Your Rights Under the Code of Health and Disability Services Consumers' Rights
As a patient of Vital Health NZ, you have specific rights under New Zealand's Code of
Health and Disability Services Consumers' Rights. These rights are designed to ensure
you receive safe, high-quality healthcare services.
Right 1: Respect
You have the right to be treated with respect and dignity, regardless of your age,
gender, race, religion, sexual orientation, or any other personal characteristic.
- To be treated as an individual
- To have your cultural values and beliefs respected
- To be free from discrimination
- To be treated with courtesy and consideration
Right 2: Fair Treatment
You have the right to be free from discrimination, coercion, harassment, and sexual,
financial, or other exploitation.
- To receive services without discrimination
- To be free from harassment or coercion
- To be protected from exploitation
- To have your privacy respected
Right 3: Dignity and Independence
You have the right to have services provided in a way that respects your dignity and
independence.
- To maintain your independence where possible
- To be involved in decisions about your care
- To have your preferences considered
- To receive services that support your dignity
Right 4: Proper Standards
You have the right to have services provided with reasonable care and skill, and in
a manner that complies with legal, professional, ethical, and other relevant standards.
- To receive care from qualified professionals
- To have services provided according to professional standards
- To receive appropriate treatment for your condition
- To have your care regularly reviewed and updated
Right 5: Communication
You have the right to effective communication in a form, language, and manner that
enables you to understand the information provided.
- To receive information in a way you can understand
- To have an interpreter if needed
- To ask questions and receive answers
- To have information explained clearly
Right 6: Information
You have the right to the information that a reasonable consumer, in that consumer's
circumstances, would expect to receive.
- To know what services are available
- To understand the costs involved
- To know about any risks or side effects
- To receive information about your condition and treatment options
Right 7: Informed Consent
You have the right to make an informed choice and give informed consent, except where
the law provides otherwise.
- To be fully informed before making decisions
- To understand the benefits and risks of treatment
- To ask questions about your treatment
- To change your mind about treatment
Right 8: Support
You have the right to have one or more support persons of your choice present, except
where safety may be compromised or another consumer's rights may be unreasonably infringed.
- To have a support person present during consultations
- To choose who supports you
- To have your support person's presence respected
- To receive support in making decisions
Right 9: Teaching and Research
You have the right to be informed of your right to refuse to participate in teaching
or research, and to refuse to participate without affecting the quality of your care.
- To know if teaching or research is involved in your care
- To refuse to participate in teaching or research
- To have your care quality maintained regardless of your decision
- To understand the purpose of any teaching or research
Right 10: Complaints
You have the right to complain about any breach of your rights, and to have your
complaint dealt with appropriately.
- To make a complaint about any aspect of your care
- To have your complaint taken seriously
- To receive a timely response to your complaint
- To access independent complaint processes if needed
Additional Rights for Telehealth Services
As a telehealth patient, you also have specific rights related to remote healthcare:
- To understand the limitations of telehealth consultations
- To know when in-person care may be necessary
- To have your privacy protected during video consultations
- To receive the same quality of care as in-person visits
- To receive information about appropriate care options
Your Responsibilities
Along with your rights, you also have responsibilities as a patient:
- To provide accurate and complete information about your health
- To follow the treatment plan agreed with your healthcare provider
- To attend appointments or notify us if you need to reschedule
- To treat our staff with respect and courtesy
- To pay for services as agreed
How to Exercise Your Rights
If you feel your rights have not been respected, you can:
- Speak directly with your healthcare provider
- Contact our Patient Rights Officer
- Make a formal complaint using our complaints procedure
- Contact the Health and Disability Commissioner
Contact Information
Patient Rights Officer
Email: admin@healthhealth.co.nz
Address: Vital Health, PO Box 2293, South Dunedin, Dunedin 9012
External Support
If you need independent support or advice about your rights:
- Health and Disability Commissioner: 0800 11 22 33
- Health and Disability Advocacy Service: 0800 555 050
- Citizens Advice Bureau: 0800 367 222
Effective Date: January 1, 2024
Last Updated: January 1, 2024