At Goodwood Park Healthcare Group, we value your right to provide feedback or make a complaint.
At Goodwood Park Healthcare Group, we value your right to provide feedback or make a complaint. Our complaint process is fair, transparent, and respectful, ensuring that any issues are addressed timeously and effectively to improve the quality of our services. Here is how you can make a complaint and what to expect from the process:
You can make a complaint in several ways:
- Verbal Complaints: In-person, via phone 09 412 7373, or through video calls (e.g., Zoom, Skype).
- Written Complaints: By email (please use our email contact form) or mail 221 Riverhead Road, Kumeu, Auckland ATT: Quality Team.
Any staff member can receive a complaint, and we will ensure it is processed correctly. Once we receive your complaint, it will be forwarded to a Team Leader and Quality Assurance Manager within one working day.
- Within 5 working days, we will contact you to acknowledge your complaint.
- You will be informed about the complaints process and your right to involve an independent advocate if desired.
- A face-to-face meeting can be arranged to discuss the complaint in detail, with cultural considerations made for Māori and other communities.
If your complaint is not resolved during the initial meeting:
- An investigator will be appointed (someone who has no conflict of interest).
- The investigation will consider all facts, conduct interviews, and involve specialists or cultural advisors if needed.
- We will keep you updated every 10 days if the investigation takes longer than expected.
- After the investigation, we will invite you to a meeting to discuss the findings.
- You will receive a final letter detailing the outcome, including an apology, explanation of what happened, and any actions taken to prevent future issues.
- If you are not satisfied with the outcome, you have the right to appeal or escalate the matter to the Health and Disability Commissioner, Privacy Commissioner, or Human Rights Commissioner.
You can bring support people to any meetings, including advocates, whānau, community leaders, or cultural support. We aim to ensure that you feel heard and supported every step of the way.
We are committed to using complaints as a tool for continuous improvement, helping us provide better services for everyone.
For more information, feel free to ask our staff about the complaint process, or refer to our brochures and videos available at service entry points or upon request.
Your feedback matters, and we are here to listen and help.
