Response to HDC report, released May 2018
IDEA Services has apologised unreservedly for the incidents outlined in the Health and Disability Commissioner's report released in May 2018.
The events were very distressing for the man and his family and IDEA Services has accepted recommendations in the HDC report and will implement them.
We failed in our duty of care to the person and his family in this case. We deeply regret the incidents that fell short of the service and standards that our staff provide across the country every day.
Since this occurred in 2015, IDEA Services has reviewed and made a number of changes, including providing more training for all managers on reducing incidents and better dealing with complaints and communicating with families. An additional 36 frontline managers are being appointed nationally to increase management presence in services.
IDEA Services' staff provide professional high-quality care to around 4,500 people every day – any failure is disappointing. Unfortunately, mistakes can happen, and when they do we need to acknowledge any failure and learn from it so we can try and prevent it happening again.
We have identified a number of improvements throughout this process.
We are confident that we are providing quality support to people in our services.
Members can contact Janine Stewart, General Manager IHC Programmes, if they wish to discuss this further.
Donna Mitchell
Acting Chief Executive
