Feedback and Complaints
We welcome feedback because it helps us recognise good service and identify where care or communication could improve. You may give a compliment, make a suggestion or raise a concern without it affecting your right to receive care.
Tell us what went well
We value hearing when a staff member, team or service has helped you. Positive feedback can be submitted through the feedback form, by telephone, by email or in person.
Raise a concern
You can:
Speak with a staff member
Ask for a confidential conversation with the practice manager
Telephone 07 384 7576
Submit via the General Enquiry Form (this is received by the practice manager)
Write to Pihanga Health at: PO Box 58, Tūrangi 3353
Please include:
Your name and preferred contact details
What happened
Approximately when it happened
Who was involved, if known
What effect it had
What outcome you would like
You may ask a support person or advocate to help you.
What happens after a complaint?
We will:
Treat your concern respectfully
Acknowledge that it has been received (within 5 working days, unless it has been resolved to your satisfaction during that period)
Explain who will review it
Seek further information when necessary
Keep you informed about progress
Provide an outcome or explanation
Consider what can be learned or improved
Independent support
The nationwide Health and Disability Advocacy Service is free and independent. An advocate can explain your rights and help you communicate or write a complaint.
Telephone: 0800 555 050
You may also complain directly to the Health and Disability Commissioner.