Reset programme
The Reset Programme was the first phase of Pharmac’s five-year commitment to become a more outward-focused and transparent organisation.
On this page
What was the Reset Programme
The Reset Programme was a 12-month programme designed to change how Pharmac operates and improve our organisational culture to better meet public and stakeholder expectations.
The programme was guided by these principles:
- Partnership with consumers and staff
- Delivering tangible change to consumers and patients
- High visibility and transparency
- Building enduring foundations for future improvement
Based on recurring themes from stakeholder feedback, the Reset Programme focused on delivering a new strategic vision for Pharmac, enhancing consumer engagement and trust, and creating better processes.
Consumer and Patient Working Group
A Consumer and Patient Working Group (CAPWG) was established to support the Reset Programme. The role of CAPWG was to provide insight, lived experience, and practical advice to ensure that the programme reflected the needs, values, and perspectives of consumers and patients.
Members of the working group were:
- Dr Malcolm Mulholland MNZM (Chair) – Patient Voice Aotearoa
- Libby Burgess MNZM – Breast Cancer Aotearoa Coalition
- Tim Edmonds – Leukaemia & Blood Cancer NZ
- Chris Higgins – Rare Disorders NZ
- Francesca Holloway – Arthritis NZ
- Trent Lash – Heartbeats Charitable Trust
- Gerard Rushton – Meningitis Foundation
- Tracy Tierney – Epilepsy NZ
- Deon York – Haemophilia NZ
- Rachel Smalley MNZM – The Medicine Gap (resigned April 2026)
What the programme achieved
The Reset Programme had three key workstreams: delivering a new strategic vision, enhancing consumer engagement and trust and improving internal processes.
Through the programme Pharmac:
- Improved how it works with patient advocates by creating a dedicated Consumer Relations team
- Made it easier for patients to give feedback on Pharmac proposals by introducing a new consultation tool and creating better consultation processes
- Ensured consumer priorities helped shape a vision and strategy that is outward-focused and relevant to external stakeholders.
- Began a review of its Exceptional Circumstances Framework, including NPPA
- Trialled new approaches to reduce its funding application backlog, including piloting a rapid assessment process for lower risk applications.
What’s happening now
The Timely Assessment Programme (TAP) is the next phase Pharmac’s transformation. It will be delivered over the next four years and will build on the momentum created by the Reset Programme.