Tūroro | Patients

Indicator 1: The Code of Health and Disability Services Consumers’ Rights 1996

Criteria	Standard	Evidence
1.1	The practice understands, promotes and implements the Code of Health and Disability Services Consumers’ Rights 1996.	A poster of the Code of Health and Disability Services Consumers’ Rights 1996 translated into appropriate languages, including te reo Māori, that reflect the practice’s enrolled patient population. Poster and/or brochures informing patients of their right to have one or more support persons present during a consultation. Local health advocacy resources. Information about accessing interpreters and resources. Open disclosure policy and/or procedure. Example of an open disclosure event and its resolution. Documented adverse events are recorded in adverse events register and in clinical notes. Completed staff training records.
1.2	The practice ensures a patients' right to make an informed choice and give informed consent. [Right 7]	Written consent forms and/or a written record of verbal agreements, including risks. Explanation of how the practice helps patients with literacy difficulties to make informed decisions. Pamphlets, posters or information available describing the practice’s services and fees.
1.3	The practice ensures a patients' right to complain. [Right 10]	Complaints policy and procedure. A designated Complaints Officer role and position description. A complaints register. A description of the process through which complaints procedure outcomes are shared within the practice.

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