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Feedback: Complaints, compliments and suggestions

C&CDHB welcomes compliments, suggestions and complaints from consumers. Receiving such feedback gives us an opportunity to improve our services as well as passing on compliments to our hard working staff.

If you have a compliment or suggestion please complete the feedback form below and we will send it through to the department mentioned.

If you have a concern or complaint about the care you are receiving we encourage you to speak to the staff that are looking after you. Often such issues can be resolved straight away.

What can you complain about?

A complaint can be made about any service provided by the District Health Board. The DHB also accepts complaints about any of its contracted providers.

Who can make a complaint?

Anyone can make a complaint about the care or service they have received. Complaints can also be made by another person on your behalf e.g relative, friend, parent or consumer advocate. Consent may be required to respond to complaints about someone else. Complaints can also be accepted from General Practitioners and Rest homes.

What do we do about a complaint?

All complaints are treated confidentially and please be assured that making a complaint will not adversely affect the care that you receive. Your complaint will only be discussed with the people directly involved.

Your complaint will be acknowledged within 5 working days. In most cases the complaint will be referred to the Operations Manager of the area to be resolved directly with you.

We aim to respond to all complaints within 30 days. If we are unable to respond in that timeframe we will write to you and let you know the reason and an expected completion timeframe. If your complaint is complex or requires additional investigation we will keep you updated on a monthly basis until it is resolved.

We take all complaints seriously. Accepting and resolving complaints gives us the opportunity to improve the services we provide. Your complaint may help prevent the same issue occurring to someone else in the future.

How to make a formal complaint, compliment or suggestion

You can make a complaint, compliment or suggestion in one of the following ways:

Fill in the form:

Feedback Form

Name*:

Email Address*:

Postal Address*:
(All complaints are responded to in writing so please provide a valid postal address)

Telephone*:

Date of Incident*:

Service/Department*:

Your Feedback*:

* - Denotes a mandatory field

 

Or:

• Verbal complaints can be recorded by any staff member and passed on to the Consumer Experience Facilitator.
• You may phone, fax or email:
  • Phone: Contact the Consumer Experience Facilitator on (04) 806 0724
  • Fax: (04) 3855870
  • Email: complaints@ccdhb.org.nz
• Pick up one of our Tell us what you think of our service brochures – available in all areas of the hospital.
• Write to:
  Consumer Experience Facilitator
  Quality Improvement Unit
  Free post No 61458
  Capital and Coast District Health Board
  Private Bag 7902
  WELLINGTON.

Support through the process

If you need support or help with making a complaint, you can either contact the Nationwide Advocacy Services (ph 0800 555 050) a free independent service who offer advice and support regarding the complaints process. Email: advocacy@hdc.org.nz

OR

You may approach the Health and Disability Commissioner: PO Box 1971 Auckland, (ph 0800 11 22 33), Email: hdc@hdc.org.nz

The Wellington Mental Health Consumers Union Incorporated is contracted by C&C DHB to provide an advocacy service for consumers of Mental Health Services. For more information on their services, please phone (04) 801 7769.

District inspectors (for those under the mental health act) can be contacted on:

• John Edwards: (04) 8024164
• Amanda Courtney: (04) 3853881
• Annette Gray: (04) 4739529.

Unresolved complaints.

If you believe your complaint is unresolved please contact:

The Health and Disability Commissioner:

• PO Box 1971 Auckland, (ph 0800 11 22 33)
• Email: hdc@hdc.org.nz