If you wish to make a complaint about a service you have received at the practice, please complete the form below and the Practice Manager will be in contact to discuss the matter further.
WE TAKE ALL COMPLAINTS SERIOUSLY
All complaints are serious, and as such the practice aims to resolve them fairly, quickly, and efficiently. Any concern that cannot be resolved easily and informally is treated as a complaint.
Burwood Health is required to have a procedure in place for handling complaints from patient or their representatives.
OUR COMPLAINTS POLICY
Burwood Health has in place a Complaints Policy which allows a patient, family/whānau, visitors or any other person to raise an issue with the practice, by way of a complaint.
The staff of Burwood Health are aware that any person has the right to complain about a health service under Right 10 of The Code of Health and Disability Services 1996 (The Code).
The Health and Disability Commission’s Code of Rights establishes a legal requirement for every medical practice to have a complaints policy in place. The Code of Rights sets out timeframes to be met as well as information that should be made available to the complainant as part of the complaints process.
HOW CAN I MAKE A COMPLAINT?
A complaint can be made to the practice in several different ways including:
- In person with the Complaints Officer or a team member of the practice
- In writing – please address the letter to:
Burwood Health
Attn: Complaints Officer
345 Mairehau Road
Parklands
Christchurch 8083
- Via the practice website https://www.burwoodhealth.co.nz/complaints/
- Email: tahlia@burwoodhealth.co.nz
Subject: Complaint – Burwood Health (or similar)
WHEN WILL I BE CONTACTED ABOUT MY COMPLAINT?
Burwood Health responds to all complaints in an open and transparent manner, ensuring that the patient is fully informed throughout all of the complaint process.
An acknowledgement of a complaint will be done within 5 working days.
All complaints will be investigated thoroughly and in a timely and caring manner.
A response regarding the complaint will be sent within 10 working days of receiving the complaint, or if further time is required for investigation, you will be informed of this outcome.
If more than 10 days are required to investigate a complaint then you will be advised of a time frame.
OUR COMPLAINTS OFFICER
The practice’s Complaints Officer is our Business Manager. They will be the person who will contact you in regards to your correspondence.
WHAT CAN I DO IF I AM NOT HAPPY WITH THE OUTCOME?
If you feel that the practice has not addressed your complaint in an appropriate manner, or that we have exceeded the required time frames and have not been in contact, you can refer your complaint to one of the following services:
- Nationwide Health & Disability Advocacy Service
Email: advocacy@advocacy.org.nz
Freephone: 0800 555 050
Website: https://advocacy.org.nz
- Health and Disability Commissioner
Email: hdc@hdc.org.nz
Post: PO Box 1791, Auckland 1140
Freephone: 0800 11 22 33
