Feedback and Complaints
We encourage our patients to provide feedback - both positive and negative. We encourage our patients to discuss any issues with their Doctor in the first instance or the Practice Manager, provide feedback through our satisfaction surveys, questionnaires, and feedback box, or provide a written complaint by letter or email or arrange an appointment to discuss verbally. Maori Hill Clinic has developed a Complaints Policy to insure a user friendly system, a staff who listen to patients and their families and treat them with respect, and to improve our services.
Maori Hill Clinic acknowledges the rights of the patient outlined within the Health & Disability Commissioner's Code of Rights. We aim to provide a high quality, professional service for all patients at all times.
How to raise a complaint?
You may ring and ask to speak to the Practice Manager who will explain the process. If he or she is not available, they will ring you back within two working days. If your complaint is concerning the Practice Manager, then please communicate with your normal Doctor at the Clinic and they will manage the complaint instead. You may also write a letter or send an email to the Practice Manager or your Doctor. If you do, please include your full name and address as well as a contact telephone number.
What happens to your complaint?
The Practice Manager or Doctor will write you to acknowledge receiving the complaint. The complaint will be resolved as promptly as practicable. If it is able to be resolved within that first phone call or shortly after, then this will be done and the complaint resolved. However, if your complaint requires further investigation, then the Practice Manager will advise how long it is likely to take. The Practice Manager will then gather information from the team members who are relevant to or the subject of your complaint. This will be done objectively and without bias. She may also contact you again to seek clarification.
The management team will then discuss the gathered information and your complaint. The purpose of this discussion is to resolve any immediate issues within your complaint, and to identify any system problems and improvements to internal process highlighted by your complaint.
The Practice Manager or Doctor will then telephone you, or arrange to meet, and discuss how your complaint can be resolved satisfactorily. He or she will also write to you confirming the discussion and what has been, or will be, done.
You may also seek assistance from a Health & Disability Advocate. Information on these is available online at HDC Advocacy. or you can call the Dunedin support number: (03) 479-0265 or 0800 555 050. Information on your rights as a patient is available from the Health & Disability Commissioner – available online at HDC . Beyond the above rights, any consumer has the right to complain if they perceive that they have not been treated fairly as consumers under the Consumer Guarantees Act.
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