■ I like to look at the positive side of life, giving credit where its due. However, voicing concern about some negatives is an important mechanism that can improve health and disability services when things go wrong, writes Ruth Gerzon

Back in the 1950s, when doctors were seen as infallible gods, complaints about health and disability services were rare.

Then came my boomer generation that began to voice concerns about services. I am delighted to see that younger generations are even more assertive.

I was a manager of an advocacy service after the Health and Disability Consumers’ Rights legislation passed in 1996, giving us clear rights to safe, effective and dignified treatment.

In those days it wasn’t always easy to get doctors or rest home managers to admit to mistakes, or even to agree to meet with patients or residents who felt they were wronged.

Fortunately, better training means health and disability professionals now see themselves as partners with patients and residents. Most are also humble enough to know that, like all of us, they can sometimes get things wrong.

Over the past 25 years I facilitated advocacy courses to ensure people had the knowledge and skills to make effective complaints.

Listening to their stories and seeing the results of their advocacy, I have noticed, with pleasure, positive outcomes when people voice their concerns.

Complaints can support stressed and overworked staff.

Nurses and doctors want to do their best by patients but the conditions do not always allow this.

I recently supported a friend in another town to make a complaint.

She wrote: “I have no confidence in the hospital. I am afraid to go there. They do not listen. I provided my health passport and still mistakes are made, delays that are life threatening are happening and I am terrified of going back there.”

Just a week later she was back at emergency and the quality manager was there to ensure she had the treatment she needed.

Her stay in hospital enabled her to speak to staff about her needs, and they listened.

Patients used to worry that if they complained they would be treated worse but as this story shows that is not the case.

Services now have staff whose role it is to receive complaints and make sure they are acted on in a way that improves service delivery for all.

And once services know that you know your rights and will stand up for yourself, they are inclined to ensure things don’t go wrong again.

The Code of Health and Disability Services Consumers’ Rights, first introduced in 1996 still stands, as does the advocacy service that supports those who need help with the process.

Everyone using a pharmacy, rest home, disability or home support services, doctors and hospitals has these rights.

The right to respect, a good standard of care and communication in a way you understand are just some of your rights.

I thoroughly recommend the public talk on your rights and the Advocacy Service organised by Virtual Eastern Bay Villages. This is at 10.30am tomorrow at Knox Church, 83 Domain Road, Whakatāne.

If you would like to know more before then, explore www.advocacy.org.nz or phone: 0800 555 050.