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

Health Information Privacy Statement

I understand the following:

Access to my Health Information

I have the right to access (and have corrected) my health information under Rules 6 and 7 of the Health Information Privacy Code 2020.

Visiting Another GP

If I visit another GP who is not my regular doctor, I will be asked for permission to share information from the visit with my regular doctor or practice.

If I am under fourteen years old or have a High User Health Card, or a Community Services Card, and I visit another GP who is not my regular doctor, he/she can make a claim for a subsidy, and the practice I am enrolled in will be informed of the date of that visit.  The name of the practice I visited and the reason(s) for the visit will not be disclosed unless I consent.

Patient Enrolment Information

The information I have provided on the Practice Enrolment Form will be:

• Held by the practice.
• Used by the Ministry of Health to give me a National Health Index (NHI) number or update any changes.
• Sent to the Primary Health Organisation (PHO) and Ministry of Health to obtain subsidised funding on my behalf.
• Used to determine eligibility to receive publicly funded services.  Information may be compared with other government agencies but only when permitted under the Privacy Act.

Health Information

Members of my health team may:

• Add to my health record during any services provided to me and use that information to provide appropriate care.
• Share relevant health information with other health professionals directly involved in my care.

 Health Information Collection

I understand that my general practice can collect information from other agencies for the purpose of maintaining an up-to- date health record and providing safe and quality primary health care. 

This may include:

• Receipt of laboratory, radiology or other results
• Shared electronic health records, such as HealthOne (used across the South Island), which provides test results, allergies, medications, clinician summaries and hospital information shared by other providers involved in my care.
• Correspondence from after-hours services, hospitals and specialists which can include discharge summaries, specialist letters, lab and imaging results.
• Letters and notifications from referral providers reporting back on health or screening programmes for which I have been referred (for example, Green Prescription, smoking cessation, dietitian).
• Information from Health NZ and WellSouth in regards to updated demographic, NHI or eligibility information.
• Contact from or correspondence from non-health agencies such as Police, legal representatives, Oranga Tamariki, insurance companies, Ministry of Social Development (Work and Income New Zealand) and the Accident Compensation Corporation
• Receipt of correspondence from employers, regarding, for example, fitness to work

Audit

In the case of financial audits, my health information may be reviewed by an Auditor for checking a financial claim made by the Practice, but only according to the terms and conditions of section 22G of the Health Act (or any subsequent applicable Act).  The Auditor may contact me to check that services have been received.  If the audit involves checking on health matters, an appropriately qualified healthcare Practitioner will view the health records.

Health Programmes

Health data relevant to a programme I am enrolled in (e.g., Breast Screening, Immunisation, Diabetes) may be sent to the PHO or the external health agency managing this programme.

Other Uses of Health Information

My health information which will not include my name but may include my National Health Index Identifier (NHI) may be used by health agencies such as Health New Zealand, Ministry of Health, or PHO for the following purposes, as long as it is not used or published in a way that can identify me:

• Health service planning and reporting;
• Monitoring service quality; and
• Payment.

Research

My health information may be used for health research, but only if approved by an Ethics Committee and will not be used or published in a way that can identify me.

 Please note that this practice is contributing to, and accessing healthcare information from HealthOne   

 What is HealthOne?

 HealthOne is a South Island based secure electronic record that allows registered healthcare providers directly involved in your healthcare, to quickly access information such as your test results, allergies, medications, GP summaries and hospital information. HealthOne adheres to the principles of the Privacy Act 2020 as well as the Rules set out in the Health Information Privacy Code 2020.  Access is only possible via an approved highly secure healthcare information network which is regularly audited and tested.  Privacy auditing is used to check that only those directly involved in your care are accessing your information.  To find out more about HealthOne please visit https://healthone.org.nz/.  Please note that you are entitled to restrict the sharing of your healthcare records by contacting 0508 837 872 or emailing HealthOne.privacy@pegasus.health.nz” 

Except as listed above, I understand that details about my health status or the services I have received will remain confidential within the Practice unless I give specific consent for this information to be communicated.