Compliment, complaint, or suggestion, it does not matter which it is – we value your comments.
We welcome input from whai ora and others who have had an association with our services. We believe that all feedback, whether it is a compliment, a complaint, or a suggestion, presents us with an opportunity to learn and to improve our service to you.
We will periodically undertake formal feedback processes with whai ora upon completion of the IOP programme, throughout the Continuing Care programme, and upon discharge from our service.
Feedback form options
If you would like a paper form, please advise our reception. You are welcome to:
- post to: The Clinic Director, Hanmer Clinic Tauranga, PO Box 9614, Greerton, Tauranga,
- hand to a staff member,
- place in the Whai ora Feedback box in the whānau room.
If you would like to email feedback responses please send to director@hanmerclinic.co.nz.
If you would like to provide feedback verbally to a staff member, please discuss options for this with your clinician, a peer support member, or our receptionist/administrator.
Complaints policy and timeline
We have a fair, transparent, and equitable system in place to easily receive and escalate complaints in a manner that leads to quality improvement. Filing a complaint will not limit your access to care.
We will acknowledge your complaint in writing within 5 working days of receipt, unless it has been resolved to your satisfaction within that period; and within 10 working days after that we will inform you if the Clinic accepts that the complaint is justified; or does not accept that the complaint is justified; or decides that more time is needed to investigate the complaint. If that additional time is more than 20 working days, we must inform you of that determination and of the reasons for it.
As soon as practicable after this we must inform you of the reasons for the decision; and any actions we propose to take; and appeal procedures.
If you would like to read a copy of our Complaints Policy, please advise a staff member.
For further details on your rights under the Code of Health and Disability Services Consumers’ Rights 1996, please go to www.hdc.org.nz or contact the Health and Disability Commissioner on 0800 11 22 33 or hdc@hdc.org.nz.