How the system works

In New Zealand, there are a number of services and organisations that are there to support and advocate on behalf of older people. Some of these include: Age Concern : Age Concern is a nationwide organisation that provides advocacy services for older people. They offer support, information, and advocacy to...

Message from Carolyn Cooper, Aged Care Commissioner : Kia ora, I’m Carolyn Cooper, the Aged Care Commissioner for Aotearoa New Zealand. This is a new role created to help monitor the delivery of great quality of care and quality of life for older people. We all have the right to...

The Office for Seniors in New Zealand is a government agency that plays a key role in promoting the wellbeing of older people in the country. Its primary role is to provide advice and support to the government on issues related to ageing, and to develop and implement policies and...

The Retirement Commissioner in New Zealand is a government-appointed position as part of Te Ara Ahunga Ora Retirement Commission. The role is responsible for advocating for the interests of older people in relation to retirement income policies (such as New Zealand’s NZ Super pension scheme), services and products. The current...

‘My Health Passport’ is a booklet designed to help individuals manage their health information and improve communication between them and their healthcare providers. In New Zealand, ‘My Health Passport’ is a free service that is available to anyone who wants to use it. The primary purpose of ‘My Health Passport’...

In simple terms, ‘acuity’ is a measure of how unwell a person is and how much care they need. In the world of healthcare, ‘acuity’ refers to intensity and severity of a resident’s care needs – including illness, injuries, and other health issues. Acuity helps healthcare providers assess how severe...

In March 2024, Carolyn Cooper, the Aged Care Commissioner, released a report titled “Amplifying the voices of older people across Aotearoa New Zealand”. It contains 20 recommendations to improve services and care for older people in Aotearoa. So, why is this report important and how does it affect every day...

This question is answered in the article ' Does the 2023 change of government affect the health system? ' Scroll down for specific details.

Most formal, subsidised services in New Zealand are accessed via some sort of assessment, and most commonly, in this context, the interRAI assessment. If you don’t have an assessment, you will have to pay privately for any services you want or need. Find a range of services to suit your...

In New Zealand, an assessment tool called interRAI helps older people access the services they need and helps sector professionals find out more about the needs of all New Zealanders. You may be referred for an interRAI assessment or you can self-refer via older person’s services. The process begins with...

It's normal to worry when you find you are struggling with day-to-day tasks. It can feel like you've lost a sense of control over your life. Yet, worry can be a motivating force too. Many people find that being clearer about what might be going on for them, such as...

Ideally you wouldn't have to wait to get an an interRAI assessment. In some areas of New Zealand (especially if you’re considered non-urgent) the wait for an interRAI assessment can be long, however. During this time, you may find that your situation changes. If this is the case, then you...

You can ask for a review or reassessment. Contact your local older persons service. If you need support to do this, you can contact The Nationwide Health and Disability Advocacy Service. They offer free, independent, and confidential advice and support to help you resolve issues with health and disability services.

A Care Plan will be developed after an interRAI assessment has been completed, usually by a health professional that works in a Needs Assessment Service Coordination (NASC) team. The plan will be discussed with you (and those closest to you, as long as you agree). If you are eligible for...

When people in the older persons’ health sector are talking about an assessment, they’re generally talking about the interRAI assessment , otherwise know as a needs assessment. (Other assessments include ACC, mental health, equipment and housing modification assessments.) The interRAI assessment is the standard assessment ‘tool’ (a computer-based programme) used...

interRAI is a well-tested and researched assessment tool used in Aotearoa New Zealand and many other countries around the world. There are a range of assessments designed to suit various populations groups e.g. children, youth, adults etc. Individual assessments are conducted around Aotearoa New Zealand. These provide health professionals and...

What is NASC? After you have had an interRAI assessment, and if you are eligible to receive services, you will probably be referred to someone known as a service or care coordinator - these teams are commonly referred to as Needs Assessment and Service Coordination (NASC). They will discuss the...

The process begins with the assessor talking to you (and your family if you agree) or any carer you might have, about your needs, making observations and referring to other clinical information. It's known as an interRAI (or needs) assessment. Assessors are located in various places within our health service....

An interRAI assessment is organised by your local Needs Assessment Service Coordination (NASC) team, or Care Coordination Centre (CCC) in some regions. All NASC or CCC contacts in New Zealand can be found on Eldernet.

Complaints about costs of services can be taken to the Disputes Tribunal (formerly known as Small Claims Tribunal). The Disputes Tribunal usually has the same phone number as the District Court. Find out more about the Disputes Tribunal here. If possible, talk to your residential care provider or Health New...

It is important for retirement village residents to know they have the right to make a complaint. Every retirement village operator in New Zealand is required to have a complaint policy that follows the Retirement Villages Code of Practice. This policy should be accessible to residents and potential residents in...

All consumers receiving a health and/or disability service in New Zealand are protected by The Code of Health and Disability Services Consumers’ Rights. You can read a summary of the code here. If you have concerns about how a rest home, hospital or health or disability service is run or...

If you have concerns about how a rest home or other aged residential care facility is run, or are unhappy with the services you are receiving, you have the right to complain. The process to make a complaint is as follows: Discuss your concerns with the manager Talk to the...

If you have concerns about how a health or disability service is run or the services you are getting, you can make a complaint. Complaints are an important way for a service to improve and you should never feel bad about making one. Different services have different processes you must...

For daily nationwide bed availability see: www.eldernet.co.nz/vacancies To view in a table, select a DHB region first then select ‘View in table’ on right side of the screen. The report can be filtered by: Provider, Vacant beds, Short stay, Impending vacancy, Dedicated Premium room charges, Dedicated Dual use beds, Care...

The hospice website provides lots of information about end-of-life care. This family/whanau may find A Guide for Carers useful. The Palliative Care Handbook 2019 provides information about symptom management.

The Ministry of Health website has comprehensive information about the implementation of the Act and other relevant information. See also a link to the Act: The End of Life Choice Act 2019

Delia McKenna and Barbara Staniforth in their 2017 paper ‘ Older people moving to residential care in Aotearoa New Zealand: Considerations for social work at practice and policy levels.’ give some insights into this time of transition. They show how this process and experience may be improved. “ABSTRACT INTRODUCTION: This...

The data visualization tool in the interRAI website allows you to access data at a national, regional and population level. If more comprehensive data is required, you need to request it.

Audit reports are available at: https://www.health.govt.nz/your-health/certified-providers/aged-care A full list of certified rest home (care home) providers in New Zealand can also be downloaded.

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When receiving a health or disability service you have the right: To be treated with respect. To be treated fairly without pressure or discrimination. To dignity and independence. To receive a quality service and to be treated with care and skill. To be given information that you can understand in...

Demystifying who lives in care According to statistics from interRAI New Zealand, 31, 600 kiwis currently live in aged residential care (2017/2018). That means that less than 5% of people over the age of 65 call a residential care facility home (according to data from Stats NZ 2019 ). People...

The statistical odds that you might need residential care (or go to a care home) are low. These odds do increase with age if combined with significant health and/or other needs, by which time it’s often a perfect solution. For example: the percentage of the population living in a care...