85% are closed within 3 months. 95% are closed within 6 months. 100% are closed within 9 months. 85% are closed within 3 months. 95% are closed within 6 months. 100% are closed within 9 months. Complaints were managed so that: 88% were closed within 3 months. 99% were closed within 6 months. 100% were closed within 9 months. Consumers and providers are satisfied with Advocacy’s complaints management processes (which contribute to achievement of Strategic Objective 1). Undertake consumer satisfaction surveys with 80% of respondents satisfied with Advocacy’s complaints management processes. Undertake provider satisfaction surveys with 80% of respondents satisfied with Advocacy’s complaints management processes. Undertake a yearly consumer satisfaction survey with 80% of respondents satisfied with Advocacy’s complaints management processes. Undertake a yearly provider satisfaction survey with 80% of respondents satisfied with Advocacy’s complaints management processes. Surveys of consumers and providers who used/dealt with the Advocacy Service reported that 92% of the consumers who responded, and 88% of providers who responded, were satisfied with the complaints management process. Advocacy Output 2.2 — Access to Advocacy Performance Measures SPE 2017/18 Target 2016/17 Comparatives 2015/16 Actual Vulnerable consumers (in aged care facilities and residential disability services) have access to advocacy and regular visits from advocates contribute to achievement of Strategic Objective 4). Advocates visit 75% of certified aged care facilities at least once, with further visits to facilities as required. Advocates visit 95% of certified aged care facilities at least once, with multiple visits to facilities as required. Certified aged care facilities Advocates visited 100% (617) of certified aged care facilities at least once in the year ended 30 June 2016. Advocates visited 69% (426) of aged care facilities more than once in the year 30 June 2016. Certified residential disability services
Seek evaluations on workshops, with 80% of respondents satisfied with the session. Seek evaluations on workshops, with 80% of respondents satisfied with the session. 100% and 96% of respondents reported that they were satisfied with each session. Promote awareness, respect for, and observance of, the rights of consumers and how they may be enforced (which contribute to achievement of Strategic Objective 4). Provide 30 educational presentations. Consumers and health and disability services providers are satisfied with the educational presentations. Seek evaluations on presentations, with 80% of respondents satisfied with the presentation. Provide 30 educational presentations. Consumers and health and disability services providers are satisfied with the educational presentations. Seek evaluations on presentations, with 80% of respondents satisfied with the presentation. 49 educational presentations were made — this represents 163% of the target. 98% of respondents who provided feedback reported that they were satisfied with the presentations. Make public statements and publish reports in relation to matters affecting the rights of consumers: Produce and publish on the HDC website key Commissioner decision reports and related articles. Report on number. Make public statements and publish reports in relation to matters affecting the rights of consumers: Produce and publish on the HDC website key Commissioner decision reports and related articles. Report on total number. 59 decisions were published at for the year ended 30 June 2016. Education Output 4.2 — Other Education Performance Measures
software”) educational resources for disability services consumers and disability services providers. At least two new educational resources will be available in plain English. educational resources for disability services consumers and disability services providers. At least two new educational resources will be available in plain English. services. These guides have been published on HDC’s website and are accessible and in plain English. The first guide is tailored to services management, with a second guide designed for disability services staff. HDC created the guides to help disability services providers evaluate their complaints management systems and identify areas warranting further attention. The guide for staff is intended to help individuals evaluate their knowledge and understand how they should respond to a complaint.
contribute to achievement of Strategic Objective 4). Facilitate four regional consumer seminars. Consumers are satisfied with the seminars. Seek evaluations on seminars, with 80% of respondents satisfied. Facilitate four regional consumer seminars. Consumers are satisfied with the seminars. Seek evaluations on seminars, with 80% of respondents satisfied. HDC facilitated four regional consumer seminars (Auckland, Hamilton, Christchurch, and Dunedin) in the year ended 30 June 2016, with 100% respondent satisfaction. Output Class 6 — Mental Health and Addiction Services — Monitoring and Advocacy Mental Health and Addiction Services Output 6.1 —Monitoring and Advocacy Performance Measures SPE 2017/18 Target 2016/17 Comparatives 2015/16 Actual
services and complaints resolution processes. Monitor compliance with the implementation of recommendations: 97% compliance Provide briefings or make recommendations or suggestions to any person or organisation in relation to issues or trends identified in HDC’s monitoring of mental health and addiction services. services and complaints resolution processes. Monitor compliance with the implementation of recommendations: 97% compliance Provide briefings or make recommendations or suggestions to any person or organisation in relation to issues or trends identified in HDC’s monitoring of mental health and addiction services. HDC monitors providers’ compliance with recommendations throughout the follow-up process by seeking evidence of changes made. In the year ended 30 June 2016, providers were fully compliant with 100% of recommendations.