RMC Complaints, Concerns & Compliments

1 May 2026

At Redcliffs Medical Centre, we are committed to providing safe, respectful, and high-quality care. We welcome feedback from our patients and whānau, including concerns or complaints, as this helps us improve our services.

 

If you are unhappy with any aspect of your care or experience, we encourage you to speak with us as soon as possible. Many concerns can be resolved quickly and informally.

 

You can make a complaint:

• In person

• By phone

• By email

• In writing

 

Our Complaints Officer is Erin, who oversees the complaints process to ensure concerns are managed fairly and confidentially. You can contact her directly via your MyIndici portal, on erin@redcliffsmc.co.nz or by calling 03 3841151.

 

If you would like support when making a complaint, you are welcome to bring a support person or advocate to any discussions or meetings. 

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Your Rights as a Patient

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All patients in New Zealand have rights under the Health and Disability Commissioner Code of Health and Disability Services Consumers’ Rights.

 

These rights include the right to:

• Be treated with respect

• Receive services free from discrimination, coercion, harassment, and exploitation

• Have your dignity and independence respected

• Receive services of an appropriate standard

• Communicate effectively and be fully informed

• Make informed choices and give informed consent

• Have your privacy and confidentiality protected

• Make a complaint about your care in a fair and supportive environment

 

We are committed to upholding these rights and ensuring all patients feel heard, safe, and respected when receiving care at our practice.

You can also view the Code of Health and Disability Services Consumers’ Rights on the Health and Disability Commissioner website.

 

What Happens After You Make a Complaint? - our Complaints Procedure

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1. We will acknowledge your complaint

 

We aim to acknowledge all complaints in writing within 5 working days.

 

This acknowledgement will:

• Confirm we have received your complaint

• Apologise for any distress or inconvenience experienced

• Explain the next steps in the process

• Offer the opportunity to discuss the matter further

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If you would like support when making a complaint, you are welcome to bring a support person or advocate to any discussions or meetings. 

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2. We will investigate your concerns

 

Within 10 working days, we will carefully review a complaint to understand what happened and whether improvements are needed.

 

This may include:

• Reviewing clinical records

• Speaking with staff involved

• Gathering additional information

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3. We will keep you informed

 

Within 10 days, we will look to make a decision:

• whether we accept that the complaint is justified or not, or

• if we need more time to investigate

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If we need more time to investigate, we will then identify whether it is likely we will need more than an additional 20 working days. If we decide that more than an additional 20 working days is needed, we write to you and tell you: 

• That we need more time to investigate

• Our reasons for needing more time

• And that we will update you on progress at least once each month

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4. We will provide an outcome

 

Once the investigation is complete, and as soon as practicable, we will contact you:

• explaining our decision and the next steps

• and arrange a meeting with you, if you would like to discuss the decision.

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At this point, the complaint is treated as resolved unless you decide to take it further.

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Further Support

 

If you are not satisfied with the outcome of your complaint, you may seek independent advice or contact the Health and Disability Commissioner. They have a free Advocacy Service who you can contact via freephone 0800 555050, email on advocacy@advocacy.org.nz, or visit their website, www.advocacy.org.nz.

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You can also locate more information about the HDC Advocacy Service in brochures provided in the waiting room at Redcliffs Medical Centre.