ANXIETY HELPLINE - 24 HOURS A DAY, 7 DAYS A WEEK

Our Helpline gives vital support people of any age who experience all forms of anxiety, including Panic Attacks, Phobias and Obsessive Compulsive Disorders and to family or friends supporting someone with anxiety. 

 

If you're feeling anxious and would like to talk to someone about anxiety or would like to seek advice for a friend or family member - you can phone our free 24/7 Anxiety Helpline wherever you are in Aotearoa. Wāea mai ki a mātau. Give us a call.


0800 269 4389 (0800 ANXIETY)

This service is completely confidential and free of charge. It is the only service of its type in Aotearoa. Download our Helpline info pack for more details.

Who will I be talking to?

Our Helpline is staffed by specially trained and understanding volunteers. If you are experiencing anxiety or panic and don't know what to do, our helpline staff are well equipped to walk and talk you through the experience.


What do we provide?:
– We will listen and support you with empathy and unconditioned acceptance.
– We can take you through breathing and relaxation exercises that are really effective in minimising feelings of anxiety and panic.
– We can discuss practical strategies you can learn and apply whenever anxiety and panic starts to feel overwhelming.

- Please note we are not a counselling line - we offer encouragement, education, and advice for anyone who is supporting someone struggling with anxiety.


Please remember to call 111 in more urgent situations.

Download a Helpline and Crisis Numbers list for Families & Whanau here >

 

IMPORTANT NUMBERS

Here are a list of numbers you can use any time to seek advice or support. If you are worried about someone you can call to ask for help.

 

- Free call or text 1737 any time for support from a trained counsellor. 
- Lifeline 0800 543 354 or (09) 522 2999 
Free text 4357 (HELP)
- Youthline 0800 376 633
- Samaritans 0800 726 666


- If you or someone you know is at risk of harm: dial 111 or visit your nearest hospital emergency department. 


- Call 0800 611 116 for your nearest DHB Mental Health Crisis Team (CATT Team).

IMPORTANT & FREE, CRISIS / DISTRESS RESOURCES 

If you’re having thoughts of suicide, you are not alone. This resource from The Mental Health Foundation offers clues, tohu and suggestions for how to make your way out of the bleakness or pain you’re experiencing. You won’t always feel like this. You can download a free book about 'Having Suicidal Thoughts and Finding a Way Back" here > 

Taiohi/young people know suicide is a big issue in Aotearoa, and they know it affects most of us in some way. They may come across it through the media, they may know someone who has died by suicide or be supporting a friend who is feeling suicidal. They may have had thoughts of suicide themselves.

Although it can feel hard to kōrero/talk about the tough stuff, it’s important that we can all have safe, open, honest and compassionate kōrero about suicide so our taiohi feel heard, supported and understood.

The Connecting Through Kōrero guidebook and videos are for parents, caregivers, teachers, counsellors, aunties, uncles, friends and other whānau members - anyone who cares about taiohi and needs tautoko/support and guidance to kōrero with them about suicide. Watch the video(s) that best suit your situation and read through the sections below, and see the Mental Health Foundation's Useful Resources page for additional information. Download the free Connecting Through Kōrero guidebook here >

If you are concerned that taiohi in your life may be having thoughts of suicide right now, this resource will not be useful to you. Instead visit the Mental Health Foundation's Worried about someone webpage for more information.

Written with extensive consultation with Māori suicide prevention experts, whānau and communities, Tihei Mauri Ora: Supporting whānau through suicidal distress will help whānau and friends to support someone who is in distress or crisis. It features information about warning signs to look out for, how to handle a crisis and explores ways to support loved ones struggling with suicidal thoughts and feelings. to download a free copy visit here >

Connection, a sense of belonging and working together are crucial for the wellbeing of all individuals, whānau and communities. Formerly known as Supporting Families NZ, Yellow Brick Road is a national organisation that provides support for whānau who have a loved one experiencing mental health challenges. 

SUPPORTING YOURSELF AND OTHERS

"What Happens Now?" - this information is a suicide prevention factsheet intended for people who have survived a suicide attempt and their whānau, family and friends. To download for free visit here >

After hearing about the suicide of someone you love or someone close to you, the first days can seem like a blur. There is a lot of information to take in, difficult decisions to make and hard things to deal with.  You may also have many questions – not all of them will be possible to answer, so we offer practical information and a guide for you at this difficult time. After a suicide - information for family and friends is a website with information and resources for family, whānau, and friends.

 

INFORMATION BOOKLET

If you'd like to read more about all of Anxiety NZ's services you can download a free 40 page Information Booklet in PDF format which can be viewed on screen or printed. Much of what is found on this website is also available in this booklet however the booklet contains some additional information. Click on the image below to download.

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INFORMATION LEAFLET

We also provide a leaflet with a brief outline of all the services we provide, what to expect and how to get the most out of treatment. Click on the image below to download.

GET HELP TO NAVIGATE A ROCKY PATCH.

 

YOU'RE NOT ALONE 

0800 269 4389

0800 ANXIETY

 

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ANXIETY HELPLINE FLYER

Printed copies of this flyer are available upon request.

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HELPLINE SURVEY 

 

Anxiety New Zealand Trust offers a 24 hour, 7 day a week free Helpline Service. 

Quarterly Survey: 

We have a Helpline survey option for all callers, where practical, over a two-week period, four times each year beginning January 2021. This involves asking the caller for verbal consent to ask six short demographic questions at the end of the call such as age. Participation is voluntary and will not impact the quality or length of support in the call. The caller can choose to decline to answer any or all of the questions. 

 

The information will be entered into a secure and confidential Helpline Survey response form. Helpline Calls are not audibly recorded. The responses will be de-identified and collated. This means that no individual will be identified in the results and any personal information will be collected, stored, protected and disposed of in agreement with The Privacy Act 2020.

 

The purpose of the Helpline Survey is to better understand the people and families calling our Helpline. We also do this as part of our commitment to improving Maori Health nationwide and for improving equity in diverse communities.  The information collected will help us to better support future callers to the Helpline, and those they support.

 

We would like to share what we learn and welcome all feedback. The broad insights from the survey will help to shape the Helpline Service, be shared with our Board of Governance in Strategic Planning and team, and may be shared on our website and other places for our communities to share in our learning and insights.  

 

If you have any questions about the Helpline Survey you can contact reception@anxiety.org.nz.

 

DISCLAIMER, PRIVACY POLICY AND COPYRIGHT

OWNERSHIP

Anxiety New Zealand Trust (also known as Anxiety NZ or Anxiety NZ Trust or ANZT) is a non-profit charity (CC20141) and Incorporated under the Charitable Trust Act 1957 (341218) providing services to support and improve the mental health of people and communities across Aotearoa.

DISCLAIMER

This agreement sets forth the terms and conditions which apply to the use by you of the Anxiety New Zealand Trust site and any other subscription product or service offered for loan or sale on the interactive online service operated by the Anxiety New Zealand Trust.

 

The information available on or through this website is intended to provide general information to the public, and is not intended to address specific circumstances of any particular individual or entity. All reasonable measures have been taken to ensure the quality and accuracy of the information available on this website please email reception@anxiety.org.nz. 

Those accessing this website are advised:

  1. Anxiety New Zealand Trust makes no warranty, express or implied, nor assumes any legal liability or responsibility for the accuracy, correctness, completeness or use of any information that is available on or through this website.

  2. The information on this website may be changed, deleted, added to, or otherwise amended without notice.

  3. Anxiety New Zealand Trust is not responsible for the content of other websites linked to, or referenced from, this website. Anxiety New Zealand Trust neither endorses the information, content, presentation, or accuracy of such other websites, nor makes any warranty, express or implied, regarding these other websites.

  4. Nothing contained on this website is, or shall be relied on as, a promise or representation by Anxiety New Zealand Trust

  5. The contents of this website should not be construed as legal or professional advice and visitors to this website should take specific advice from qualified professional people before undertaking any action following information received from this website.

  6. Any reference to any specific commercial product, process, or service by trade name, trademark, manufacture, or otherwise does not constitute an endorsement or recommendation by Anxiety New Zealand Trust.

  7. Each page on this website must be read in conjunction with this disclaimer and any other disclaimer that forms part of it.

Those accessing this website who ignore this disclaimer do so at their own risk.

PRIVACY POLICY 

Statement

Everyone at Anxiety NZ plays a part in helping develop and promote a culture in which personal information is protected and respected.

Links

The new Privacy Act 2020 came into force on 1 December 2020, with a revised Health Information Privacy Code (HIPC) 2020 alongside it. You can read more here:

- Independent explanation about the new Privacy Act 2020.

- The Privacy Act 2020

- Information on the Health Information Code 2020 

Scope

The Privacy Policy covers all personal information that we collect, use, disclose or store. This includes belonging to or relating to:

- Anxiety NZ Employees and Volunteers

- People accessing clinical, peer, helpline and other Anxiety NZ Trust services.

- Complainants and other members of the public

Definitions

Personal Information contains values that identifies a specific individual. 

Standards

Collection:

 

We collect personal information from you, including information about your:

  • name

  • contact information

  • location

  • interactions with us

  • billing or purchase information

  • health information

  • NHI number for the purpose of reporting PRIMHD data to the MOH and medication prescriptions.

We collect personal information in order to:

  • provide mental health services, support and education

 

Providing some information is optional. If you choose not to share relevant mental health information that impacts our ability to provide appropriate and quality care, we'll review whether we can safely provide support or if we will to provide decline services in which case we may refer you to another service. 

Storage and Security

We keep your information safe by storing it securely and only allowing certain staff to access it . We keep clinical information for 10 years at which point we securely destroy it by confidential shredding of any hard copy materials, or deletion from our servers. 

Access and Correction

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at reception@anxiety.org.nz, or +649846 9776, or 77 Morningside Drive, St Lukes, Auckland, 1025.

Use and Disclosure

Personal information is only to be used for the purpose(s) for which it was collected, unless there is good reason to use it for other purposes and this is allowed by the Privacy Act 2020. If there is any doubt about the purpose for which personal information was collected or is being used, the Privacy Officer is to be consulted

Personal information about an individual is to be provided only to that individual or to other individuals or organisations they have authorised us to provide their information to, except where required or authorised by law. Where a request for an individual’s information is received, Anxiety NZ's privacy officer can provide advice as to whether this information should be provided.

Before information is used or disclosed, it is to be checked to the extent possible to ensure that it is accurate, complete, up to date and relevant. Limits on disclosure of information apply to disclosure to other people and teams within Anxiety NZ as well as to external organisations. Relevant personal information may be disclosed by staff internally if it is consistent with the purposes for which it was collected. A process for monitoring access to personal information and identifying inappropriate access is being implemented.

Releasing personal information to a third party is permitted provided that the procedures relating to this are accurately followed. We will provide personal information to other people or organisations if we need to do so to deliver our functions, and with consent or where required or authorised by law.

 

We may disclose personal information, with appropriate safeguards in place, to: 

 

- Approved employees of Volunteer Workers of Anxiety New Zealand Trust

- Health care professionals, Community Mental Health Services, vocation education & advisory bodies, or other agencies providing information for the purposes of consideration of conduct and competence

- Our business and service providers (such as IT providers)

- Our professional advisors (such as insurers and auditors)

- Government and regulatory authorities, where required or authorised by law (including the Health & Disability Commissioner, ACC, Police, overseas equivalents of the Medical Council) and with appropriate documented agreements in place.

 

Examples of safeguards for disclosure of information include memoranda of understanding with external organisations, confidentiality agreements, secure means of transfer, and/or assurance over the information handling practices of external organisations. The Privacy Officer should be consulted in all new situations of personal information disclosure.

We are required to take all reasonable steps to ensure third parties protect personal information with the same care and respect we do. The memoranda of understanding in place are part of this process and must be adhered to.

Privacy Breaches and Incidents

A privacy breach refers to unauthorised access to or collection, use or disclosure of personal information. It is ‘unauthorised’ if it is not in compliance with the Privacy Act 2020 and the Health Information Privacy Code (HIPC) 2020.

Under the Privacy Act 2020, there is a privacy breach that is likely to cause anyone serious harm, The Privacy Officer or other nominated person at Anxiety NZ must notify the Privacy Commissioner and any affected people as soon as practically able. The Notify tool may be used to work out of a privacy breach is notifiable or a Breach may be directly notified to the Privacy Commissioner by The Privacy Officer or other nominated person at Anxiety NZ using a Privacy Breach Notification Form. 

All staff must notify their Manager immediately if a privacy incident is suspected or identified. The Privacy Officer must also be notified the same day of the privacy breach.

Anxiety NZ has a ‘no blame’ policy and there will not be any repercussions for a privacy breach as long as the incident was accidental, reasonable care was applied, and Anxiety NZ policies and procedures have been followed. However, disciplinary action may follow if:

 

- There is a deliberate breach of an individual’s privacy.

- Any deliberate disclosure of personal information for purposes other than specified in this policy is considered serious misconduct.

- A privacy breach is covered up or attempted to be hidden.

Not immediately notifying their manager or Privacy Officer is considered serious misconduct.

- Avoiding or circumventing Council policies or systems which results in a privacy or security breach whether intentionally or unintentionally.

- Where a reasonable level of care is not applied when carrying out a function or your role or task assigned to you that involves personal information and a breach occurs.

- Repetitive privacy breaches.

Accountability and Responsibility 

The CEO is responsible for developing and maintain a culture of privacy that reflects Anxiety New Zealand's values.

 

The Privacy Officer (CEO) duties are:

  • be familiar with the privacy principles in the Privacy Act

  • work to make sure the organisation complies with the Privacy Act

  • deal with any complaints from the organisation's clients about possible privacy breaches

  • deal with requests for access to personal information, or correction of personal information

  • act as the organisation's liaison with the Office of the Privacy Commissioner.

They may also:

  • train other staff at the organisation to deal with privacy matters

  • advise their organisation on compliance with privacy requirements

  • advise their organisation on the potential privacy impacts of changes to the organisation's business practices

  • advise their organisation if improving privacy practices might improve the business

  • be familiar with any other legislation governing what the organisation can and cannot do with personal information.

Anxiety NZ managers and leaders are responsible for fostering a culture of respect for personal and health information within Anxiety NZ and their teams. Managers are both individually and collectively accountable for:

 

- Ensuring their teams understand and comply with our privacy policies and procedures

- Actively identifying privacy risks and ensuring all privacy incidents are investigated, reported and resolved in a timely and professional manner.

Anxiety NZ's staff and volunteer workers are expected to consistently demonstrate Anxiety NZ's culture through their behaviour, compliance with our privacy policy and procedures, identification of privacy risks, and by reporting all privacy incidents immediately to their team leader or manager.

Approvals

Document owner - Anxiety New Zealand Trust.

Current version approved by CEO on 7th January 2021.

Next review date 12th January 2021.

The CEO reserves the right to review this policy at any time, which may include in consultation with the Board of Trustees and subject to an approval process.

COPYRIGHT

Anxiety New Zealand Trust gives permission for the information on the website www.anxiety.org.nz to be copied, used and or distributed under the following conditions:

- Anxiety New Zealand Trust (alternative wording Anxiety NZ) is  acknowledged.

- No fee is charged

- It is used for educational purposes

- Internet sites link to www.anxiety.org.nz instead of copying materials

LINKS

Anxiety NZ's website has links to third party websites and resources. Anxiety NZ is not responsible or liable for the availability or accuracy of any such link or resources, or for the content, products, or services on or available from such websites of resources. Links to such website do not imply any indorsement from Anxiety New Zealand Trust. Visitors to Anxiety New Zealand Trust's website assume all risk arising from their use of any link to third party websites or resources. 

COMMENTS

Anxiety NZ welcomes your insights or comments. Please email reception@anxiety.org.nz.

 

Please contact your Health Professional or Healthline 0800 611 116 for personal health advice.

 

If you or someone you know is at risk of harm call the crisis service 0800 900 717 or dial 111 for urgent health advice or in an emergency. 

 

MĀORI HEALTH DEVELOPMENT

Anxiety New Zealand Trust are committed to improving Māori health nationwide. New Zealand Government has accepted a significant need for change and investment into the mental health and addiction system is required as recommended in He Ara Oranga here >.

 

Anxiety NZ acknowledges that current inequities are not acceptable and recognises its ongoing responsibilities to Māori and works to continue to support implementation recommended by He Ara Oranga.

Anxiety NZ acknowledges the principles identified through WAI 2575 (Health Services and Outcomes Inquiry) of: Guarantee of Tino Rangatiratanga, Equity, Active Protection, Options and Partnership

 

Anxiety NZ understands that far broader changes to the health and disability sector are to come, Pūrongo Whakamutunga here >.

Whakamaua: Māori Health Action Plan 2020-2025 sets the government’s direction for Māori health advancement over the next five years. Whakamaua presents new opportunities for the Ministry, the health and disability system, and the wider government to make considerable progress in achieving Māori health equity, visit here >

You can download a copy of our Māori Health Policy And Plan in PDF format here >

He āwhina, he aroha ngā miro tuitui i ngā haehaetanga a te mate.

Love and support knit together the lacerations of anguish.

REPORTS

Professor Tipene-Leach says improving equity of health outcomes in Aotearoa requires first that we acknowledge that racism exists and that current inequities are not acceptable.

“Colonisation and systemic racism has had a significant effect on health outcomes and we need to understand that inequity is deep-seated in our society, it is complex and it can impact on patient engagement in their health care and the choices they make”

Professor David Tipene-Leach

The Medical Council of New Zealand, in partnership with Te Ohu Rata O Aotearoa (Te ORA), has released an independent research report outlining findings on the current state of cultural safety and health equity delivered by doctors in Aotearoa New Zealand here >

SUPPORTING PARENTS AND HEALTHY CHILDREN

 

Motu e va’a e taha. ‘Oku ongo katoa ia ki ke fu’u akau”; When one branch breaks the whole tree feels it. Tongan proverb.

Talking with your children about mental health or addiction issues can help them make sense of changes they see in the family and whānau. Without support, your children will try to make sense of these changes on their own. Talking with them will reduce their confusion.

 

You need to tell them enough to reduce their concerns about your issues and how you are being supported – and they need to know that they aren’t to blame. You might be worried that talking about your issues with your children will burden them. In fact, many parents say that their children are reassured to learn about why things might be ‘different’ and that their parents are taking steps to manage the issues. For advice around this visit here >

Plan for Caring for Children: Being a parent is an important role. This plan helps everyone support the children, family and whānau of people who are parents and who also use mental health or addiction services.

 

If children need care due to a parent’s illness or time in respite/rehab/hospital, it is good to record the wishes of everyone involved ahead of time. The plan is about being prepared and talking through possible processes and issues – the plan may never have to be used.

Parents want the best for their children and these guidelines provide all mental health and addiction services, adult and child services alike, with the mandate to work in a family-focused way to help parents achieve this. These guidelines help to ensure that the wellbeing of children is everyone’s responsibility, not just infant, child and adolescent services. 

Other useful links:

COPMI website.

Information for children and young people, Werry Centre.

Oranga Tamariki Resources

Resilience – the biology of stress and the science of hope.

Royal Australian and New Zealand College of Psychiatrists (RANZCP) Position Statement 2016

Werry Centre videos and resources

 

Downloads:

Supporting parents with mental illness and or addiction and their children –download a government guideline for mental health and addiction services and access links to plans and other resources here >

'EQUALLY WELL' INITIATIVE

Anxiety New Zealand Trust is part of the 'Equally Well' initiative which consists of a group of people and organisations with the common goal of reducing physical health disparities between people who experience mental health and addiction conditions, and people who don’t.

People with mental health and addiction conditions tend to have worse physical health than their counterparts in the general population, and a shorter life expectancy. Diabetes, cardiovascular disease, metabolic syndrome, cancer and oral health issues are more common for this population group.

This initiative is led by Te Pou o te Whakaaro Nui – a national centre of evidence based workforce development for the mental health, addiction and disability sectors in New Zealand. You can find out more on the Te Pou o te Whakaaro Nui website.

 
 

YOUR CODE OF RIGHTS & ACCESSING ADVOCACY

The Code of Health and Disability Services Consumers’ Rights sets out ten rights that you have as a health consumer which must be followed by anyone providing any sort of health or disability service.

 

The Code applies to all health services and disability support services in New Zealand, whether you have paid for them or they are free of charge and include hospitals, doctors, nurses, homeopaths, diagnostic services, special needs assessors etc.

The purpose of the Code is to protect your rights as a health consumer and to help resolve any complaints you may have if you feel those rights have not been protected. The full list of ten rights can be found in detail on the Health & Disability Commissioner website.

Downloads:
HDC Advocacy Brochure >

HDC Code of Rights guide >
HDC Code of Rights in Māori guide >

The Advocacy Service - a free and independent service

The Nationwide Health and Disability Advocacy Service is a free service that operates independently from all health and disability service providers, government agencies and HDC. If you want to know more about your rights when using health or disability services, get questions answered, or make a complaint, we can help. 

Freephone: 0800 555 050 
Email: advocacy@advocacy.org.nz

Website: https://www.advocacy.org.nz/

 
 

COMPLAINTS PROCEDURE

Anxiety New Zealand Trust is committed to providing a quality service and respects your rights as a consumer and individual. While we strive to meet your expectations, we acknowledge that from time to time there may be dissatisfaction with the service provided. We view this as an opportunity to improve our services.

Complaint can be made:

  • Directly from a service user and/or their family/whānau.

  • Through the Health and Disability Commissioners office.

  • Through the Privacy Commissioners office.

  • By a member of parliament.

  • Through Consumer Advocates.

  • By a service provider.

  • By a member of the public.

 

Complaints may be made verbally, or in writing, to any member of staff. You will be advised within 5 working days, in writing, of the contact details of the Privacy Commissioner, The Health and Disability Commissioner, the District Inspector of Mental Health and Advocacy Services, and you can contact any of these services at any time. 

All complaints will be given to the Chief Executive Officer. Should the complaint relate to the Chief Executive Officer then to the Chairman of the Trust Board. The Chief Executive Officer / Chairman will decide how the complaint will be investigated and resolved and inform the complainant of the complaint process.

The complaint may be discussed on the telephone, or an appointment made for this purpose, as required by your needs. The discussion will establish details of the complaint, and the requested remedy.

 

The Chief Executive Officer / Chairman will undertake such investigation as they deem appropriate, within twenty working days of the discussion above, and prepare a written response. The response and any associated report including any proposed action, will be shared with you verbally if requested or in writing, within three weeks. If the complaint is resolved it will be closed and any recommendations implemented by the Trust. 

 

Should the investigation require more time, the investigation time will be extended for up to a further twenty working days to investigate the complaint and you will be informed of the outcome within this time.

Should you not find the response acceptable, you can approach the Anxiety New Zealand Trust for a resolution. You will be contacted within one week for further information and informed within ten working days of an outcome.

 

Should the matter still not be resolved then, by mutual consent, the matter will be settled by binding arbitration, referred to HDC, the Privacy Commissioner or re-investigated by the Trust.

Contact Details for the Privacy Commissioner, The Health and Disability Commissioner, the District Inspector of Mental Health and Advocacy Services:

The Advocacy Service - a free and independent service.

The Nationwide Health and Disability Advocacy Service is a free service that operates independently from all health and disability service providers, government agencies and HDC. If you want to know more about your rights when using health or disability services, get questions answered, or make a complaint, we can help. Freephone: 0800 555 050   Email: advocacy@advocacy.org.nz     https://www.advocacy.org.nz/

Useful links:

HDC Rights - Your rights when using a health or disability service in New Zealand and how to make a complaint.

HDC Rights (Maori) Ōu whāinga tika ina whakamahi koe i tētahi ratonga hauora, ratonga hauā rānei i Aotearoa, ā, me pēhea te whakatakoto whakapae.

HDC Rights in Different Languages.

District Inspector of Mental Health and Advocacy Services.

Information on Making Complaints PDF download

Copyright © 2020 Anxiety New Zealand Trust

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