Wellington, New Zealand – For the first time anywhere in the world, people in the final stages of life have been asked to rate and review how they are treated by the everyday systems we all rely on – from banks and supermarkets to hospitals, airlines, and government departments.
In a global first, Hospice New Zealand has launched Dying Reviews – a platform modelled on the way we rate restaurants or hotels but designed for the most profound and final human experience: dying.
More than a number: dignity over bureaucracy
The first 500 reviews reveal a simple but confronting truth: compassion matters far more than process. A waived fee, a home visit, or being spoken to with kindness left a deeper impact than any policy or transaction.
But these moments of empathy were the exception. Many reviewers described feeling unseen, excluded by digital-only systems, or forced to fight bureaucracy while seriously ill or grieving.
New Zealand’s first national score – 3.28 stars out of 5 – captures both the possibility and the challenge. The inconsistency was striking: the same organisations often received both one and five stars, depending on the individual staff member encountered.
A universal question
“This is the first time anywhere in the world that people who are dying have been given the chance to publicly review how they are treated – and the lessons go far beyond New Zealand,” says Wayne Naylor, Chief Executive of Hospice New Zealand.
“Dying is not a niche issue. It touches every society, every family, every system. By listening to the voices of those who are dying, we can design services that meet people with humanity, not bureaucracy.”
One five-star review read: “I was treated with kindness and empathy. They made a very difficult situation feel a little bit easier.” Another shared: “They told my dying husband to come in and sign a form. It was the last time he left the house.”
A rally cry to the world
Naylor says the findings should spark action well beyond New Zealand’s borders:
“Every country must ask itself: if people who are dying were to review us, how would we score? This project is not just about New Zealand – it is a wake-up call to governments, businesses, and communities everywhere. We can no longer treat dying as an afterthought. If we can design for convenience and profit, we can design for dignity. And the time to start is now.”
Why this matters globally
Every year, millions of people worldwide die following a period of illness, ageing, or gradual decline. During this time, life does not stop – people still shop, work, bank, travel, and deal with public services.
Dying Reviews reframes dying as a social experience, not only a medical one. It is a call to governments, businesses, and communities everywhere: design systems that meet people with dignity in life’s final chapter.
“This project asks a question that every society must face,” Naylor adds. “How do we treat people at the end of their lives? And what does that say about us?”
Global recognition
Professor Ira Byock, palliative care physician, author of ‘Dying Well, The Four Things That Matter Most’, and ‘The Best Care Possible’ says: “Dying Reviews is the most ambitious effort I know of to listen and learn from dying people and their families. It is unique across the globe.”
Kathryn Mannix, renowned palliative care consultant, psychotherapist and author of bestselling book ‘With The End In Mind,’ says: “This is an evidence base that calls out for change, that shows us what works and lays out starkly the cruel failings of what does not. Dying Reviews shows us that kindness makes up for some of the systemic difficulties people encounter in navigating living while dying, but also how starkly it shows systemic non-cognisance of dealing with people who are [dying].”
“What insightful reading this makes. It shows us that kindness makes up for some of the systemic difficulties people encounter in navigating their way around healthcare and government agencies, banks and utilities, legal advisers and the activities previously taken for granted like shopping, eating out or visiting theatre. But how starkly it shows the systemic non-cognisance of dealing with people whose energy is failing, emotions are wrung out, or ability to use screens is compromised. It is perhaps most troubling that systems designed to support sick people: health care, aged care providers, and health insurance providers, score the lowest.”
About Dying Reviews
Dying Reviews is a world-first project launched by Hospice New Zealand, giving voice to people who are dying – or caring for someone who is – about their experiences with everyday systems and services. It spans banks, schools, insurers, employers, healthcare providers, government agencies, and more.
The full report is available at dyingreviews.org
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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.
What an inspiring piece with a long term vision to manage human beings across thier life journy !