First weekend of Ka Ora a success

West Coast Health is pleased to report that the first weekend of nights and weekends primary care services being delivered under the new model of care has gone well.

Ka Ora Telecare reported that 40 people from Hector to Franz Josef used their service. Of those that provided a satisfaction score following their experience (12 patients) the average satisfaction score was 4.17 / 5.

West Coast Health Chief Executive, Caro Findlay, said “On behalf of our partners, Te Whatu Ora, the West Coast private practices, and Ka Ora Telecare, I would like to thank West Coast whānau and patients for their support of the new system. Change can be unsettling and we know some Coasters have been worried about the new system. A group of dedicated people, including clinicans from across the West Coast health system, have worked hard to ensure that the change goes smoothly and so that Coasters benefit from enhanced access to primary care services on nights and weekends. We are committed to continuing the close collaboration between partners to ensure a safe and sustainable service”.

The review of the first weekend’s operations identified some opportunities for improvement such as ensuring a consistent approach on the writing and accessibility of care plans across health providers. One patient complaint was received and this complaint will be addressed through Ka Ora’s internal quality review process.

Comments received from patients over the weekend included:

• Fantastic. My nurse was professional, capable and organized. Thank you for this service.
• Doctor was very nice and helpful, as was the triage nurse.
• The nurse and doctors are really helpful by explaining to me well what's happening to our baby. Thanks so much.

West Coast callers contributed to the service recording it’s second busiest day of operation since the service was launched in late 2023.

A small number of people have contacted West Coast Health to report that they did not receive a Ka Ora information pack. If any households have not received their information pack please contact West Coast Health at info@westcoasthealth.nz or 0800 004 696 to arrange a delivery.

People who wish to provide feedback on the service, or who have ideas on how access to the service can be improved, can also email info@westcoasthealth.nz

Additional data:
 Three patients (8%) had their queries resolved by a nurse.
 Four patients (10%) were directed to an in-person service.
 One patient had an ambulance called for them by a Ka Ora team member.