Tell us what you think

Your feedback is very important to us.

If you have received care by Te Whatu Ora - Health New Zealand Waitaha/Canterbury (the former Canterbury DHB) this can also be care provided via telephone/video link, you may be invited to participate in a patient experience survey via email or text message.

Taking part is voluntary and your feedback will be anonymous.

Your feedback is used by our teams to monitor care provided and assist us in identifying what went well and what could be done better.

Being in hospital can be a worrying time and there are people you can talk to. If you or your whānau/family have any questions or concerns, please ask staff for assistance. Concerns can often be addressed by talking with the nurse in charge.

If you or your relatives have a personal, domestic, financial problem or issues relating to your hospital stay or discharge, a social worker may be available to assist.

You also have the right to make a complaint about any aspect of services provided (see below).

You can discuss your care and treatment by contacting:

1) The person in charge of the ward or service

2) The customer services manager

Ashburton, Chatham Islands, Darfield, Ellesmere, Kaikōura, Oxford, Tūārangi & Waikari Hospitals: 03 307 8450

Burwood Hospital: 03 383 6836

Canterbury Health Laboratories: 03 364 0388

Christchurch Hospital: 03 364 0843

Christchurch Women's Hospital: 03 364 4556

Mental Health Services: 03 339 1160

Older Persons Health Service: 03 339 1160

3) Te Whatu Ora Waitaha Canterbury via our website

Feedback Form

4) Patient Advocacy Service

The Nationwide Health and Disability Advocacy Service can assist you.

This service is independent of Te Whatu Ora Waitaha Canterbury. It is a free service and provides:

• Information on Health and Disability Consumer Rights
• Assistance to answer questions and resolve difficulties
• Help you make a complaint

Phone: 0800 555 050

Christchurch Advocacy Office
Phone: 03 377 7501

5) Health and Disability Commissioner's Office

You may also go directly to the Health & Disability Commissioner's Office with your concerns.

Phone: 0800 11 22 33 or 09 373 1060

Complaints

Complaints provide us with an opportunity to review and improve our services.

We will acknowledge your complaint within five working days of receiving it.

We endeavour to investigate your complaint within 20 working days from the date of acknowledgement. We will tell you if this will take longer and the reasons this is necessary.

Where extensive investigations are required, you will be kept informed in writing on a monthly basis, or at agreed intervals until the matter is resolved.

If you want independent support to help you during the complaint process, you may wish to use the free advocacy services available (detailed above).