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”.
Outpatient survey: Please place feedback on your last Canterbury DHB clinical visit: http://myexperience.health.nz/?s=[#Token#]
Inpatient survey: Please place feedback on your last Canterbury DHB hospital stay: http://myexperience.health.nz/?s=[#Token#]
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:
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
The Nationwide Health and Disability Advocacy Service can assist you.
This service is independent of Canterbury DHB. It is a free service and provides:
Phone: 0800 2787 7678
Christchurch Advocacy Office
Phone: 03 377 7501
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 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.
Page last updated: 29 January 2019
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