Feedback, compliments and complaints

What matters to you is important to us.

We welcome your feedback as it helps us improve our services.

If you have an immediate concern about your treatment or care, or the care of a family member, we encourage you to discuss these with a staff member.  Many problems can be resolved quickly by talking things over.

If you have been impressed by the care that you or someone you know has received, please let us know.

Equally, we welcome comments on how we might improve our services.  If you have any comments please let us know.

You have several options for making contact with us if you have any complaints, compliments or feedback about our services or staff at CM Health:

  • ask a staff member for the "Happy or Unhappy with our Services" brochure which is available in all clinical areas.  Complete the form and return it to use using the Freepost.

  • or speak to a staff member or ask for a manager e.g. charge nurse, clinical nurse leader or team leader in the department clinic or ward.

  • phone our complaints and feedback phone line: 09 277 1667.

Or email us:
           

Please note. In order, for your complaint to be processed quickly, we require the following information:
If you are making the complaint on behalf of someone, please give your name, contact details and how are you related to the patient?   
Patient's Name:
Patient's date of birth:
Patient's contact details: Street address, home or work numberWhen is the best time to contact you?
CM Health Ward/Department/Service
Date of visit
Description of what happen?

write to us:

  • Quality Assurance Manager, Counties Manukau Health, Private Bag 93311, Otahuhu 1640, Auckland.

Please note. In order for your complaint to be processed quickly, we require the following information:
If you are making the complaint on behalf of someone, please give your name, contact details and how are you related to the patient?   
Patient's Name:
Patient's date of birth:
Patient's contact details: Street address, home or work number)
When is the best time to contact you?
CM Health Ward/Department/Service   
Date of visit
Description of what happen?     

What we will do

  • Complaints will be acknowledged within 5 working days.

  • We will endeavour to investigate your complaint within 20 working days from the date of acknowledgement.  You will be informed if this takes longer.

  • Complaints are treated confidentially and will not adversely affect the care you receive.

  • Compliments and comments will be passed on to the appropriate manager.

  • Helpful links to assist in making a complaint

If you require independent support to assist you during the complaints process, you may wish to use any of the free services below:

  • Health and Disability Advocacy: Free Phone: 0800 555 050  or Fax: 0800 2787 7678 or email: advocacy@hdc.org.nz

  • Health and Disability Commissioner:  Free Phone: 0800 11 22 33 or website: http://www.hdc.org.nz

  • Auckland District Inspectors: (for those under the Mental Health Act) Directory of District Health Inspectors.

Online Feedback, Compliments & Complaints Form


If you need to contact any of our Services, please go to our A-Z Service Directory.

Please complete this form only if you are providing feedback, compliments or complaints (DHB staff should use the appropriate internal channels).