Communication and patient-centred care
Information people can use
Right 6 requires information a reasonable consumer would need, in a form they can understand, including the expected benefits, risks, alternatives and the likely outcome of doing nothing. Use plain language, short sentences, and teach-back: ask the person to explain the plan in their own words. Avoid jargon, and check understanding rather than asking "do you understand?".
Whānau, culture and children
Involve whānau as the patient wishes, and use a trained interpreter - never a child - when language is a barrier. Cultural safety means reflecting on your own assumptions and adapting how you work; Pacific models such as Fonofale remind you that family and community sit around the individual. With children, speak to the child as well as the adult, use child-friendly words, and gain assent before treatment.
Worked example
A parent with limited English nods at your explanation of a stainless steel crown. You book a telephone interpreter, explain the options, and use teach-back. The parent explains the plan back correctly and asks about cost. You document the interpreter's use and the consent.
Complaints and conflict
Acknowledge concerns early, apologise for the experience without admitting fault, explain what happens next, and follow your service's complaints pathway and the Health and Disability Commissioner's process. Never argue in front of a child.
Traps
Using a family member as interpreter; assuming a nod means understanding; discussing the child over their head; ignoring a complaint until it escalates; using fear to gain cooperation.