Kōrero Mai is a three-step process that a patient or their family can use if they are worried that they or their loved one are becoming more unwell.
It has recently been launched at Dunedin and Invercargill hospitals.
It comes after findings from a health and disability commissioner report that reflected on the death of a patient, Wendy Fraser, in 2019 after a harrowing 17 hours in Dunedin Hospital following a pulmonary embolism.
Ms Fraser’s daughter, Tania Henwood, has been working with Dunedin Hospital on establishing Korero Mai.
"I've been proud to be working on this project, and what has been most satisfying is that it has been led from the ground up.
"It hasn't come from above — it’s been led by the patients."
Under the new approach, the first step for escalating care is relaying concerns to the nurse who is caring for the patient.
If the patient or family member do not feel they have been heard, and there are still concerns about a patient’s condition, this can be escalated to the nurse in charge of the shift.
Finally, a Korero Mai call can be made to the hospital’s 24/7 Patient at Risk team, who will assess the patient and decide on appropriate next steps.
"This will hopefully improve the communication when things get stressful," Ms Henwood said.
Health NZ Southern director of quality and clinical governance solutions Dr Hywel Lloyd said the service would strengthen existing processes in place to escalate care when required.
"We are continuously looking at how we can improve our quality processes and to have systems in place that give patients and their families a voice in their care," Dr Lloyd said.
"This service is focused on the condition of patients who may be deteriorating and listening to the people who know them best, their family."
Ms Henwood said being involved in the co-design process was bittersweet, but she was delighted the service would soon be rolled out locally.
"It’s so important family members know that what they know, matters."
Ms Henwood said the hospital setting was unfamiliar and confusing when she was there with her mother.
"I had no idea what was best for my mum, but I knew her best, and that was critically important information.
"My hope is Korero Mai is an avenue for patients and whanau to voice their concerns, and for health professionals to be able to take a step back, see the wood from the trees, and understand why whanau are concerned, because ultimately, I truly believe we all want the same thing, to give and receive the best care possible.
"Being part of this group has been very cathartic, and allowed me to gain an appreciation of the importance of trying to make this as accessible as possible for everyone, and accepted as an important tool in a health professional’s tool bag."
