NEED TO SEE A DOCTOR? TO BOOK AN APPOINTMENT CALL 03 442 0144
NEED TO SEE A DOCTOR? TO BOOK AN APPOINTMENT CALL 03 442 0144
Everyone who uses a health or disability service in Aotearoa New Zealand is protected by the Code of Health and Disability Services Consumers’ Rights and the Health Information Privacy Code. These rights ensure that your care is safe, respectful, and centred on your needs.
The Health and Disability Commissioner provide information about your rights in many languages. Click here to learn more on the HDC website: Your rights in different languages – Health & Disability Commissioner
Right 1: The right to be treated with respect / Mana
You are entitled to care that recognises your mana, your cultural identity, and your inherent worth as a person.
Right 2: The right to freedom from discrimination, coercion, harassment, and exploitation / Manaakitanga
You must be able to access care without unfair treatment or pressure of any kind.
Right 3: The right to dignity and independence / Tū rangatira Motuhake
Your autonomy and personal dignity should be upheld throughout your care.
Right 4: The right to services of an appropriate standard / Whakawhitiwhitinga whakairo
You have the right to competent, safe, and timely care that meets professional and ethical standards.
Right 5: The right to effective communication / Whakawhitiwhitinga whakairo
You should receive information in a way that you can understand, with support to communicate as needed.
Right 6: The right to be fully informed / Whakamōhio
You are entitled to clear, honest information about your condition, options, risks, and the people involved in your care.
Right 7: The right to make an informed choice and give informed consent / Whakaritenga mōu ake
You decide what happens to your body. Your choices must be respected, and you may change your mind at any time.
Right 8: The right to support / Tautoko
You may bring a support person with you, unless this would compromise safety.
Right 9: Rights in respect of teaching or research / Ako me te rangahau
You have the right to know when teaching or research is involved and to decline participation.
Right 10: The right to complain / Amuamu
You can raise concerns or make a complaint, and expect a fair, timely, and respectful process.
Click here for a copy of the Code of Health and Disability Services Consumers’ Rights.
Click here for the Health Information Privacy Code.
Click here to view Your Rights in different languages.
At Arrowtown Medical & Health, we value respectful relationships and open communication. Feedback and complaints help us reflect on how we care for our community and support ongoing improvement in the services we provide. Our aim is to listen carefully, work with you to reach a fair and positive outcome, and, where appropriate, make changes so the situation does not happen again.
If you are concerned about any aspect of your care or how you were treated, we encourage you to raise this directly with the person involved where possible, as many concerns can be resolved quickly through discussion. If you are not comfortable doing this, or if your concern is not resolved, you are welcome to contact our Practice Manager, who is the designated Complaints Officer for Arrowtown Medical & Health.
The Complaints Officer will take time to understand your concern, consider what actions may be needed, and work with you to resolve the issue. All complaints are managed respectfully and in confidence, with information shared only with those who need to be involved in resolving the matter. We respond openly and in a timely manner, keeping you informed throughout the process. Making a complaint will not affect your ongoing care.
Complaints can be made in person, by phone, email, or in writing.
You can contact the Practice Manager by:
Phone: 03 442 0144
Email: admin@arrowmedhlth.nz
Post: Practice Manager, PO Box 100, Arrowtown, 9352
If you would prefer independent support, you may also contact the Nationwide Health and Disability Advocacy Service. Advocates are free and confidential and can help by listening to your concerns, explaining your rights, and supporting you through the options available. Nationwide Health & Disability Advocacy Service
Free phone: 0800 555 050
Free fax: 0800 2787 7678
Email: advocacy@advocacy.org.nz
Web: https://www.advocacy.org.nz/
You also have the right to contact the Health and Disability Commissioner for information about your rights or to make a complaint: www.hdc.org.nz
Arrowtown Medical & Health is committed to providing equitable access to care and clear communication for all patients.
To support patients who experience language or communication barriers, we use Connecting Now, a telephone and video interpreting service that is free for patients enrolled with our practice. This service allows us to arrange professional interpreters to support appointments with our doctors and nurses.
If you would like an interpreter for your visit, please contact our reception team ahead of your appointment so we can organise this for you. Information about interpreter services is also available in the patient waiting area at the clinic.
If you have any questions or would like to discuss your needs, our reception team will be happy to help.