Complaints Policy

Complaint Process

Durham Health endeavours to provide quality medical care.  However, we realise that as a consumer there may be times when you are dissatisfied with the service received.  If this occurs and you feel your grievance should be heard you may address your complaint (marked Private and Confidential) in writing or verbally to: 

The Complaints Officer 
Durham Health 
15 Durham Street 
RANGIORA 7400

Please include the following details:
  • Time and date of incident(s)
  • Details of the action, efent, process or staff member
  • Names of personnel involved (if possible)
  • Brief description of the incident(s) that occurred

Your complaint will be received in confidence and investigated thoroughly in a timely and caring manner.  If not resolved within ten working days your complaint will be acknowledged in writing and you will be informed on the actions taken as part of the investigation.  At any time you may ask for a copy of the practice's Complaints Policy.

If you feel that your complaint constitues serious medical misconduct or you are unhappy with the treatment of your complaint you may at any time contact:

 

Nationwide Health & Disability Advocacy Service

Phone:  0800 555 050

Email: advocacy@advocacy.org.nz 

Website: www.advocacy.org.nz

 

Health & Disability Cmmissioner

Phone:  0800  11  22  22

Email: hdc@hdc.org.nz

Website: www.hdc.org.nz

Post: P O Box 1791, Auckland 1140