During your visit to hospital

Every person who uses health and disability services has rights. Te Whatu Ora Waitaha Canterbury and our people who provide health and disability services have duties. These rights and duties are clearly set out in the Code of Health and Disability Services Consumers' Rights (1996).

In summary, your rights under this code are:

• Respect: The right to be treated with respect
• Fair treatment: The right to freedom from discrimination, coercion, harassment, and exploitation
• Dignity and independence: The right to dignity and independence
• Proper standards: The right to services of an appropriate standard
• Communication: The right to effective communication
• Information: The right to be fully informed
• It’s your decision: The right to make an informed choice and give informed consent
• Support: The right to support
• Teaching and research: Rights in respect of teaching or research
• Complaints: The right to complain

Health and Disability Commissioner (HDC)

For more information please refer to the Health and Disability Commissioner (HDC). HDC can be contacted on:

• 0800 11 22 23
• hdc@hdc.org.nz

Health and Disability Advocacy Service

The Nationwide Health and Disability Advocacy Service is a free service that operates independently from Te Whatu Ora. It can help you know more about your rights when using health or disability services, get questions answered or make a complaint. It can be contacted on:

• 0800 555 050
• advocacy@advocacy.org.nz

Te Tāhū Hauora Health Quality & Safety Commission

The code of expectations for health entities’ engagement with consumers and whānau provided by Te Tāhū Hauora Health Quality & Safety Commission sets the expectations for how health entities must work with consumers, whānau and communities in the planning, design, delivery and evaluation of health services.

Te Whatu Ora encompasses the principles of Te Tiriti o Waitangi and treats Māori people and people of all cultures with respect.

Te Tiriti o Waitangi principles:

• Partnership – We work together with you and your whānau to support you on your health journey
• Protection – We respect and observe tikanga practices, values, beliefs and taonga (Te Reo Māori) while caring for you in a culturally appropriate way
• Participation – We create opportunities for you and your whānau to actively participate in managing your own health and ensure you can access services that meet your needs

What is Kōrero mai?

Kōrero mai, means ‘talk to me’ in Māori and is the name of our patient/client and whānau/ family escalation of care process.

You, your whānau/ family, carer and/or support person are a valued and important part of the healthcare team when you are in hospital. Any time that you are concerned we encourage you to ‘talk’ with us.

We believe that whānau/ family, carers or your support person know you best so may recognise changes in your health condition sooner than the healthcare staff. 

With your help, our staff can be prompted to respond as quickly as possible to a patient who is getting sicker. Sometimes extra care may be needed, or we may need to move the patient/client to another area where they can be monitored more closely. 

Kōrero mai is available in the following services:

• Burwood Hospital Inpatient wards (OPH&R,)
• Christchurch campus Adult Inpatient wards includes Gynaecology
• Emergency Department
• Child and Youth inpatient areas, (Matatiki Child and Youth Internet site - select Staying at Hospital, then scroll down the list to Family Escalation)
• Maternity: Birthing suite, Acute observation unit, Maternity ward, Maternity assessment unit and Day assessment unit.

What to expect

Our healthcare staff will encourage you and your whānau/ family, carers and support person to tell them about any concerns you have and ask questions regularly during your hospital stay/visit. We hope this makes you feel comfortable to raise any concerns you may have.

You will see Kōrero mai signs at each bed in Maternity and Paediatrics and posters or stickers on the bedside boards around the Christchurch and Burwood Hospitals, along with the patient/client and whānau/ family information leaflets that will provide you with information about the Kōrero mai process.

Staff will talk to you about the Kōrero mai process and point out the nearest sign or the bedside board sticker. They may also have provided you with the patient/client and whānau/ family information leaflet to read or directed you to this information on the website.

What to do if you are worried or concerned you or the patient/client is getting sicker:

• Step 1: Speak to the nurse/midwife or the nurse/midwife in charge right away. Tell them why you’re concerned.

• Step 2: If you are still concerned after speaking with the nurse/midwife or the nurse/midwife in charge, you can ask the nurse/midwife or the nurse/midwife in charge to call for an urgent ‘doctor review’.

• Step 3: If the doctor has seen you/the patient/client but you are still very concerned they are getting sicker and your concerns have not been adequately addressed in Step 2, you can phone 0800 999 400 to speak to the operator for assistance to organise another medical review 24hrs a day.

The operator will ask you to confirm that your concerns are about you/or a patient/client getting sicker. They will also ask you for:

• your (or the patient’s/clients) name
• the location – both the Ward and room number

Who can use Kōrero mai?

• Patients/clients
• Whānau/ Families
• Carers
• Support person

When to use Kōrero mai?

Patients/clients

• When you feel your health condition is getting worse and you are worried

Whānau/ Families/ Carers/ Support person

• When the patient/client is looking worse or is not doing as well as expected (e.g. changes in breathing, sleepiness, colour, heartbeat, pain)
• When the patient/client shows any behaviour that is not normal for them (e.g. confusion, anxiety, aggression, restlessness)

Kōrero mai Resources

Kōrero mai Patient and Whānau/Family Information sheets

• Adult Inpatients

Note: The Patient and Whānau/Family Information for Child and Youth Inpatient Services is available on the Matatiki Child and Youth site - select Staying at Hospital, then scroll down the list to Family Escalation.

Kōrero mai processes for patients and whānau

The Kōrero mai processes for patients/clients and whānau/families to follow are service specific. Please follow the 3 step process that best describes the facility and patient type below. The signs are available in English and Te reo Māori.

• Burwood Hospital Adult Inpatient Services English / Te reo Māori
• Christchurch Hospital Campus 
  • Emergency Department – The process to follow is dependent on the patient’s location in the Emergency Department. If the patients in a:
    • Corridor English  / Te reo Māori 
    • Cubicle English  / Te reo Māori 
  • Adult Inpatient Services (includes Gynae) English / Te reo Māori
• Maternity: Birthing suite, Acute observation unit, Maternity ward, Maternity assessment unit and Day assessment unit English version / Te reo Māori version coming soon
• Child and Youth services / Te reo Māori version 

Kōrero mai Bedside Board Sticker – this contains a QR code that will direct you to this internet page, click here to see what it looks like.

Your health information

To provide you with appropriate care and treatment, we may need to share information with or collect information from people such as your family, caregivers, or general practitioner (GP).
The Health Information Privacy Code 1994 sets out what our obligations are with respect to your health information and also what your rights are.

More information about this can be found in our Privacy Statement and at the Office of the Privacy Commissioner website

Asking for your information / patient health records

You have the right to see your health record and other information Te Whatu Ora Waitaha Canterbury holds about you.

There are three ways to request a copy of your medical record and patient info from the Patient Information Office:

• Complete and return a Release of Health Information form with a copy of your identification (needs to be formal identification such as a drivers licence or passport)
• Phone: 03 378 6907
• Email: patientinformation@cdhb.health.nz

If you have any questions about your care, what is happening and when, you can ask a staff member at any time for information.

Collecting your information

Health information is collected for your care and treatment. Usually, we collect information directly from you, but if this is not possible/practical we may collect it from another person and then check with you as soon as possible.

If your personal information has changed

It is important the information we hold about you is accurate and up-to-date to provide a safe standard of care during your stay in hospital.

Managing your information

It is normal for us to give necessary and relevant information about you to your GP, the health care professional who referred you, your community nurse, or other healthcare professionals involved in your ongoing care.

In most cases we require your consent before we share information about you with somebody else. However, in certain circumstances we may, in accordance with the law, provide information about you to others, such as government agencies (e.g. ACC, the Police, and Oranga Tamariki) or your family/caregivers/whānau that you live with if we think it is necessary for your care and treatment, for your safety or the safety of others.

We may also provide your information to the Ministry of Health and other government agencies that require us to provide information or administrative, legal, contractual, statistical, research or public health purposes. Your information is kept confidential and you will not be identified in any way. Te Whatu Ora Waitaha Canterbury Your Rights pamphlet provides more information.

Please tell the staff caring for you if you:               

• Do not want even general information about your condition shared with your family or friends (Note: We cannot always follow your wishes, but we will take your views into account when a decision is made)
• Want to know why certain information is needed
• Are uneasy about providing certain information

Security of your information

Your information will be stored securely, and only authorised staff can access your information.

Staff asking for your details

Staff will ask your name, date of birth and your address many times during your visit. This makes sure we give the right medication, treatment or procedure to the right person. If we give you an identification bracelet please keep it on at all times. If your bracelet is removed for any reason, please tell your nurse immediately.

Displaying your name

If you are admitted we usually display your name above your bed and outside your room. Staff will ask you about this when you arrive in the ward. Please tell us if this may cause problems and we will make other arrangements.

Private conversations

You may be in a room with other people. Please tell us if you would like us to take you to another room to discuss your health in private.

No recording and videoing of staff

Please do not record or video any conversations or procedures with staff, unless staff give you their consent to do so.

Please be mindful in making any recording that you may be capturing the personal information of other people who have not consented to the recording and therefore you may be breaching their privacy in making and keeping any recording.

Your choice about being involved in teaching and research

There are health professionals training in our hospitals. You have the right to refuse permission for these students to be involved in your care or see your medical records. If you refuse, this does not affect the care you receive in any way.

CCTV in some areas

CCTV cameras are operating in some areas of Te Whatu Ora Waitaha Canterbury, such as the entrance and reception areas of our facilities, the Emergency Department and public areas. This is to keep patients, visitors and staff safe. We may provide video footage to the Police to support crime prevention and investigate incidents.

When you arrive at the ward:

• The ward clerk or nurse will meet you
• While staying in hospital, you will always have a nurse assigned to your care
• The nurses assigned to you on each shift will introduce themselves to you when they come on duty
• You will generally remain on this ward for the time of your hospital stay but may be transferred to a different room
• If you need help, ring your nurse using the call button provided
• Please do not leave the ward without letting your nurse know. To ensure you get proper care, we need to know where you are at all times

See our two-minute patient safety video for tips on how to stay healthy in the ward.

Doctors/Tākuta give medical or surgical advice and treatment

Nurses assess, treat, and care for patients in hospitals

Administrators/Kaiwhakahaere provide administrative support

Other staff who support patients while in hospital

Your health care team uses electronic devices (smartphones and tablets) to:

• Enter information in your health record
• Record your temperature, pulse, blood pressure and other observations
• Give you medication
• Send and receive messages about your care

This information all forms part of your health record.

Our approach is “team-based care”. Your health care team will discuss with you your rights, your diagnosis, options available, plan of care and if possible the date we hope to get you home.

You may experience the following during your stay:

Relatives and friends can telephone the patient enquiries desk at the hospital.

Visiting hours are listed on each hospital page.

Ashburton Hospital

Burwood Hospital

Christchurch Hospital

Christchurch Women's Hospital

Hillmorton Hospital

Kaikōura Health

The Princess Margaret Hospital

ALL hospitals and health facilities

Our own Wellfood team locally sources our food and prepares it at the hospital sites. All our meals are nutritionally approved.

We will assess your dietary needs and bring you suitable meals.

Meal service

Meal times vary at each of our hospitals:

Hospital Cafes

Christchurch Hospital snack and drink vending machines