Person who used mental health services

Return to The People

Their Stories

Six users' stories were selected for inclusion in this report:

• Returning New Zealander
• First-time importers
• Person who used mental health services
• Parent of youth at risk
• Participant in local democracy
• Genealogist

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Person who used mental health services

Each story is represented pictorially, underscoring salient features and bringing into relief both the positive and negative experiences of using government services. The accompanying narrative, incorporating the user’s own words, highlights key points and possible implications.

Moana is in her forties, single, and has lived with bipolar disorder for 19 years.

She had to move between residences several times over the previous two years. She initially sought a Housing New Zealand house, but since none was available quickly enough to meet her needs, she used the local paper to find a private flat. Due to her illness, she needed to live in a quiet, relaxed environment. To prepare her new flat she obtained a loan from Work and Income to pay for her bond and furniture.

To cope with her illness both on a day-to-day basis and in times of emergency, Moana used various government and community services. She especially appreciated the human support network – such as the caseworkers and nurses – that these services formed around her.

Moana wanted to take independent control of her illness, get a part-time job and lead a normal life. She expected to be able to participate in her own treatment and recovery, preferring that any such treatment not require her to take prescription drugs.

Key points

• system of appointments:
  Moana's experience with Work and Income was enhanced by their introduction of an appointments system, which was more efficient and effective than the previous system that entailed her waiting hours to meet someone. This made a significant difference in her perception of the quality of service.
• repetition of the same information:
  Moana saw a different psychiatrist each time she visited the hospital, requiring her to retell her history each time. She expressed much frustration with this, and indicated that it would have been preferable if each doctor had been able to consult a file informing them of her background.
• helpful intermediary:
  Moana most valued the help of her iwi support person because she helped her navigate her way through various government services in a personal, empathetic way.
• co-ordinated government services:
  Moana's experience with various government agencies that delivered health services, including emergency services, suggests that they co-ordinated well.
• interface between user and government:
  Moana made use of and volunteered at a local mental health support centre which provided a range of services, including government services.
• empathetic treatment:
  Her pleasant interaction with the officer at Housing New Zealand impressed Moana more deeply than whether her request for housing was fulfilled. In spite of the fact that no state house was provided to her, she was reassured that the officer had put in his best effort to assist her, and satisfied with the outcome. This reflected transparent processes that were attuned to her expectations.

Possible implications

• government engagement:
  Moana derived significant value from her involvement in the local mental health support centre. This benefit was sufficiently great that she was motivated to contribute her efforts as a volunteer to support others like herself. This suggests that such community organisations or intermediaries might offer much potential to agencies – both as a delivery vehicle for government services and a source of information for better understanding users' needs.
• cultural change:
  Work and Income's introduction of the appointment system appeared to Moana to be just one part of an overall cultural change that she perceived over time in her dealings with the agency. The result was enhanced understanding of her needs, respectful treatment, and better anticipation of her requirements. This suggests that a user-centric approach to service design and delivery might be manifested in many different aspects of a user’s experience.
• availability of previously provided information
  Moana was frustrated that she needed to retell her story every time she saw a new psychiatrist. She believed that her doctors either could not access or did not refer to a record of her history, and this had a negative effect on her perception of the service she received. This suggests that a user’s experience might be enhanced if a service provider is able to make use of previously provided information, where relevant.
• trust
  Moana was satisfied with the service provided by Housing New Zealand even though she was not provided with a house. Her experience suggests that both a user’s expectations and the quality of interaction with the agency matter as much as, if not more than, achieving a notional desired service result. Where a process is transparent, a user may trust the service to be reliable, even if their request is unable to be satisfied.