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 ©Copyright
 Published: 16/03/2015

Privacy statement
Published: 16/03/2015


Feedback

Have your say...

We aim to provide a high standard of care that meets the needs of our patients, families, carers and other visitors. We hope the standard of care you or your family/whanau received was high.

We also believe there is always room to improve and that’s why we welcome your feedback about your experience - good and bad, so we can learn from it and improve. 

These are some of the ways you can tell us what you think:

 

Write to us

Complaints and Concerns

Compliments

At our best - tihei mauri ora: defining our shared values

Patient and Community Surveys and online discussions

Local Heroes

 

 

Complaints and Concerns

 

We work hard to deliver the highest standard of service and the highest standard of care but sometimes things can go wrong. If this happens, we want to put things right as quickly as possible and learn from the experience to make sure the same thing doesn't happen again. That is why we encourage you to tell us about your experience. 

 

The Code of Health and Disability Services Consumers' Rights states that consumers have the right to complain. 

 

If you have a concern or complaint about the care that you have received it is best to try to sort it out straight away. You can do this by firstly speaking to those providing your care (for example the Charge Nurse on the ward or the clinic nurse if you are an outpatient). They should listen to your concerns and try and put things right, or they can advise you how to report your concerns.

 

If you do not feel comfortable talking to the people providing your care or you aren’t satisfied with their response you should contact Auckland DHB Consumer Liaison Team email feedback@adhb.govt.nz. If you are unable to email, you can write to them at:

 

Consumer Liaison Team
Auckland District Health Board
Private Bag 92024
Auckland
1142

 

How to complain:

Ideally, you should contact us with your concern or complaint as soon as possible, this will make it easier for everyone to remember what happened.

 

When you contact us please give as much information as you can, including your name, your NHI number (if you know it), and your contact details – address, phone number and email. If relevant, also include the dates of your care and location, for example the ward name or clinic name.

 

If you are raising more than one issue, please number each point, this will help make sure we answer all of your concerns.

 

What you can expect from the process:

We will send you a letter or email to acknowledge receipt of your complaint or concern within five working days. We will do our best to give you a full reply as quickly as possible, usually within one month. If we think it will take longer, we will let you know.

 

Your complaint is not kept with your medical notes and does not in any way affect your future care.

 

What to do if you are not happy:

If you are not satisfied with the way in which we dealt with your complaint you can contact the Health and Disability Commissioner on 0800 112233 or complete the online form on the Health and Disability Commissioner’s website.

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Compliments

 

We always like to hear when members of our team have exceeded your expectations.  If you want to compliment a member of the Auckland DHB Team you can do so by emailing the Consumer Liaison Team on feedback@adhb.govt.nz or write to them at:

 

Consumer Liaison Team
Auckland District Health Board
Private Bag 92024
Auckland

 

The staff member(s) you have complimented will receive a copy of your compliment and a letter of thanks from our Quality Manager.

 

You can also nominate one of the team for a local hero award.

 

At our best - tihei mauri ora: defining our shared values

 

 

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