If you are not satisfied with a health or disability service, you may be able to resolve the problem yourself.
Self-advocacy: "Do it yourself" trouble-shooting and problem-solving
1 Know your issuesMake sure you are clear about what your issues are. Write a list. (This can be very helpful if you are feeling angry, upset or distressed by what has happened.) Talk the issues over with a friend you respect.
2 Identify a solutionAsk yourself: "What do I need to put it right?"
3 Find the next stepHow have I resolved such issues previously?
What options do I have?
4 Identify any support you needWhat support do I need as I go about resolving this? Do I want whānau, family or friends to support me?
5 Communicate your issueWrite the service provider a letter of complaint which you can post, fax or email to them, OR
telephone them and ask to meet with the person/staff members who upset you, and the complaints officer (if there is one) or someone else from the service to discuss the complaint.
6 Have a meetingA face-to-face meeting (kanohi a kanohi) is an effective way of raising your issues and resolving complaints.
In the meeting you can:
- Tell your story
- Listen to their explanations
- Agree on what will put matters right (this might include discussing changes to the service so what happened to you does not happen again to you or to someone else)
- Accept their apologies (if this is appropriate)
- Agree on "Where to from here?"