We are committed to providing quality healthcare and positive patient experiences, and what you think about your care is important to us.

We want to know what we are doing well and where we can improve. Patients, family/whānau and visitors can send us suggestions, compliments or complaints using a feedback form (located beside blue Customer Response boxes found in some hospitals and community services) or using the Canterbury DHB website Patients and Visitors Feedback Form.

We may also invite you to participate in the National Patient Experience Survey. This anonymous survey is electronic: Canterbury DHB Health Experience will send you an email or text message with a link to complete the survey.  

The survey invitation is sent from ‘Health Experience’ and shows in your email inbox as “Feedback on your recent experience as a patient in our hospital”.

For text messages the invite shows as “Inpatients/Outpatients: Please give us feedback on your recent hospital visit:  http://myexperience.health.nz/?s={########]”.

Please let staff know your email address if you want to participate.

If you would like to make a formal complaint, please contact one of our customer service managers.

Being in hospital can be a worrying time and there are people you can talk to. If you or your whānau/family have any questions or concerns, please ask staff for assistance. Concerns can normally be sorted by talking with the nurse in charge. If you or your relatives have a personal, domestic, financial problem or issues relating to your hospital stay or discharge, a social worker may be available to assist.

You also have the right to make a complaint about any aspect of services provided (see below).

You can discuss your care and treatment by contacting:

The person in charge of the ward or service

The customer services manager

Ashburton, Akaroa, Darfield, Ellesmere, Kaikōura, Oxford, Tūārangi & Waikari Hospitals: 03 307 8450

Burwood Hospital: 03 383 6836

Canterbury Health Laboratories: 03 364 0388

Christchurch Hospital: 03 364 0843

Christchurch Women’s Hospital: 03 364 4556

Mental Health Services: 03 339 1160

Older Persons Health Service: 03 339 1160

Canterbury DHB via our website

Feedback Form

Patient Advocacy Service

The Nationwide Health and Disability Advocacy Service can assist you.

This service is independent of Canterbury DHB. It is a free service and provides:

• Information on Health and Disability Consumer Rights
• Assistance to answer questions and resolve difficulties
• Help you make a complaint

Phone: 0800 2787 7678

Christchurch Advocacy Office
Phone: 03 377 7501

Health and Disability Commissioner’s Office

You may also go directly to the Health & Disability Commissioner’s Office with your concerns.

Phone: 0800 11 22 33 or 09 373 1060

Complaints

Complaints provide us with an opportunity to review and improve our service.

We will acknowledge your complaint within five working days of receiving it.

We endeavour to investigate your complaint within 20 working days from the date of acknowledgement. We will tell you if this will take longer and the reasons this is necessary.

Where extensive investigations are required, you will be kept informed in writing monthly or at agreed intervals until the matter is resolved.

If you want independent support to help you during the complaint process, you may wish to use the free advocacy services available.