We strive to deliver the best possible services at all times and welcome feedback/suggestions if you feel we could improve on our services or if you have been dissatisfied with the service you have received.

Our practice has a complaints policy and procedure in place that ensures any complaint is dealt with in a fair and prompt manner. We hope it never happens, but if you are unhappy with the service you have received or have concerns please let us know as soon as possible.

There are a number of ways you can lodge a complaint:

  • talk to the staff member you dealt with or if you are not comfortable doing this
  • talk to the Practice Manager
  • use our complaints form which is available from reception
  • in writing to the Practice Manager by sending an email to
  • using the Health & Disability Commissioner Advocacy Service on 0800 555 050
  • or complain to the Health & Disability Commissioner on 0800 112 233

We undertake to acknowledge your complaint and indicate what action will be taken, within 10 working days.

You are welcome to bring a support person to any meeting you have at the Medical Centre.

We must follow strict progress timeframes throughout the complaint process.

You can find out more about the process and timeframes by visiting the Health & Disability website.


Zero tolerance on the abuse of our staff

Due to bad behaviour towards staff by a minority of patients either in person or over the phone we now have in place a policy covering the following:

Non Physical Abuse: The use of inappropriate words or behaviour causing distress and/or constituting harassment. This includes receipt of abusive telephone calls from any source.

Physical Abuse: The intentional application of force against the person of another without lawful justification resulting in physical injury or personal discomfort.

 Anti-Social Behaviour: The following are examples of anti-social behaviour that are not acceptable at or in connection with work:

  • Excessive noise e.g. loud or intrusive conversation or shouting
  • Threatening or abusive language including excess swearing or offensive remarks or gestures
  • Derogatory racial, religious or sexual remarks or behaviour
  • Malicious allegations relating to members of staff
  • Inappropriate behaviour because of alcohol or misuse of illicit drugs, including non­-prescribed medication or drugs
  • Intimidation, threats or threatening behaviour (eg ‘I know where you live’)
  • Harassment or stalking
  • Violence, perceived acts of violence or threats of violence
  • Any explicit or implicit challenge to the safety, well-being or health of any member of staff
  • Brandishing weapons or objects which could be used as weapons

If deemed appropriate these types of behaviour will be reported to the Police.  Ongoing bad behaviour will result in a trespass notice from the clinic with a request to transfer.