A suggestions box is available at reception in most centres, if you would like to make a comment or suggestion in relation to the service we provide. Or just tell us! We welcome your feedback, and you are welcome to use our online feedback form. Our group process and suggested procedures for making complaints are below.

Making a complaint

If you are unhappy with service at a medical centre in our group there are several ways you can let us know, including making a formal complaint:

In person at the medical centre

• Approach any staff member at your medical centre, and let them know that you would like to make a complaint. They may refer you to a senior staff member at the centre.
• You can discuss your complaint directly with this person and they will write it down for you, or if you prefer, you can send a complaint in writing addressed to the general manager of the medical centre.
• All verbal and written complaints will be acknowledged in writing within five working days of being received, unless the complaint has been resolved to your satisfaction within that time.
• We will tell you about our investigation process and the outcome of our investigation, which we will try to do as quickly and fairly as possible.
• If your complaint has not been resolved within ten working days, an interim report will be sent to you and a follow up report will be sent monthly after that until the complaint is resolved to your satisfaction.

Call 0800 THE DRS

If you would prefer to discuss your complaint with someone other than the staff at your centre, you can contact our support office by phoning 0800 THE DRS (0800 843 377), Monday to Friday 8.30 am - 5 pm. We will refer your complaint back to the medical centre.

Health and Disability Consumers Advocacy Service

Another option is to contact an advocate from the Health and Disability Consumers Advocacy Service. This is free to you. You can get in touch with an advocate by clicking on the link and going to their website, or phoning the number below for the area you live in:

• Upper North Island: 0800 555 050
• Central and Lower North Island: 0800 423 638
• South Island: 0800 377 766

Health and Disability Commissioner

You can also make a complaint direct to the Health & Disability Commissioner at the address below (note that if you have not communicated directly with the medical centre first, HDC are likely to request you do so before taking your issue any further):

The Health and Disability Commissioner
PO Box 179, Auckland
Phone 0800 11 22 33
Fax 09 373 3557
www.hdc.org.nz

Support person

At any meetings you have with centre staff about your complaint you are welcome to have a support person of your choice with you.

Appeals process

If you are unhappy with the outcome of your complaints investigation, you may wish to ask the Health and Disability Commissioner to review your complaint. If you do, we will co-operate fully with the Commissioner and provide them with our records relating to the complaint and our internal investigation.