New Zealanders who are dying, or caring for someone who is, have begun leaving reviews – not just for hospitals or rest homes, but for banks, supermarkets, telcos, and government departments.

In a world-first initiative led by Hospice New Zealand, Dying Reviews has collected reviews from people in the final stages of life and their carers– and the results are in.

New Zealand’s national score: 3.28 out of 5. Our government agencies received the lowest ratings of any sector (2.5), while restaurants and events were the top scorers (4.55).

Dying Reviews invited people who are dying, or who have supported someone who is, to reflect on how they were treated by the everyday systems that surround us – from energy providers and insurance companies, to employers, public services and gyms.

Some of the reviews are confronting. Others are unexpectedly hopeful. All are a powerful reminder that how we treat people during this phase of life matters deeply.

“What this tells us is that while some individuals and organisations are leading with empathy, many systems are still designed for business-as-usual,” says Wayne Naylor, Chief Executive of Hospice New Zealand. “And dying is often anything but that.”

One five-star review read: “I was treated with kindness and empathy. They made a very difficult situation feel a little bit easier.” –

And yet, another read: “They told my dying husband to come in and sign a form. It was the last time he left the house.” –

Many people described feeling unseen, unsupported or forced to fight bureaucracy at a time when they were at their most vulnerable. Others shared moments of human connection that left a lasting impact – a waived fee, a home visit, a compassionate phone call.

Hospice New Zealand hopes this will spark a national conversation – and prompt better design, training and responsiveness from the organisations we all rely on.

“This is about designing better – not just for the dying, but for all of us,” says Naylor. “Because how we treat people in this stage of life says everything about who we are as a society. Dying Reviews gives us a moment to pause and ask: Are we meeting the needs of the dying? Have we forgotten how to die well? And does dying still have a place in our lives – or have we pushed it too far to the margins?”

About Dying Reviews

Dying Reviews is a first-of-its-kind project that gives people who are dying – or caring for someone who is – a voice in how we design systems and services. It is a cross-sector initiative that includes reviews of banks, schools, insurers, healthcare providers, employers, transport, and more.

The goal is to spotlight what is working, surface where systems fall short, and ultimately build a society where compassion is standard, not the exception.

Last year, an estimated 38,000 people died in New Zealand– the vast majority following a period of illness, ageing or gradual decline. This is not a niche issue. It affects all of us.

Hospices in New Zealand play a unique role in this phase of life, supporting people to live with dignity and comfort in their final months, weeks and days. While hospice services are partially government funded, they are made possible in large part through community fundraising and donations.

Notes:

• The research behind Dying Reviews was conducted by Hospice New Zealand and included ~500 reviews submitted by 380 individuals, either living with a terminal diagnosis or supporting someone who was dying. Review Scores by Sector:

Public recognition

New Zealand Banking Association Chief Executive Roger Beaumont says:

“Losing a loved one is one of the most difficult things anyone can go through. And it comes to us all. Preparing for, or grieving, the loss of a loved one is an exceptionally sensitive time for family, friends, and caregivers. Many of our banks now have dedicated teams who can help customers experiencing this kind of difficulty. We can always do better, and the reviews will help us focus on how we can do that.”

BusinessNZ Chief Executive , Katherine Rich says:

I greatly appreciate Hospice New Zealand’s work in establishing the Dying Reviews initiative, which is aimed at helping every part of society gain a better understanding of this final phase of life. Businesses, like all parts of society, have a role to play in extending deep consideration, respect, and empathy towards those who are facing death and those who are cherishing and supporting them. It is my hope that all businesses in New Zealand will respond with flexibility, sensitivity, and compassion to every person facing our shared fundamental human extremity.

Author of Resilient Grieving, and Coping with Grief @ Work, Dr Lucy Hone says :

“The Dying Reviews project gives voice to people who are too often unheard. By learning from their experiences, we can ensure our systems reflect humanity rather than bureaucracy. Building grief literacy into workplaces and services is a crucial step towards creating a society where dying well is possible for everyone.”

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