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Hūtia te rito o te harakeke,
Kei whea te komako e kō?
Ka rere ki uta, ka rere ki tai.
Kī mai koe ki a au, he aha te mea nui o te ao?
Māku e kī atu,
He tangata! He tangata! He tangata!
If you pluck out the flax shoot,
where will the bellbird sing?
It will fly inland, it will fly seawards.
If you ask me,
What is the most important thing in the world?
I will reply, People! People! People!

Kia ora e te KPI Programme whānau

Engagement. It’s a common term, however, effective engagement is often nuanced by our individual contexts and the experiences that have shaped who we are, what we value and how we do what we do.

In health, the effectiveness of engagement can be reliant on the desire and capability of a person, their whānau and the service provider to participate in care in ways that are meaningful and relevant for that person in order to maximise their health outcomes.

COVID-19 has forced us all to look at engagement differently. To uncover new ways to engage at a distance, or through technology, while still striving to achieve real connection and create therapeutic relationships.

Therefore, it isn’t surprising that engagement emerged as a key theme at our Child and Youth stream forum on 25 June. The forum, attended by more than 60 people from across New Zealand, including Child and Adolescent Mental Health Services (CAMHS), whānau, youth consumer advisors and sector leaders explored the different ways services sought to ensure continuity of engagement with rangatahi throughout the COVID-19 lockdown and highlighted the complexities that can exist in getting engagement right.

We’re thrilled to showcase presentations from our June Child and Youth stream forum in this issue of The Indicator, and to share some of our learnings as the KPI Programme team about the use of Zoom for future forums and sector engagement.

It is getting cold out there, so why not take this opportunity to grab a hot cuppa and warm your hands and your mind with some of the voices of our KPI Programme.

Showcasing the Child and Youth stream June forum

Life before COVID-19: what stories were our indicators telling us before the pandemic?

Child and Youth stream lead and psychiatrist, Dr James Knight kicked off the forum by presenting the national aggregated data for the past three years.
It struck forum participants that the national picture indicated there had been little to no improvement evident in the Child and Youth stream’s indicators for median wait times, community did not attend (DNA) rates and percentage of whānau contacts over the three year period up to June 2019.
Forum participants were curious about why there had been such limited progress and sparked interest by the Programme to dig deeper and engage with the sector to better understand what is needed to shift the results in the right direction to improve services for tāngata whai ora and their whānau.  
You can check out the full presentation slides here.  Don’t hesitate to email us at with any insights or questions the pre-COVID data story might raise for you.

Zoom - a tool for connection

Sarah Wallbank from Waitematā DHB presented the data collected from three CAMHS teams during COVID-19 alert levels four, three and two.
The results showed that overall, respondents were comfortable or extremely comfortable using Zoom (84 per cent), felt they could discuss concerns openly using the technology (64 per cent) and reported no real concerns about privacy (84 per cent).
However, when asked about choice of contact type for future appointments 59 per cent said they would prefer a mix of Zoom and face to face and 23 per cent opted for a return to face to face only. Only 18 per cent said they would prefer Zoom only appointments in the future.
You can check out the full presentation slides here (from page 13).
“No travelling involved; no childcare arrangements needed.”

“Our son was more at ease in our home than the clinic.”

“Difficult to replicate the face to face experience, and more nuanced communication through subtle facial expressions, body language, etc.”

“I often felt anxious that other family members in my house would hear my conversations, meaning I couldn’t talk about very important or personal things.”

“Tikanga” pivotal for Māori engagement

Whānau advisors, Leigh Murray and Joanne Henare spoke about whānau engagement during the rahui. Joanne asked us all to remember cultural considerations still need to be followed when using non-face to face forms of communication like Zoom.

“Tikanga is essential during a Zoom” said Joanne. “For example, karakia, mihi whakatau, whānaungatanga and the use of te reo (the language). How a meeting starts and closes for rangatahi and whānau via Zoom is an important factor in service delivery.”

For guidance on Tikanga best practice for frontline workforces, check out this great resource from Te Rau Ora

Missed attending our June forums? Check out the videos

Don’t worry if you were not able to attend our June 2020 forums. You can view the following videos of the key forum content by clicking on the links below. These videos are also available on the KPI Programme website.
Adult Forum
Child and Youth Forum
Time constraints on the day of our Child and Youth forum meant we weren’t able to play a video from our rangatahi as planned. Check out the DMC 2019 video from our youth consumer advisors at Werry Whāraurau. It includes some powerful messages and calls to action from our youth leaders.
DMC 2019 - click image to view
In Issue 1 of The Indicator we asked you to share stand out stories from your COVID-19 response. Here is the video we compiled from your stories. A big thanks to those who shared their journey. 
A Shared Journey - click image to view

Using Zoom to engage for forums – what your evaluation feedback told us

Fifty-nine people took the opportunity to give feedback on our June 2020 KPI Programme forums. Their voices and first-hand experiences have enabled the Programme team with useful data to understand what works, and what still needs work and improvement when it comes to delivering effective ways to bring the sector together to learn from each other and collaborate on the right actions.

The full evaluation summary reports are available on our KPI Programme website so you can see what people had to say. Please note: these reports are a summary only and do not identify any person who responded to the survey. 

Below is a snapshot of the feedback for both forums delivered in June 2020.

How did we do?

Adult stream forum - 18 June 2020

Overall, feedback from people attending the Adult stream forum was positive, with at least four out of five people describing the forum as valuable. Most people who responded to the survey rated the online experience as good or very good. One person said attending an online forum was not for them.

Survey respondents welcomed the accessibility of the online forum; perceived reduction of waste (time and expenses); and the sense of collectiveness and connection achieved in breakout spaces.

Areas for improvement identified:
  • the need for more collaboration with Māori and whānau in forum development
  • better structuring the agenda for online delivery
  • access to data and presentations beforehand
  • more opportunities to critically engage with data
  • better use of data to reflect on ethnic differences and equity.
Six people told us that changing work priorities and personal needs meant they weren’t able to attend the forum as planned, however further exploration will be undertaken to determine whether technical difficulties prevented access to the forum on the day.

To read the Adult stream evaluation summary report, click here.

Child and Youth stream forum - 25 June 2020

Feedback from people attending the forum was also positive overall, with most people describing the forum as valuable; rating the online experience as good or very good; and all being willing to attend online forums in the future.

People noted that they enjoyed the presentations and the opportunity to engage with data describing ethnicity and equity.

Areas for improvement identified:
  • the need for more collaboration with rangatahi and Māori in forum development and content
  • better structuring the agenda for online delivery, including more breakout time
  • access to data beforehand
  • opportunities to engage with issues of equity and culture
  • continuing to address technical issues.
To read the Child and Youth stream evaluation summary report, click here.

Funding to scope the expansion of KPI benchmarking in our sector

We are thrilled to announce that the Ministry of Health has provided some dedicated funding to the KPI Programme to investigate the potential expansion of benchmarking across the mental health and addiction sector.

This funding has been provided through a variation to the current contract and is for a period of 18 months from 1 April 2020. The variation scope includes the following three areas:
  • Adult Forensic
  • Youth Forensic
  • NGO Stream
The KPI Programme team has been contacting people across the sector who have previously been affiliated with these areas to engage them in contributing to the scoping of this work. If you have not been contacted already but are interested in supporting this important mahi, please email the team at
We hope you have enjoyed this issue of ‘The Indicator’. This newsletter is designed for our sector, so if you would like to showcase your KPI stories, share the great work of your teams or even write a brief opinion piece, we’d love to hear from you 
Copyright © 2020 MHA KPI Programme, All rights reserved.

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