Feedback, Complaints, and Zero Tolerance Policy

At Naenae Medical Centre, we are dedicated to providing exceptional services and value your feedback and suggestions. If you believe there’s room for improvement or if you’ve experienced dissatisfaction with our services, we encourage you to let us know.

We have established a comprehensive complaints policy and procedure to ensure that any concerns or complaints are addressed fairly and promptly. While we hope such situations never arise, if you are unhappy with the service received or have any concerns, please inform us as soon as possible.

You can lodge a complaint through these channels:

  • Email your complaint to addressed to the Practice Manager.
  • Seek assistance from the Health & Disability Commissioner Advocacy Service at 0800 555 050.
  • Contact the Health & Disability Commissioner directly at 0800 112 233.

Upon receiving your complaint, we commit to acknowledging it and outlining the actions to be taken within 10 working days. You are also welcome to have a support person accompany you during any meetings at our Medical Centre.

Please note that we strictly enforce a zero-tolerance policy towards the abuse of our staff. This includes:

  • Non-Physical Abuse: Using inappropriate language or behavior causing distress, harassment, or receiving abusive phone calls.
  • Physical Abuse: Intentionally applying force without justification, resulting in injury or discomfort.
  • Anti-Social Behavior: Examples include excessive noise, threatening language, derogatory remarks, malicious allegations, inappropriate behavior due to substances, intimidation, harassment, violence, or any actions challenging the safety of our staff.

Instances of such behavior may be reported to the Police, and repeated offenses may lead to a trespass notice from the clinic with a request to transfer.

For more information about our complaint process and timelines, please visit the Health & Disability website or contact us directly.

Thank you for your cooperation in maintaining a respectful and safe environment for everyone at Naenae Medical Centre.