services. During the year ended 30 June 2016, the RTF system was rolled out to DHBs and NGOs. The RTF system has been implemented into 22 NGO and DHB services. 16 DHBs (80%) had agreed to use RTF, and 15 DHBs (75%) were using RTF to report consumer experience feedback to the MOH by 30 June 2016. A survey of all providers RTF was undertaken in June 2016. Their feedback indicates that 80% are satisfied that the system supports service improvement. Advocacy Advocate for improvements to mental health and addictions services (which contribute to achievement of Strategic Objective 2). Make recommendations and educational comments to providers (and organisations or individuals) when resolving complaints, to improve the quality of mental health and addiction Make recommendations and educational comments to providers (and other organisations or individuals) when resolving complaints to improve the quality of mental health and addiction Complaints about mental health and addiction services are being managed in accordance with HDC’s statutory complaints resolution role.