SOUTHERN DHB HEALTH SERVICES:
Southern DHB welcomes your feedback regarding our health services - whether this is in the form of a compliment or complaint. Your feedback helps us to identify issues and to improve our services, as part of our Quality Improvement Programme.
Compliments are always valued and are often made in the form of a letter or thank-you card. We use your compliments to reinforce good service delivery and as an acknowledgment of the efforts of our staff.
We encourage people to come directly to us, as soon as possible, if they have any concerns or complaints about the care they have received from Southern DHB's services. Complaints may range from minor issues to very serious concerns. All complaints are treated seriously and are handled through the same process. All complaints are made in confidence and are not recorded in a patient’s clinical files. Complaints may be lodged by any person who has a concern regarding the services provided. However complaints made concerning or on behalf of another person require permission from the person involved to release confidential information to the other party.
To learn about consumer patient rights, please visit the Health and Disability Commission website.
|
MAKING A FORMAL COMPLAINT OR COMPLIMENT TO SOUTHERN DHB:
We encourage you to contact us directly, as soon as possible, should you have any concerns about the care or service you have received from Southern DHB.
Please contact the Administration Officer - Quality, Risk & Education Unit
Corporate Office, Southland Hospital
Southern District Health Board
PO Box 828
Invercargill 9801
Telephone: + 64 3 214 5738
Email: feedback@sdhb.govt.nz
Alternatively, you can fill out the brochure "Happy or Unhappy About Our Services Tell Us What You Think". These brochures are located in all hospital wards and in other service reception areas (please ask at the reception area).
HEALTH AND DISABILITY CONSUMER'S ADVOCACY SERVICE:
You can also contact the Health and Disability Consumer’s Advocacy Service. An independent advocate will help and support you to know your rights and the actions you can take when you have a concern about a health or disability service. Telephone +64 3 214 0415. Visit the HDC website.
|
CONCERNS REGARDING A COMMUNITY HEALTH PROVIDER (Non-Southland DHB Service)
If you have a concern regarding the service or quality of care provided to you by a community health organisation (a health provider that is not Southern DHB), eg. a General Practice, a Pharmacy, an Aged Related Residential Care facility, a non-governmental mental health organisation, etc), you can raise your concern or make a formal complaint in the following way:
-
Talk to the health provider directly, as soon as possible. Often a concern can be quickly resolved by talking directly to the health provider or organisation. All health providers have in place a formal complaints process, to meet the legislative requirements of the Health and Disability Commission.
-
If you are not happy with the outcome of this process, or you are not comfortable talking directly to the health provider, you can contact the Health and Disability Consumer Advocate in Southland. This person helps you to understand your rights and the actions you can take to ensure your complaint or concern is heard. Telephone +64 3 214 0415 or 0800 555 050 or email to advocacy@hdc.org.nz
-
You can also make a complaint directly to the Health and Disability Commission through the HDC website, via email hdc@hdc.org.nz or by telephoning 0800 11 22 33.
|
