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 Feedback Form.
Your feedback is very important to us.
If you have received care by Te Whatu Ora - Health New Zealand Waitaha/Canterbury (the former Canterbury DHB) this can also be care provided via telephone/video link, you may be invited to participate in a patient experience survey via email or text message.
Taking part is voluntary and your feedback will be anonymous.
Your feedback is used by our teams to monitor care provided and assist us in identifying what went well and what could be done better.
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 Nationwide Health and Disability Advocacy Service can assist you.
This service is independent of Te Whatu Ora Waitaha Canterbury. It is a free service and provides:
Phone: 0800 555 050
You may also go directly to the Health & Disability Commissioner's Office with your concerns.
Complaints provide us with an opportunity to review and improve our services.
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 (detailed above).
Page last updated: 20 October 2022
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