Complaints

At Goodwood Park Healthcare Group, we value your right to provide feedback or make a complaint.

At Goodwood Park Healthcare Group, we value your right to provide feedback or make a complaint. Our complaint process is fair, transparent, and respectful, ensuring that any issues are addressed timeously and effectively to improve the quality of our services. Here is how you can make a complaint and what to expect from the process:

Making a Complaint

You can make a complaint in several ways:

Verbal Complaints: In-person, via phone 09 412 7373, or through video calls (e.g., Zoom, Skype).
Written Complaints: By email (please use our email contact form) or mail 221 Riverhead Road, Kumeu, Auckland ATT: Quality Team.

Any staff member can receive a complaint, and we will ensure it is processed correctly. Once we receive your complaint, it will be forwarded to a Team Leader and Quality Assurance Manager within one working day.

Complaint Acknowledgment

Complaint Investigation

Resolution and Final Steps

After the investigation, we will invite you to a meeting to discuss the findings.
You will receive a final letter detailing the outcome, including an apology, explanation of what happened, and any actions taken to prevent future issues.
If you are not satisfied with the outcome, you have the right to appeal or escalate the matter to the Health and Disability Commissioner, Privacy Commissioner, or Human Rights Commissioner.

Support Throughout the Process

You can bring support people to any meetings, including advocates, whānau, community leaders, or cultural support. We aim to ensure that you feel heard and supported every step of the way.

We are committed to using complaints as a tool for continuous improvement, helping us provide better services for everyone.

For more information, feel free to ask our staff about the complaint process, or refer to our brochures and videos available at service entry points or upon request.

Your feedback matters, and we are here to listen and help.