Capital & Coast District Health Board (CCDHB) welcomes compliments, suggestions and complaints. Receiving feedback gives us an opportunity to improve our services and to pass on compliments to our hard working staff.
If you have a compliment or suggestion, please complete the feedback form below and we will forward it to the relevant department.
If you have a concern or complaint about your current care, we encourage you to speak to the staff who 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 CCDHB. We also accept complaints about any of our 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, such as a relative, friend, parent or consumer advocate. We may need consent to respond to complaints about someone else.
We can also accept complaints from GPs and rest homes.
What do we do about a complaint?
All complaints are treated confidentially. Please be assured that making a complaint will not adversely affect the care 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 manager of the area to be resolved directly with you.
We aim to respond to all complaints within 20 working days. If we are unable to respond in that timeframe we will advise 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 prevent the same issue affecting someone else in the future.
How to send us a suggestion or compliment or make a formal complaint
Fill in our online form or email us
You can use our online form to:
- send us a suggestion
- compliment us or our staff
- make a formal complaint
Fill in the online form here.
Alternatively you can email us at email@example.com.
Complete our 'Tell us what you think' form
Pick up one of our forms titled Tell us what you think. These are available in all areas of the hospital or by asking a staff member.
Write to us
Consumer Experience Facilitator
Quality Improvement and Patient Safety
Capital & Coast District Health Board
Private Bag 7902
Phone the Consumer Experience Facilitator on (04) 806 0724.
Office hours are 8am to 4:30pm Monday to Friday. Outside of these times you can leave a message and we'll get back to you as soon as we can.
Support through the process
Nationwide Advocacy Services
If you need support or help with making a complaint, you can contact the Nationwide Advocacy Services, a free independent service that offers advice and support related to the complaints process.
Phone: 0800 555 050
Aspire Inc (formerly the Wellington Mental Health Consumers Union Incorporated)
Aspire Inc is contracted by CCDHB to provide an advocacy service for consumers of Mental Health Services.
Visit Aspire's website here, which includes details of how to contact them.
If you believe your complaint is unresolved please contact us again so we can try and help further.
You also have the right to contact the Health and Disability Commissioner:
Health and Disability Commissioner
Postal address: PO Box 1971 Auckland
Phone: 0800 11 22 33