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St Johns Ambulance or Health Care Professional “Issues”
Complaints and Processes – Common Issues
If you are concerned about the level of “care” or “treatment” you have received from St Johns Ambulance or other health professionals in New Zealand- you are not alone.
Yes volunteers are stretched and the health industry globally is at capacity BUT this does not excuse negligence- especially when the consequences could be (and often are) fatal.
You have a right to standard medical care and treatment.
Information available at St Johns/ Hato Hones’ website stating what they do, includes: “Ambulance Officers, 111 emergency Call Handlers, and community programme teams are a mix of paid staff and volunteers. They’re amazing people, dedicated to keeping our ambulance and health services running” a further overview is found on the link below:
It is PARAMOUNT to understand your rights and expectations of health professionals in New Zealand to know what you can do if something “goes wrong” or is not done right
2 things must happen regarding ambulance officers and ST Johns staff involvement:
a) a medical record must be entered- which should be accurate (as per part 7 of the Privacy Act 2020)
b) Confirmation of professionals names or ID numbers for identification as first aid officers are required.
What steps can you take is you feel St Johns/ Hato Hone. or other medical staff have failed you or a patient?
A few avenues exist depending on the grievance you have suffered, however in all instances it is best time and energy efficient to attempt to resolve the matters with the agency directly prior to escalation:
FIRSTLY: KNOW YOUR RIGHTS:
These are taken from the Health and Disability Commissioner Site: https://www.hdc.org.nz/your-rights/the-code-and-your-rights/
The Code in full
Everyone using a health or disability service has the protection of a Code of Rights. | Kei ngā tāngata katoa te haumarutanga o te Tikanga Mōtika me ka mahi te ratonga hauora, hauātanga rānei.
Right 1
The right to be treated with respect | Mana
Right 2
The right to fair treatment | Manaakitanga
Right 3
The right to dignity and independence | Tū rangatira Motuhake
Right 4
The right to appropriate standards | Tautikanga
Right 5
The right to effective communication | Whakawhitiwhitinga whakairo
Right 6
The right to be informed | Whakamōhio
Right 7
The right to choice and consent | Whakaritenga mōu ake
Right 8
The right to support | Tautoko
Right 9
Rights during teaching and research | Ako me te rangahau
Right 10
The right for your complaint to be taken seriously | Amuamu
THESE RIGHTS EXIST TO EVERYONE- NOT EXCLUSIVELY PEOPLE WHO IDENTITY WITH A CONDITION OR DISABILITY.
When considering dispute resolution and “ideal outcomes” it is important to be realistic about what to expect- no outcome is ever guaranteed- and often processes are extensively delayed which compounds the stress on the victims.
Stage 1: Direct Complaint to the Agency
Be clear with your intention:
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Includes:
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Your name, Date of “incident” of. event
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People involved and what happened
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What resolution you expect from the complaint process
Stage 2. Escalation to an overseeing Body
Generally these will be HRC or HDC but complaints can cross over into OPC and Ombudsman areas in addition to other regulation Bodies
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Includes:
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The initial complaint to the agency.
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Their response, declining resolution or mediation.
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Your grounds to escalate the complaint.
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The resolution you are requestion through the regulating body.
Stage 3. ACC claims and investigation .for Review if unresolved
Every injury and “accident” should e recorded with your GP as an ACC claim to keep an accurate medical record
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Includes:
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All of the information pertaining to the accident
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Any injury sustained.
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All supporting medical notes and photographs to support the injury/ damage caused
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Any therapists treatment etc
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Keep a record of the Claim Number and response from ACC
Stage 4. Escalation to Litigation for findings and Compensation for negligence.
Everything you need to review this section is listed in the membership options for court filing and processes
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Includes:
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Summary of all efforts to resolve the dispute with the agency
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Duty of care failed by the agency/ professional.
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Injury suffered as a direct result of this failing.
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Relief/ damages sought.
USEFUL DECISIONS AND MEDIA RELEASES PERTAINING TO HDC:
A list of decisions from the Health and Disability Commissioner can be found here:
“Health and Disability Commissioner: St John failed in care of heart attack patient after 111 call”