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Does Health New Zealand have any national policy or minimum standard requiring complaints and feedback information to be available in accessible formats, including Easy Read; if so, what is that policy or standard, and if not, why not? and 1 other question

Answered 37353, 37355 (2026)
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Asked by

Ingrid Leary

Member for Taieri · Labour Party

Questions

  • 37353

    Does Health New Zealand have any national policy or minimum standard requiring complaints and feedback information to be available in accessible formats, including Easy Read; if so, what is that policy or standard, and if not, why not?

  • 37355

    What instructions, guidance, policies, or communications, if any, have been provided to Health New Zealand hospitals and services about making Easy Read complaints or feedback resources available to patients?

Answered by

Hon Simeon Brown

Member for Pakuranga · National Party · Minister of Health

Answer

I am advised that Health New Zealand has a draft National Complaints, Compliments and Suggestions Policy nearing completion. The policy has been endorsed by the National Clinical Governance Group and is scheduled for final approval by the Clinical Quality and Patient Safety Committee this year. I am further advised that the policy promotes the use of plain and accessible language when providing complaints and feedback information, and states that people should get a response in the format they prefer.