Your Rights

When you use a health or disability service, your rights are protected by the Code of Health and Disability Services Consumers’ Rights.

Your rights under the code include:

• a right to receive the information you need to make decisions about your health and about any tests, procedures or treatments
• a right to have information provided in a way that you understand
• a right to make an informed choice and give your informed consent before you undergo a test, procedure or treatment
• a right to be treated with respect and dignity, taking into account your cultural needs and values
• a right to have a support person with you, at most times
• a right to services being provided with reasonable care and skill
• a right to complain about a provider, in a way that is appropriate for you.

All these rights also apply if you take part or are asked to take part in teaching or research.

Go to the Health and Disability Commissioner website to find out more. They have information on your rights in many languages.

Chaperone

You are welcome to bring a support person or chaperone to your consultation, or we can provide someone to stay with you during your consultation.  If you need a chaperone, we can organise one for you (usually a member of staff) - please ask in advance of your appointment so we can arrange this for you.  

Disabilities

If you have any disabilities, such as hearing or vision problems, please let reception know and we will be happy to assist you as required.  Wheelchairs are available for use and hire if required.  We have high seating available in our waiting room, and access to all services in our facility are wheelchair friendly.  We have plenty of easy access parking available near our entrance.

Complaints

You have the right to complain, or request a review of the service provided at Fiordland Medical Practice (FMP), in any form appropriate to you. You have the right to privacy for any complaint you make. The following procedures are intended to make a complaint or request for review as easy as possible. The intention of FMP is to resolve any complaints in a manner agreeable to yourself. 

If you feel able to, please discuss your concerns with the staff member concerned. If you have already left the premises please phone 03 249 7007 and ask to speak to the Practice Manager. If the Practice Manager is not available please speak to the Practice Receptionist, or leave a message for the Practice Manager to return your call.

A request for review of the service may be initiated by you in the following ways;

1. Discuss verbally your concerns with the person concerned, or the Practice Manager or the Complaints Officer (Dr Paula King) at FMP. The person you speak to will address your concerns and offer solutions in a timely manner.
2. In writing - You may address these concerns to A) the doctor, nurse or other employee, about whom you are complaining or, B) the FMP Complaints Officer (Dr Paula King), or C) the FMP Practice Manager. We would request you put your complaint form in an envelope for confidentiality and either deliver or post to FMP – Box 294 Te Anau.
3. Email – to office@fiordmed.co.nz – this will be received and read by receptionist before being forwarded to appropriate person.
4. Independently through the Office of the Health and Disability Commissioner 0800 11 22 33 or through an independent advocate 0800 55 50 50
   You should expect a reply to your complaint within 10 working days of our receiving it.  
   
   Dr Paula King
   Complaints Officer
   Fiordland Medical Practice