under the Official Information Act 1982
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Document 1
HV – Indicated that DNZ would provide regular updates on the process via its website and
Facebook page which had a significant reach into the Diabetes community.
JCL – Noted that it would be important that people looking for information would source
information that was consistent and accurate across multiple sites.
JCL – Indicated that it would be important from an implementation perspective that patients
could access information equal y across al of the proposed products so they could make good
informed decisions as to which product they should select, this was particularly important in
regards the Ypsopump as it was not incumbent in the market and patients would likely do a lot
of research prior to deciding on the brand of insulin pump.
JCL – Indicated that Pharmac had been having weekly catch-ups where possible with NZSSD to
ensure that the voice of the clinician community was incorporated into the decision and
implementation process
CE – Indicated that it was important that information was also available to the primary care
sector as GP’s would be the primary interface for prescribing of CGM’s
HV – Described the work that DNZ had been doing with various other agencies such as the
police and AVSEC informing them around interacting with people using diabetes technology
such as CGM’s / Insulin pumps.
HV – Indicated that it would be important to have robust worked up FAQ’s so that people could
easily self-problem solve around things such as failed CGM’s and getting replacements, noted
that DNZ had been working with the identified preferred suppliers regarding the type of
information that should be available on their websites.
RB – Indicated that Pharmac would stay in regular contact as the comms plan was developed.
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A1812129
2
Document 2
CH – confirmed this would be possible - intent to pul together an update (brief type thing) with
info that we can share at this stage so that Diabetes NZ can start working on this.
HV – developed COVID-19 resource at speed, her and Jo to pul together plan about what they
think is needed, what they can do to support, and what this would look like.
CH – closed the meeting and confirmed this sounds like a reasonable approach. Thanked for
time and ability to work collaboratively. Pharmac intend to draft a brief for this work and stay in
touch via Teams/email going forward to ensure we can make this as easy and seamless as
possible.
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A1803423
2
Document 3
PROPOSAL TO PHARMAC FOR CGM & PUMP ROLL OUT SUPPORT
Background
The proposal to fund CGM’s, pumps and consumables for people with Type 1 diabetes has
been greeted with much enthusiasm by the diabetes community. This has been evidenced by
the overwhelming feedback to Pharmac as part of the consultation phase.
Initially the feedback was being directed at Diabetes NZ. Through our communication
channels we directed people to Pharmac and encouraged them to submit their feedback
During this consultation phase we directed all our energies and limited resources into
responding to queries and endeavouring to reassure people that their voices would be heard.
We believe the overwhelming feedback was a direct consequence of our regular posting to
our diabetes community.
The average analytics during this period were over 3,000 Facebook accounts for each post (a
total of 18,000), an average of 200 interactions and 252 comments on these posts (one post
alone receiving 135 comments).
This level of engagement indicates that the diabetes community sees Diabetes NZ as the go to
place for information. This was evidenced during COVID when our organisation was
completely overwhelmed with concerns and general enquiries such as “will we run out of
insulin?” to “should my child go to school”? In order to disseminate the information that was
available across many sites (which was incredibly confusing for someone with a chronic
condition), we needed to engage our PR company to build a COVID page on our website, while
at the same time deploying most of our staff to manage the 0800 line and info emails. In one
weekend, over 9,000 people accessed our COVID portal which continues to attract traffic –
over 35,000 people have accessed it.
Diabetes NZ is concerned that when the rol out commences, we will not be sufficiently
under the Official Information Act 1982
resourced to manage the myriad of questions. We have surveyed our staff who are working
across New Zealand with people with Type 1 diabetes and their families to scope potential
queries. We will need to develop an initial resource, but evidence with COVID has shown that
this will need to be regularly (daily) updated as more questions and potential issues arise
during the rol -out.
Of more concern is that our staff who are directly involved with children and parents with
Released
Type 1 will be inundated. Our Youth Coordinators work limited hours and Diabetes NZ does
not have the funding to extend their hours during this implementation phase. National Office
is also under resourced, so the 0800 line and info email will not be able to provide a prompt
and reactive service.
DNZ Proposal to Pharmac July 2024
Document 3
Proposed Solution
Diabetes NZ is the consumer facing organisation for people with diabetes. Our website is one
of the top organic sites for people searching for information on Diabetes & CGM. Although
Pharmac will be providing guidance for people as part of the roll-out, it is inevitable that the
initial enquiries will be directed to Diabetes NZ. Evidence shows that when people are
stressed (and diabetes is a stressful condition), being directed to another site simply adds to
the stress of the occasion. We are al wanting this to be an easy experience, as the fall-out (as
already evidenced) will be difficult to manage.
The key areas with which Diabetes NZ is seeking support are:
• Development of website landing page to provide information and triage to suppliers for
product information. Website will require regular updates.
• Resource development (Frequently Asked Questions)
• Digital Communications via social media, edms – CONNECT and silo emails
• Staffing the 0800 line and info email (3 month period)
• Additional staff hours for the Youth Coordinators
• Contracting Diabetes NZ PR company to handle press releases and media enquiries
Costs
s 9(2)(b)(ii)
under the Official Information Act 1982
Released
DNZ Proposal to Pharmac July 2024
Document 4
HV – have been in touch, they are encouraging suppliers to have very clear resources/ web
pages that DNZ can link through to (as they don’t want this info directly on their website
because it wil need to be updated, but want to link through to this). They are going to review
the supplier information from a consumer lens for them.
CE – we have also recently had discussions with the suppliers about the level of phone line
support. Initially the proposal is for 24 hours, suppliers are saying based on Australia that they
want to reduce this. Can you see this being an issue?
HV – if something goes wrong afterhours this could cause an issue. Suggested that at least
maybe for the first month they have a 24 hour line. Or perhaps could offer 7 days a week.
CE – there is also discussion around who consumers should call if there is an issue. Eg should this
be pump supplier, CGM supplier, or doctor? This would be good to have as an FAQ directing to
the correct avenue for help.
HV – keen to also have this in their FAQs, in addition to the patient process for initiating these
devices.
CH – next steps: Casie to discuss this proposal internal y, and be in touch ASAP, probably early
next week.
HV – asked about Trulicity – sometimes having people say they can’t get this. Are we surprised
to hear this?
CE – not surprised, this is most likely is due to the distribution chain. Expecting this to be
alleviated in the coming months.
Thanked for time, wil be in touch soon.
under the Official Information Act 1982
Released
Document 5
PROPOSAL TO PHARMAC FOR CGM & PUMP ROLL OUT SUPPORT
Background
The proposal to fund CGM’s, pumps and consumables for people with Type 1 diabetes has
been greeted with much enthusiasm by the diabetes community. This has been evidenced by
the overwhelming feedback to Pharmac as part of the consultation phase.
Initially the feedback was being directed at Diabetes NZ. Through our communication
channels we directed people to Pharmac and encouraged them to submit their feedback
During this consultation phase we directed all our energies and limited resources into
responding to queries and endeavouring to reassure people that their voices would be heard.
We believe the overwhelming feedback was a direct consequence of our regular posting to
our diabetes community.
The average analytics during this period were over 3,000 Facebook accounts for each post (a
total of 18,000), an average of 200 interactions and 252 comments on these posts (one post
alone receiving 135 comments).
This level of engagement indicates that the diabetes community sees Diabetes NZ as the go to
place for information. This was evidenced during COVID when our organisation was
completely overwhelmed with concerns and general enquiries such as “will we run out of
insulin?” to “should my child go to school”? In order to disseminate the information that was
available across many sites (which was incredibly confusing for someone with a chronic
condition), we needed to engage our PR company to build a COVID page on our website, while
at the same time deploying most of our staff to manage the 0800 line and info emails. In one
weekend, over 9,000 people accessed our COVID portal which continues to attract traffic –
over 35,000 people have accessed it.
Diabetes NZ is concerned that when the rol out commences, we will not be sufficiently
under the Official Information Act 1982
resourced to manage the myriad of questions. We have surveyed our staff who are working
across New Zealand with people with Type 1 diabetes and their families to scope potential
queries. We will need to develop an initial resource, but evidence with COVID has shown that
this will need to be regularly (daily) updated as more questions and potential issues arise
during the rol -out.
Of more concern is that our staff who are directly involved with children and parents with
Released
Type 1 will be inundated. Our Youth Coordinators work limited hours and Diabetes NZ does
not have the funding to extend their hours during this implementation phase. National Office
is also under resourced, so the 0800 line and info email will not be able to provide a prompt
and reactive service.
Document 5
Proposed Solution
Diabetes NZ is the consumer facing organisation for people with diabetes. Our website is one
of the top organic sites for people searching for information on Diabetes & CGM. Although
Pharmac will be providing guidance for people as part of the roll-out, it is inevitable that the
initial enquiries will be directed to Diabetes NZ. Evidence shows that when people are
stressed (and diabetes is a stressful condition), being directed to another site simply adds to
the stress of the occasion. We are al wanting this to be an easy experience, as the fall-out (as
already evidenced) will be difficult to manage.
The key areas with which Diabetes NZ is seeking support are:
• Development of website landing page to provide information and triage to suppliers for
product information. Website will require regular updates.
• Resource development (Frequently Asked Questions)
• Digital Communications via social media, edms – CONNECT and silo emails
• Staffing the 0800 line and info email (3 month period)
• Additional staff hours for the Youth Coordinators
• Contracting Diabetes NZ PR company to handle press releases and media enquiries
Costs
s 9(2)(b)(ii)
under the Official Information Act 1982
Released
