Comments, Compliments, Complaints

The Code and your rights:  When you use a health or disability service in New Zealand, you have the protection of a Code of Rights.

How to make a comment, compliment or complaint...

Te Kahu Pairuri Hospice Taranaki welcomes your feedback as an opportunity to improve our services.  Our staff and volunteers are constantly striving to provide the best quality care for our patients and their families, however should you have any concerns we welcome your feedback.

Our complaints procedure is as follows:

  • Complaints can be made verbally or in writing and should be directed to the Complaints Administrator, PO Box 5122, New Plymouth 4343.
  • Complaints will be acknowledged in writing and an investigation will be undertaken which includes a discussion with the Complainant.
  • The complaint may be identified as an opportunity for quality improvement for the service. If this is the case, the quality improvement will be implemented.
  • Any staff involved are interviewed and steps taken to identify all contributing factors and appropriate action to be taken to remedy the cause.
  • The identity of the complainant and details of the complaint will be kept confidential as far as practicable in the circumstances.
  • Formal documentation of complaint and resolution are filed confidentially, with those involved being advised of the outcome.
  • The outcome of the complaint will be advised to the Complainant in writing.
  • If you are not happy with the outcome you will be referred to the Health and Disability Commissioner's office.
  • An anonymous report outlining the nature of the complaint, investigation and outcome is provided to the Board of Trustees by the Chief Executive.

The Health and Disability Commissioner's office offers a free advocacy service to assist complainants with their complaint. The Advocacy Service can be contacted by phoning 0800 11 22 33.