Seeflow

Giving us Feedback: compliments, comments and complaints

Waitematā District Health Board aims to provide an excellent standard of care and service at all times to all our patients and community.

We welcome patients, their family and whānau raising concerns as this provides us with the opportunity to improve the way we deliver healthcare.

If you have a compliment, suggestion, criticism or complaint we’d like to hear about it.

Please note that giving any feedback will in no way affect your current or future care at Waitematā District Health.

Complaining on behalf of someone else

Anyone can provide feedback, such as the patient or the patient’s whanau, friend or advocate. If you are providing feedback on behalf of the patient, we are unable to release their health information to you without their consent unless it is permitted or required by law.

What happens to your complaint?

When we receive a complaint about our services we will:

1. Acknowledge the Complaint

We acknowledge the complaint in writing within one working day of receiving it. This lets you know that your complaint is being looked into. You will be given a contact person and contact details for them. You can contact them if you want to know what is happening to your complaint. Someone may contact you to get more information about your concerns.

2. Investigate

The area manager will investigate your concerns and will aim to let you know our findings within 14 days. If the area manager is unable to complete the investigation within 14 days, you will be told of the reason for the delay and given a new timeframe.

3. Respond

When the area manager has finished the investigation, you will receive a response telling you our findings. We will also tell you of any changes that we have identified from the investigation which will improve how we deliver healthcare.

4. Optional Meeting

A meeting can also be arranged to discuss the issues raised and the investigation findings. Notes will be made at this meeting and a copy will be sent to you.

Contact our Feedback Team

By Post:
Waitematā District Health Board

Private Bag 93-503

Takapuna, Auckland 0740

Email: Feedback@Waitematādhb.govt.nz

Website: www.waitematādhb.govt.nz

Phone: (09) 486 8920 Extn 43153

You can also enter your feedback into the complaints, suggestions and compliments box in the main foyer of North Shore and Waitakere Hospitals.

Where else can you go for help?

If you wish to have help and support (free of charge) with your complaint, you may contact:

Nationwide Health and Disability Advocacy Service

This is an independent confidential service offering advocacy support to people who have a complaint about a health or disability provider.

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Nationwide Health and Disability Advocacy Service

PO Box 305209

Triton Place

Auckland 0757)

Freephone: 0800 55 5050)

Email: advocacy@hdc.org.nz

Website: www.advocacy.hdc.org.nz

Health and Disability Commissioner (HDC)

This is an independent organisation available to any person or group who believes their rights have been breached under the Code of Health and Disability Services Consumers' Rights.

Health and Disability Commissioner

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PO Box 1791

Auckland

Phone: (09) 373 1060

Freephone: 0800 11 22 33)

Email: hdc@hdc.org.nz

Website: www.hdc.org.nz