Published on 21 Aug 2025

Protecting Community Health After Chemical Exposure: Dioxin and Toxic Chemical Exposure Programme Management

Projects
3 ANNA 1x1 PORTRAIT 1
Anna Gribble Clinical Guidance Lead Contact me
19 MATT 1x1 PORTRAIT 1
Matt Allen Chief Executive Officer Contact me
24 PHILIPPA 1x1 PORTRAIT 1
Philippa Tinetti Consultant Contact me

Health New Zealand faces a complex challenge: delivering ongoing specialised health services to two distinct groups affected by chemical exposure. Allen + Clarke designed and manages comprehensive support programmes for two groups: Paritutu residents exposed to dioxins from the Ivan Watkin Dow (IWD) factory between 1962 and 1987 and former sawmill workers exposed to pentachlorophenol (PCP) at sawmills during 1950s to 1980s. To date, the programme has supported people to access over 10,000 health checks.

What we have achieved so far:

 

  • Evidence based consultations with 870+ community members has created responsive services addressing real community needs. 

  • Cultural partnership with iwi provider Ngati Awa Social and Health Services delivers appropriate services to 403 Māori customers. 

  • Systematic delivery means we process 99% of applications within target timeframes without compromising quality. 
This project helps give 1,900 New Zealanders greater peace of mind about their health while delivering cost-effective results for Health New Zealand. By combining efficient systems with genuine care for community needs, we created and continue to operate a sustainable model that serves vulnerable populations effectively.

Expert administration required for a complex system

Health New Zealand needs expert administration for nearly 1,900 people requiring ongoing health support due to historical chemical exposure. The client faced multiple challenges in successful delivery of the programme including an outdated paper-based system which needs a digital transition, complex eligibility assessments which require careful management and concerns from healthcare providers over reimbursement rates.

We center our approach on evidence-based service design with comprehensive community consultation. We understand these weren’t just policy problems – they are human stories involving real families worried about their health.

  • Community focused consultation - we run public meetings, focus groups and one-on-one consultations. We set up and operate an anonymous 0800 phone service so people can share their experiences, ask questions and receive advice on their application directly. 

  • Systematic service design - we have created and continue to maintain all the processes and systems needed for service delivery. This included eligibility assessment procedures, database management and coordination protocols with healthcare providers. 

  • Partnership-based Delivery - we maintain trusted relationships with exposed communities while ensuring efficient service delivery. 

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Resources Block
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How we solved key problems

Each service challenge requires targeted solutions that balance efficiency with understanding of community needs.

We provide Health New Zealand detailed population demand analysis and cost modelling data to support fee revision discussions.

We transitioned to a digital system using a phased approach that keeps postal options where needed while encouraging email adoption through multi-pronged customer contact

For customers who miss annual health checks, we developed a comprehensive campaign using email and postal correspondence, with phone follow-up for returned mail.

By combining efficient systems with genuine care for community needs, we created and continue to operate a sustainable model that serves vulnerable populations effectively.

This is demonstrated through the results of the programme:

  • We maintain health support services for 1,758 eligible people and have facilitated over 10,209 health checks to date. 

  • We process applications within an average of 10 days and provide a responsive 0800 phone line to address customer queries. 

  • We have successfully transitioned most healthcare providers to electronic invoicing systems and continue to provide paper invoicing for those unable to transition

  • We have successfully transitioned most healthcare providers to electronic invoicing systems and continue to provide paper invoicing for those unable to transition. 

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Interconnected coloured pathways forming abstract network diagram

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