Tēnā koe Health and Disability Commissioner,

Since 2022 HDC has offered a cultural team for healthcare complaint resolution.

Please provide a copy of all current policies and procedures related to the cultural team.

Specifically:
(1) Policies and procedures for all staff on when a case should be referred to the HDC cultural team.
(2) Travel costs directly attributable to the HDC cultural team in the 2023-24 financial year.

(2) Hui-ā-whānau (face-to-face hui, including zui, with complainants and their whānau)
- Policies and procedures related to the use of Hui-ā-whānau.
- General training and qualifications of the cultural team in how to conduct Hui-ā-whānau.
- How the cultural team captures the discussion and outcomes of Hui-ā-whānau and whether they are supplied to the provider (subject of the complaint).
- How many Hui-ā-whānau were conducted in 2023-24 financial year.
- Overall cost of all Hui-ā-whānau conducted in 2023-24 financial year.
- Travel costs associated with Hui-ā-whānau in 2023-24 financial year.
- Outcomes of 2023-24 Hui-ā-whānau (whether complaint resolved, or still open).
- How many Hui-ā-whānau reports were supplied to providers in 2023-24.
- Feedback in relation to 2023-24 Hui-ā-whānau (feedback policies, feedback process, and actual themes of feedback).
- How the cultural team manages conflicts of interest and risk when conducting Hui-ā-whānau.

(3) Matariki and internal cultural events
- How many additional contractors or employees engaged (or paid koha) for HDC cultural events in 2023-24 financial year that are over and above the existing cultural team.
- The overall cost in the 2023-24 financial year for internal cultural events, including additional contractors, food, and travel.
- The overall individual cost for 2023-24 internal cultural events in Wellington, and Auckland.

(4) Te reo Māori
- How many staff were provided te reo Māori lessons in 2023-24 financial year at HDC full cost.
- How many te reo Māori lessons were delivered internally by the cultural team (2023-24).

Please respond in writing to this FYI request.

Ngā mihi nui,

J Tawhai