At Phoenix Healthcare Group it is our intention to provide you with the best possible service. We welcome your feedback, whether it is a complaint, a compliment or suggestion. Your feedback helps us to improve our service for everyone.
Your quality of care will not be affected if you raise a concern or make a complain. We value your input and are committed to maintain the highest standard of care regardless of any feedback received.
Once you have made us aware of your concerns, we will acknowledge your complaint within 5 working days.
We will aim to respond to your complaint within 20 working days from the date of acknowledgement, but the investigation may take longer if the issues are complex or staff are on leave. You will be informed of this will take longer and the reasons this is necessary.
You will be kept informed at monthly or agreed intervals until the response is finalised.
If you need assistance, advice or support in making your complaint to us, the services below are available to help you. These services are available free of charge.
Nationwide Health & Disability Advocacy Service Free phone 0800 555 050 9 am to 6pm Monday to Friday advocacy@advocacy.org.nz
Nationwide Health & Disability Advocacy Service PO Box 1307, Christchurch 03 377 7501 www.advocacy.org.nz
