This was a multi-stage study of Mäori patient experiences and perceptions with regard to health, disability and ACC services. Thematic analysis of data collected from 10 nationwide hui was used to develop a model of Mäori patient interactions with healthcare providers. This led to the creation of an ‘experiences of care’ survey tool which was used in a telephone survey of 651 Mäori. Many Mäori have concerns about interactions with health services and the cultural competence of providers, although most rated their most recent experience as generally good. A cluster analysis found two distinct groups of respondents. Those of younger age (78%) were more likely to report positive experiences with service providers, whilst the older age-group (22%) were less likely to consider returning again. The authors suggest that this may be explained by factors such as; “poor experiences in health or other services, expectations of lesser quality care and barriers such as a lack of cultural fit between the patient and provider.”
A comprehensive study that sought the experience of Mäori using health, disability and ACC services, Dr Jansen (Raukawa) and others at Mauri Ora describe the importance of the patient:provider interaction. One important outcome from the study was the development of a tool to measure the ‘satisfaction’ of Mäori utilising health, disability and ACC services. Currently limited to tools that have been developed overseas or in other populations, providers may wish to consider using such a tool. It was developed by and for Mäori and was validated during the study.
Independent commentary by Dr. Matire Hardwood
Dr Matire Harwood (Ngapuhi) has worked in Hauora Māori, primary health and rehabilitation settings as clinician and researcher since graduating from Auckland Medical School in 1994. She also holds positions on a number of boards, committees and advisory groups including the Health Research Council. Matire lives in Auckland with her whānau including partner Haunui and two young children Te Rangiura and Waimarie.
Research Review publications are intended for New Zealand health professionals.
Disclaimer: This publication is not intended as a replacement for regular medical education but to assist in the process. The reviews are a summarised interpretation of the published study and reflect the opinion of the writer rather than those of the research group or scientific journal. It is suggested readers review the full trial data before forming a final conclusion on its merits.
