Complaints Procedure

Our Commitment to You

At Vital Health NZ, we are committed to providing high-quality healthcare services. We welcome feedback about our services and take all complaints seriously. This procedure outlines how you can make a complaint and what you can expect from our complaints process.

What is a Complaint?

A complaint is any expression of dissatisfaction about our services, including:

• Quality of care received
• Communication with our staff
• Appointment scheduling or availability
• Billing or payment issues
• Privacy or confidentiality concerns
• Any other aspect of our service

How to Make a Complaint

Step 1: Contact Us Directly

We encourage you to first contact us directly so we can try to resolve your concern quickly. You can make a complaint by:

• Email: admin@healthhealth.co.nz
• Online: Using our contact form
• In writing: Vital Health, PO Box 2293, South Dunedin, Dunedin 9012

Step 2: Formal Complaint Process

If your concern is not resolved through direct contact, you can make a formal complaint by sending a written complaint to our Complaints Officer.

What Happens Next?

Initial Response

We will acknowledge your complaint within 2 business days of receiving it. We will provide you with a reference number and an estimated timeframe for our response.

Investigation

We will thoroughly investigate your complaint, which may involve:

• Reviewing your medical records (with your consent)
• Speaking with staff members involved
• Consulting with clinical advisors if necessary
• Reviewing relevant policies and procedures

Response

We will provide you with a written response within 20 business days. If we need more time to investigate, we will let you know and provide an updated timeframe.

What You Can Expect

• Fair treatment: Your complaint will be handled fairly and impartially
• Confidentiality: Your complaint will be treated confidentially
• No discrimination: Making a complaint will not affect your future care
• Clear communication: We will keep you informed throughout the process
• Appropriate action: We will take appropriate action to address your concerns

If You're Not Satisfied

Internal Review

If you are not satisfied with our response, you can request an internal review by our Clinical Director. This review will be conducted by someone not involved in the original complaint.

External Complaints

If you are still not satisfied, you can contact external bodies:

• Health and Disability Commissioner: 0800 11 22 33 or www.hdc.org.nz
• Medical Council of New Zealand: 0800 286 801 or www.mcnz.org.nz
• Privacy Commissioner: 0800 803 909 or www.privacy.org.nz

Your Rights

You have the right to:

• Make a complaint without fear of discrimination
• Have your complaint taken seriously
• Receive a timely response
• Be treated with respect and dignity
• Have your privacy protected
• Access support services if needed

Support Services

If you need support during the complaints process, you can contact:

• Health and Disability Advocacy Service: 0800 555 050
• Citizens Advice Bureau: 0800 367 222
• Community Law Centre: 0800 261 801

Contact Information

Feedback and Suggestions

We also welcome positive feedback and suggestions for improvement. You can share these through the same contact methods listed above.

Effective Date: January 1, 2024
Last Updated: January 1, 2024