Your experience

We are committed to providing quality healthcare and positive patient experiences, and what you think about your care is important to us. We want to know what we are doing well and where we can improve. Patients, family/whānau and visitors can send us suggestions, compliments or complaints using a feedback form (located beside blue Customer Response boxes found in some hospitals and community services) or using the WCDHB website Patients and Visitors Feedback Form.

You may also be invited to participate in the National Patient Experience Survey. This anonymous survey is electronic: you receive an email or text message with a link to complete the survey. Please let staff know your email address if you would like to participate.

Complaints

It is OK to complain.

If you are unhappy with the treatment you get, you can contact:

• A senior person or customer services manager at the health service you have used.
• West Coast DHB via the online feedback form.
• The Nationwide Health and Disability Advocacy Service.
• The Health and Disability Commissioner’s office.

We will acknowledge your complaint within five working days of receiving it. We aim to investigate your complaint within 20 working days from the date of acknowledgement. You will be informed if this will take longer and why this is necessary. Where extensive investigations are required, you will be kept informed in writing at monthly or at agreed intervals until the matter is resolved. If you require independent support to assist you during the complaint process, you may wish to use the free advocacy services available.