Complaints procedure
While our team always strive to deliver their services to the highest standard, it’s important that we know if you are not satisfied so that we can continuously improve our service. It is helpful if complaints are received as soon as possible after the event. Your complaint will not affect your treatment.
Why complain?
Feedback provides a crucial opportunity for us to carefully evaluate our practices and strive for enhancement in our services. We are committed to taking complaints seriously and dedicated to addressing them promptly and equitably.
Our goal when investigating complaints is to reach a mutually satisfactory conclusion and, if necessary, take action to ensure the situation does not arise again.
How do I complain?
If you have a concern, complaint or a grievance there is a process to give you a voice. If you are unhappy about how you were treated:
In the first instance, we suggest you discuss your concerns directly with the person who provided the service to you by talking or writing to them. Many complaints can be successfully resolved this way.
If you are still not satisfied or you do not feel able to raise the issue with the person directly, you may write a letter or speak to our Complaints Officer. This person is the Clinical Head, and is the person responsible for overseeing satisfactory resolution of complaints at Fresh Minds. You can email complaints@freshminds.co.nz at any time with information about your complaint, including who it involves and what happened.
Where else can I complain to?
You may also complain to:
The Health and Disability Commissioner
PO Box 1791
Auckland
Phone: 0800 11 22 33
For matters where you feel privacy has been breached:
The Privacy Commissioner
PO Box 466
Auckland 1010
Phone: 0800 803 909
Advocacy
If you want support to do this, there is a free advocacy service to help you.
Phone the Office of the Health and Disability Commissioner, 0800 11 22 33
or
The Health and Disability Advocacy Service
PO Box 1307
Christchurch
Phone: 0800 555 050
Everyone using a health or disability service has the protection of the Code of Health and Disability Services Consumers' Rights.