ORANGE

Hospital visitors don’t need a Vaccine Pass, but must wear a surgical/medical paper mask. Fabric face coverings are no longer acceptable. See our COVID-19 pages for visiting guidelines, COVID-19 tests current case numbers in regions of Canterbury and care in the community advice. See www.vaccinatecanterburywestcoast.nz for info about vaccinations.

We are at ORANGE according to the NZ COVID-19 Protection Framework

Last updated:
19 April 2022

For visitors to all facilities effective from Tuesday 19 April 2022

With the change to the ORANGE Traffic Light setting, Canterbury DHB is easing its visitor policy in recognition of the fact we have passed the peak of the current Omicron outbreak and case numbers are slowly reducing.

The following visitor restrictions are now in place for all Canterbury DHB hospitals and health facilities:

  • One adult visitor may be accompanied by no more than one child over the age of 12 per patient in the hospital at any given time, except where stated otherwise in the ‘exceptions’ section below.  No children under 12 and those 12 and over must be accompanied by an adult and wear a medical mask.
  • Visitors or support people should not visit our facilities if they are unwell.
  • Surgical/medical masks must be worn at all times at all Canterbury DHB sites and will be provided if people don’t have them.
  • Hand sanitiser stations are visible and must be used.

By adhering to these conditions, you help keep our patients, staff, other visitors and yourself safe. We thank you in advance for your patience and understanding as our staff work hard to protect and care for some of the most vulnerable in our community.

Exceptions to the ‘one visitor’ policy

  • Exceptions can apply in some circumstances (ie more than one visitor) where a trusted whānau member provides assistance, reassurance and other support for therapeutic care or on compassionate grounds – please talk to the ward’s Charge Nurse to discuss this before you come to hospital to visit. For whānau with an essential support role as a Partner in Care – please check with the ward’s Charge Nurse before you come to hospital to visit
  • People attending Christchurch ED or Ashburton AAU can have one support person with them
  • Women in labour and in the birthing suite can have two support people, and women on the Maternity Ward are allowed one support person for the duration of their stay in our facilities at Christchurch Womens Hospital and other maternity units. Only one support person can be with each woman in the maternity ward, and one support person for maternity clinic appointments, no children are allowed to visit.
  • Parents/caregivers can be with their baby in NICU.
  • Parents/caregivers are able to be with their child in hospital (Except Children’s Haematology and Oncology Day patients where only one parent or caregiver is permitted, following a supervised negative RAT result)
  • Children who are inpatients, one other visitor (other than a parent or caregiver) is able to visit in consultation with the nurse in charge.
  • People requiring support when attending an appointment can have one support person. Please let the relevant service know if you need this so they are able to accommodate your request.

Exceptions for people with disabilities

An exception will be made for people with disabilities who are in hospital or have to attend an outpatient appointment – where they need a support person to access health services. For example, a sign language interpreter, support person for someone with a learning disability, or someone to assist with mobility. The support person is in addition to the one permitted visitor.

Face covering exemption cards

The Exemptions Team at the Ministry of Health is now responsible for processing requests for Face Covering Communication Cards.

Updated information about mask wearing, and how to request an exemption card can now be found here. People unable to request an exemption card online can call 0800 28 29 26 and select option 2, or text 8988

Patients and visitors should also read the additional more detailed visiting guidelines for each specific hospital.

More COVID-19 information

Tell us what you think

Telling us about your experience

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.

During Covid-19 (Coronavirus) we will continue to invite you to participate in our patient experience surveys.

Your feedback is very important to us.

If you have received care either as an inpatient or as an outpatient (can be via telephone or video link) you are 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 person in charge of the ward or service

The customer services manager

Ashburton, Chatham IslandsDarfield, 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 555 050

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 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: 3 February 2021

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