Source: PHARMAC
Pharmac’s Consumer and Patient Working Group has supported the successful completion of the first 90-day action plan, a key milestone in the organisation’s 12-month Reset Programme.
The Reset Programme is the first phase of Pharmac’s five-year improvement journey, developed in response to a series of external reviews.
“The reset programme will support Pharmac to be a more outward-focussed and transparent organisation that values and actively engages with consumers and stakeholders. We’re focused on putting patients and their families at the centre of everything we do,” says Pharmac Chief Executive, Natalie McMurtry.
The first 90-day plan, which ran from 1 July to 30 September 2025, began with the appointment of a 10-member Consumer and Patient Working Group, chaired by patient advocate Dr Malcolm Mulholland. In addition, four key actions were completed:
- Pae Ora legislation amendment advice – Feedback from the Consumer and Patient Working Group and the Consumer Advisory Committee on potential changes to the Pae Ora legislation related to Pharmac was incorporated into advice provided to the Associate Minister of Health.
- Build a Consumer Network – A consumer advocate database has been developed and populated with contacts, provided by the Consumer and Patient Working Group, representing a diverse range of health conditions and communities with high health needs. This will support ongoing engagement with consumers and patients.
- Enhance future budget bids – Feedback was sought from the Consumer and Patient Working Group on how patient impact could be better reflected in Pharmac’s data to strengthen future Budget bids. Budget 2025/26 information was proactively released to support informed consumer input and advice.
- Pharmac Review recommendations – Pharmac published an update on its progress in responding to the 2022 Pharmac Review recommendations, providing greater clarity for patients.
One additional action is currently in progress:
- Consumer relations team – Pharmac is expanding its engagement function to include dedicated relationship managers who will build and maintain relationships with key consumer and patient groups.
The Consumer and Patient Working Group has played a key role in supporting the delivery of these actions by providing advice and contributing to implementation. Their work complements the strategic advice provided by Pharmac’s Consumer Advisory Committee.
“We’ve already got some runs on the board in this first quarter, and next we’ll be diving into the processes that matter most to consumers and patients. Pharmac’s work is vitally important, and our focus is on helping the organisation to work as well as it can,” says Dr Mulholland.
“I am really impressed at how strongly the Working Group has started. They’ve been working hard and collaborating with Pharmac to help us improve how we work with patients, their families, and the people who advocate on their behalf. Their work is about focussing us on what matters most for consumers and patients,” says McMurtry.
Work is already underway on the next 90-day action plan, which includes:
- Consultation process – Developing guidelines on when and how to consult with patients regarding funding decisions, brand changes, supply issues, or strategic initiatives.
- Embedding patient voices and lived experiences in clinical meetings – Agreeing on the best approach and developing resources to support this.
- Pharmac’s communications approach – Creating a joined-up communications planning approach with patient groups and agreeing on a framework for patient storytelling.
- Medicine application funding process – Partnering with consumers to identify short-term and long-term improvements to the process.
- Pharmac Vision and Strategy – Continuing work to create a new future-focused and inclusive vision that reflects the needs and aspirations of staff, consumers, and other stakeholders.
