What does Ngā Paerewa expect of patient experience, and how do you make it world class?
Ngā Paerewa expects people and whānau to be informed in a language and format they understand, to make their own choices, to complain safely and to shape the service through their feedback, with the Code of Rights behind each of those. A world-class provider goes further, answering every enquiry quickly in the person's own language, measuring experience every quarter and showing people what changed.
What the Code and the standard expect
The Code of Rights gives every person effective communication in a form, language and manner they understand, including a competent interpreter where necessary and reasonably practicable, the information a reasonable person would expect, including costs, and the right to make an informed choice.1 The sector guidance says the person and whānau decide the format of information, which could include text messaging, and asks providers to seek feedback on whether it arrived on time and in the preferred format.2
Measure it the way the country does
Te Tāhū Hauora runs national surveys of adult hospital inpatients and outpatients, adult primary care and home and community support.3 The primary care survey is the largest health survey in the country, with around 30,000 responses expected each quarter, and covers communication, partnership, physical and emotional needs, cultural safety and access to care.3 Auditors refer to any satisfaction survey since the last audit, with its results and the actions taken in response.4
| What Ngā Paerewa expects | What world class looks like |
|---|---|
| Information people understand | Every reply in the language the person wrote in, approved by a named member of staff |
| Feedback sought on timing and format | A response clock on every new enquiry, reviewed every week |
| Whānau involved where the person wants | Whānau on the same thread, with the person's consent recorded |
| Complaints received in any format | Concerns answered the same day, before they become complaints |
| Survey results acted on | A quarterly review, with what changed told back to people |
- Ask how each person wants to hear from you. Language, format and who in their whānau to include, recorded at entry.
- Answer within the hour. An enquiry answered quickly is far more likely to become a real conversation.
- Keep every exchange on one record. So any member of staff can pick up the conversation with full context.
- Measure every quarter. Your own survey, or the national one where you take part, by ethnicity and age as well as overall.
- Close the loop. Tell people what changed because of their feedback, as the sector guidance asks.
- Quarter ______ Services ______
- Survey responses ______ Response rate ______
- Median first reply time ______
- Enquiries answered in the person's language ______
- Complaints and concerns ______ Themes ______
- Changes made ______ Told back to people on ______
Questions
Does Ngā Paerewa require a patient survey?
The handbook asks auditors to refer to any satisfaction survey since the last audit, with results and actions, and the sector guidance asks providers to seek feedback and act on it.
Can we message people by text or WhatsApp?
The sector guidance says the person and whānau decide the format of information, which could include text messaging.
Do people have a right to an interpreter?
Right 5 of the Code includes a competent interpreter where necessary and reasonably practicable.
Sources
- 1Health and Disability Commissioner, 1996Code of Health and Disability Services Consumers' RightsRead source
- 2Ministry of Health, 2021Sector Guidance for Ngā Paerewa Health and Disability Services Standard (NZS 8134:2021)Read source
- 3Te Tāhū Hauora Health Quality & Safety Commission, 2026Adult primary care patient experience surveyRead source
- 4Ministry of Health, 2025Designated Auditing Agency Handbook, Ministry of Health Auditor Handbook (revised 2025)Read source
Written by the wai team from HealthCERT, Ministry of Health guidance, checked on 16 October 2026. This is guidance, not legal advice. Neither HealthCERT nor the Ministry of Health endorses wai or any software.