Our commitment to you.

Doctors on Cashel endeavours to provide quality medical care.

However we realise that as a consumer there may be times when you are dissatisfied with the service received.

If this occurs and you feel your grievance should be heard you may raise you concerns online, in writing or by telephoning the practice.

Complaints can be made via;

  • online submission; or

  • in writing; or

  • by telephone

  • If your concern is about a consultation with your doctor and you feel able to discuss this with them, the best course of action is to arrange a time to discuss this with your doctor. Issues can often be resolved this way.

How to make a complaint.

  • if writing a letter or email

    please address to the complaints officer (marked Private and Confidential), explaining your concerns and be sure to include the following details:

  • Time and date of incident(s).

  • Details of the action, event, process or staff member

  • Names of personnel involved (if possible).

  • Brief description of the incident(s) that occurred.

  • if telephoning,

    request the reception team to make a time to discuss your complaint directly with the Complaints Officer.

  • if submitting complaint online,

    please use form below.

Complaints process & timeframes of addressing your complaint.

  • Your complaint will be received in confidence and investigated thoroughly in a timely and caring manner.

  • Timeframes for responding to your complaint.

  • We will acknowledge receipt of your complaint in writing within 5 working days.

  • We will either respond to your complaint, within 10 working days of the written acknowledgement of receipt of the complaint or notify you in writing if more time is needed to investigate the complaint, giving you an intended time frame of our expected response.

  • If any further time is needed to resolve your complaint, we will notify you in writing.

  • At any time, you may ask for a copy of the practice’s complaints policy.

  • If you feel that your complaint constitutes serious medical misconduct or you are unhappy with the treatment of your complaint you may at any time contact:

  • Nationwide Health & Disability Advocacy Service

    www.advocay.org.nz

    Phone: 0800 555 050

    Email: advocacy@advocacy.org.nz

    or;

  • The Health and Disability Commissioner

    www.hdc.org.nz

    Phone: 0800 11 22 33

    Email: hdc@hdc.org.nz 

Need assistance making your complaint.

  • If you need assistance, advice or support in making your complaint to us, the services below are available to help you, free of charge.

Make a complaint.