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Waitemata District Health Board
October 26, 2021
How To Give Feedback
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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.
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.
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
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.
(Dan – not sure you would sign address and phone number – seems like a lot of information.
PO Box 305209
Freephone: 0800 55 5050)
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
(Dan – not sure you would sign address and phone number – seems like a lot of information
PO Box 1791
Phone: (09) 373 1060
Freephone: 0800 11 22 33)