Services for Deaf and disabled people
Ngā ratonga mō te hunga hauā

When accessing health services you have the right to:

• be treated with respect and dignity
• be fully informed and make informed decisions
• have a support person with you
• speak up if something is not right. 

These rights are supported by both the:

• Code of Health and Disability Services Consumers' Rightsexternal link
• UN Convention on the Rights of Persons with Disabilitiesexternal link

It is important you know that you can request what you need to make your hospital journey safe.

You have the right to make choices about your care and support and should be told things in a way you understand.

You have the right to have information in a format you understand such as having information read aloud or emailed.

You have the right to decide if you want to be part of training, teaching, or research.

If you or your whānau have immediate concerns about your treatment or care, speak directly to those providing your care or the manager of that area.  

You can give feedback, complaints or compliments through mail or online. 

Provide suggestions, feedback or a complaint

Healthcare appointments are often short, so planning ahead helps you get the most out of your time.

Before you go

• Write down your symptoms and any other concerns.
• Make a list of questions you want to ask.
• Bring a support person if you want.
• Bring your Health Passport — you can download this online
  My Health Passport — Health & Disability Commissionerexternal link
• Bring medications and information about allergies or medical history.
• Tell staff about your support needs early, for example, interpreters, communication support.
• Ask for information in a format you understand (Easy Read, large print, read aloud).

During your appointment or stay

• Be honest, even if it feels embarrassing.
• Ask for a recap at the end. It is okay to ask for written notes.
• If you have concerns, speak to the care team or the manager of the area.

If you are Deaf

When you arrive, tell staff that you:

• are Deaf and use NZSL
• need an NZSL interpreter for your appointment.

Tell them the names of the interpreters you prefer. It is good to have more than 3 interpreters Having an interpreter is your right.

During your appointment, tell staff to:

• let you know when your name is called by coming to you
• give you a written summary with main points of your appointment before you leave
• give you Wi-Fi access if you need to use the NZ Relay video interpreting service on your mobile phone or device.

If you are staying in hospital:

• bring what you need from home, such as a vibrating alarm
• tell staff what works best for you, such as tapping your shoulder to wake you up or writing things down
• you may have an 'I am Deaf' sign on your bed to let staff know
• ask for a written summary or an NZSL interpreter when you are discharged.

• NZSL interpreters are available for healthcare appointments on request.
• Language translators can be arranged if English is not your first language.
• Some hospitals support the Hidden Disabilities Sunflower Lanyard initiative.
• Facilities include mobility parking, wheelchair access, and accessible toilets. Ask staff if you require assistive equipment.

If you need urgent care and have accessibility needs, tell staff immediately so they can provide appropriate support during emergencies or evacuations.

Easy Read uses words and pictures to make information easier to understand.

We recommend these Easy Read resources from the Health Quality and Safety Commission: 

• Getting ready for your next health care visitexternal linkPDF
• Getting ready to leave hospitalexternal linkPDF

Health New Zealand has created Easy Read health resources on topics like:

• immunisations
• bowel screening
• measles
• mental health and wellbeing
• COVID-19 testing.

Easy Read — HealthEdexternal link

Other Easy Read resources:

• Easy Read resources — Health & Disability Commissionerexternal link
• Health and wellbeing — People First NZexternal link
• Advance care planning — Office for Seniorsexternal link

It is important for your recovery that your discharge happens quickly when you no longer need hospital care.

You will be given a discharge letter, summary or form describing:  

• your stay in hospital
• your recent illness
• treatment or surgery you had
• follow-up care at home
• treatment you may still need.

This is important so ask questions about this before you leave and read it again when you get home. 

Your nurse can discuss this you, your whānau or carer. Now is another chance to ask any questions about:

• what happened in hospital
• what to expect after going home
• how to take your medicines
• how to perform self care tasks.

You may also get a prescription for medicines you need to collect. Sometimes, a prescription is for ‘hospital only’ medicines — you will need collect these from the hospital pharmacy. Take all belongings and prescriptions home.

Many GPs use online portals where you can:

• view appointment notes and prescriptions
• access your health records and immunisation records
• book appointments and order repeat prescriptions.

Ask your GP how to sign up.

Whaikaha – Ministry of Disabled People provides supports and resources for disabled people, tāngata whaikaha Māori, carers, and whānau.

Supports and services — Whaikahaexternal link external link