Enhancing Your Experience with us
At Te Kahu Pairuri Hospice, we highly value your complaint or feedback as it provides invaluable insights into your experience with our services, whether you are a patient, whānau and family member, or friend.
Your unique perspective plays a pivotal role in helping us continually improve and tailor our support and care to better serve you and your whānau.
As a healthcare provider, we adhere to the Code of Health and Disability Services Consumers’ Rights, commonly known as the Code of Rights. If you’ve misplaced the brochure provided upon admission, you can find details at this link.
How to Provide Feedback
Your feedback is essential in helping us understand what we are doing well and areas where we can improve. There are several ways to share your thoughts:
- Complete the survey when it arrives.
- Fill out the feedback form here on our website.
- Complete the paper form provided in the initial visit pack.
- Email: consumerfeedback@hospicetaranaki.org.nz.
- Contact Glenda Butturini by phone: 027 231 3539.
Complaint Process
If you wish to make a complaint, you have three approaches:
- Verbally Over The Phone: Complaints can be made verbally to the Complaints Administrator by phoning: Hospice Taranaki 06 753 7830.
- Via The Post: directed to…Complaints Administrator, 5 David Street, Westown. New Plymouth 4310
- Using Email: consumerfeedback@hospicetaranaki.org.nz
- Hospice will let you know in writing that your complaint has been received, within 5 working days of receipt. This will be followed up with a discussion with the complainant.
- Any staff involved are interviewed. Steps will be taken to find out what may have contributed to the issue/problem and action taken to remedy the cause. The complainant will receive this information in writing.
- The Complainant will be advised in writing
of the outcome of the complaint within 10 working days. If there is a delay the complainant will be notified in 20 working days and monthly thereafter until resolved. - The identity of the complainant and details of the complaint will be kept confidential.
- Formal documentation of the complaint and
resolution are filed confidentially. Those involved will be advised of the outcome. - An anonymous report outlining the nature of
the complaint, investigation and outcome is
provided to the Board of Trustees by the CEO
with improvement of services being the aim. - If you are not happy with the outcome
you can contact the Health and Disability
Commissioner’s office (details below). The
Health and Disability Commissioner’s office
offers a free Advocacy Service to assist complainants with their complaint.
Advocacy Service
Health and Disablity Commissioner’s Office can be contacted: 0800 11 22 33
OR
Alternatively the local Health and Disability Advocacy Services contact: 0800 555 050
Are you being supported by society?
Have you considered sharing your experiences and how you have been treated since you started receiving palliative care?
You’re still very much living, but everything has changed. The way you see the world, and the way you’re treated in it. Your energy and your priorities are changing.
With your feedback, we can help every part of our society have a better understanding of this phase of life – from your bank to your church, your grocery store to your gym. It might be great, or it could be changed a little or changed a lot.
Your reviews help to design a New Zealand where you are supported to focus on what matters: the life we have left.