Complaints
Under Right 10 of the Code of Rights everybody has the right to complain without affecting any care or treatment being received. MidCentral District Health Board (MDHB) welcomes complaints and see these as an opportunity to look at its systems and procedures with a view to improving them and subseqently provide a better service to its customers.
Palmerston North Hospital Doctor placing a protective mask over mouth and nose
MDHB has an 'open door' policy and the Customer Relations Coordinator is available during office hours to discuss any issues with patients and staff.
All complaints need to come through the Customer Relations Coordinator so that they can be logged and sent to the appropriate manager to respond to.
To make a complaint, please contact our Customer Relations Coordinator.
Complaints Process
Complaints must be acknowledged within five working days of being received. The complainant should receive a response within 15 working days.
However, sometimes this deadline cannot be met because staff are on leave or on night shift. If this is the case you will be sent a letter within 15 days explaining the reason for the delay and indicating when you can expect to receive a reply.
If you are unhappy with the outcome of their complaint they can contact their local Health and Disability Consumer Advocacy Service.
Upper North Island: 0800 555 050
Mid and Lower North Island: 0800 423 638
South Island: 0800 377 766.
Health & Disability Commissioner
Patients can also contact the Health and Disability Commission.
The Health and Disability Commission is an independent agency set up to:
- promote and protect the rights of consumers who use health and disability services;
- help resolve problems between consumers and providers of health and disability services; and
- improve the quality of health care and disability services.
The Code of Health and Disability Services Consumers' Rights applies to all health and disability services in New Zealand.
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Last Updated 26/04/2010