18 July 2023
Tēnā koe Sarah
Your Official Information Act request, reference: HNZ00024001
Thank you for your email 9 May asking for the fol owing which has been considered under the Official
Information Act 1982 (the Act):
I'd like to request ALL information in regards to the Te Whatu Ora New Zealand complaints policy which is
for Counties Manukau Health. The Te Whatu Ora New Zealand website
https://www.countiesmanukau.health.nz/contact-us/feedback-form/ only gives information on how to
lodge a complaint.
I'm specifically interested in the complaints policy for Counties Manukau Health within the Counties
Manukau region which explains how the life cycle of a complaint, in how a complaint is managed by the
Middlemore Feedback Complaints Team, in conjunction with other departments/services and all
processes/procedures that the Middlemore Feedback Complaints Team are responsible for.
There isn't a downloadable copy available on the Te Whatu Ora New Zealand website.
I'd like to request for ALL information regarding the complaints policy and processes in the navigation and
management of complaints, which is the most recent and relevant policy.
Response:
For context the Counties Manukau District (Te Whatu Ora – Counties Manukau District) employs over 8,500
staff and provides health and support services to people living in the Counties Manukau region (approx.
601,490 people). We see over 118,000 people in our Emergency Department each year, over 490,000
outpatient appointments each year, and over 2,000 visitors come through Middlemore Hospital daily.
Our services are delivered via hospital, outpatient, ambulatory and community-based models of care. We
provide national, regional and supra-regional specialist services i.e. for orthopaedics, plastics, burns and
spinal services. There are also several specialist services provided including tertiary surgical services,
medical services, mental health and addiction services.
In response to your more specific question:
I'd like to request ALL information in regards to the Te Whatu Ora New Zealand complaints policy which
is for Counties Manukau Health.
Attached as requested is the Complaints Resolution and Management and Patient Feedback policy.
I'm specifically interested in the complaints policy for Counties Manukau Health within the Counties
Manukau region which explains how the life cycle of a complaint, in how a complaint is managed by the
Middlemore Feedback Complaints Team, in conjunction with other departments/services and all
processes/procedures that the Middlemore Feedback Complaints Team are responsible for.
As attached including Consumer Related Complaints and Feedback Policy
I'd like to request for ALL information regarding the complaints policy and processes in the navigation
and management of complaints, which is the most recent and relevant policy.
How to get in contact
If you have any questions, you can contact us a
t [Health New Zealand request email].
If you are not happy with this response, you have the right to make a complaint to the Ombudsman.
Information about how to do this is available at
www.ombudsman.parliament.nz or by phoning 0800 802
602.
As this information may be of interest to other members of the public, Te Whatu Ora may proactively
release a copy of this response on our website. Al requester data, including your name and contact details,
will be removed prior to release.
Naaku iti noa, naa
Dr Vanessa Thornton
Interim District Director - Counties Manukau
Te Whatu Ora – Health New Zealand
TeWhatuOra.govt.nz
Te Whatu Ora, PO Box 793,
Wellington 6140, New Zealand
