Ō mōtika · Your rights
Your rights as a patient.
When you receive care from us, you are protected by the Code of Health and Disability Services Consumers' Rights. Every person using a health or disability service in New Zealand has these ten rights:
- Respect — to be treated with respect, including respect for your culture, values, beliefs and privacy.
- Fair treatment — to be free from discrimination, coercion, harassment and exploitation.
- Dignity and independence — to have services that support your dignity and independence.
- Proper standards — to receive care of an appropriate standard that complies with legal, professional and ethical requirements.
- Communication — to be communicated with openly, honestly and effectively, in a way you can understand, with an interpreter where needed.
- Information — to be fully informed about your condition, your options, and the expected risks, benefits and costs of treatment.
- Your choice — to make an informed choice and give informed consent. You can say no, or change your mind, at any time.
- Support — to have a support person (whānau, friend or caregiver) with you at appointments.
- Rights during teaching and research — all these rights also apply if you're asked to take part in teaching or research.
- Complaints — to make a complaint, and to have it taken seriously and dealt with fairly.
For students under 16, we also work in partnership with parents, caregivers and school staff as appropriate, while respecting each young person's right to be heard and involved in decisions about their care.
Complaints or suggestions
If anything about your care doesn't feel right — or you have an idea for how we could do better — we genuinely want to hear it. Making a complaint will never affect the care you receive.
- Talk to us first. Raise it with your physiotherapist directly, or email physio@hakinakinaservices.nz. We'll acknowledge your complaint promptly and work with you to put things right.
- Independent support. You can contact the free, independent Health & Disability Advocacy Service on 0800 555 050 or at advocacy.org.nz for help at any stage.
- Health and Disability Commissioner. You can also complain directly to the HDC on 0800 11 22 33 or via hdc.org.nz.
- Physiotherapy Board. Concerns about a physiotherapist's conduct or competence can be raised with the Physiotherapy Board of New Zealand at physioboard.org.nz.