Complaints
Patient Feedback & Complaints
At Whangamatā Medical Centre, we are committed to providing high-quality care. If you have concerns, complaints, or suggestions, we encourage you to share them with us. Please read our Complaints procedure notice here
How to Make a Complaint
- Emailing us at deb@wmcentre.co.nz.
- Filling out our Complaint Form – available at reception or download here.
- Speaking to a staff member during your visit
What to Include in Your Complaint
To help us understand and respond to your concern, please include:
- Your name, contact details, and relationship to the patient (if you’re complaining on someone’s behalf*).
- A clear description of what happened, including:
- Where and when the event occurred.
- Who was involved and whether there were any witnesses.
- What you would like to see happen as a result of your complaint.
- Any steps you’ve already taken to resolve the issue (e.g. seeking a second opinion).
If someone is representing you (e.g. solicitor or advocate), please include their contact details.
What Happens Next
Once we receive your complaint:
- We’ll acknowledge it within 5 working days.
- We’ll review and investigate the issue.
- We aim to respond within 10 working days, or let you know if more time is needed.
Your Rights and Support
- You can make a complaint on behalf of someone else, with their consent*.
- You may also appoint a representative (e.g. solicitor or advocate) to act on your behalf.
- We treat all complaints with confidentiality, respect, and fairness.
- If you need help completing the form or making a complaint, our team is here to assist you.
* Please note: While you may submit a complaint on behalf of another person, we may not be able to discuss private medical information with you unless we have the patient’s explicit consent. If you are acting under an Authority to Divulge or hold an Enduring Power of Attorney (EPOA) for health and welfare, please ensure that documentation is provided to support this. This is to protect their privacy in accordance with the Privacy Act. For more information, you can visit the Office of the Privacy Commissioner or the Ministry of Health’s privacy page