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Alexandra (Head Office)
93 Tarbert Street, Alexandra 9320
Queenstown
Unit 1, 70 Glenda Drive, Frankton
Queenstown 9300
General Enquiries:
Free Phone: 0800 485 111
Email: admin@uruuruwhenuahealth.co.nz
For all referrals, please complete the below online form
Please Click Here – REFERRAL FORM
For all complaints, please complete the below form
Please Click Here – COMPLAINTS FORM
COMPLAINT PROCEDURE
Receiving Verbal Consumer Complaints
Responsible Procedure
Person Initially Fielding Complaint Verbal complaints: It is best if the complainant talks directly to the person responsible for managing complaints at UHI. If possible, arrange this (by transferring the caller or making the necessary introduction).
Written Complaints
If you receive a written complaint, forward the details to the Chief Executive (regardless of what aspect of the service the complaint relates to).
Person Receiving Complaint
Complaints Officer will record all the details of the verbal complaint in the Complaints Log
Encourage the person to put their complaint in writing (taking care not to imply that you are not interested in their issue).
Manager
Follow the procedure for managing written complaints or unresolved verbal complaints.
Processing Written (and Unresolved Verbal) Complaints
Responsible – Manager
Procedure
Within five working days, write to the complainant acknowledging that you have received their complaint, and explaining that you will keep them informed of progress.
If you will need to gather information from contracted service providers (or any other provider), include a release form for the complainant to sign.
Send the complaint a copy of information on how to complain, if they do not already have one.
Start a Complaints Log for this complaint.
Collect any further information that you think is necessary.
Complaints Officers
Within ten working days of the acknowledgement, write to the complainant indicating either that:
You will invite them to a hui to discuss the complaint, or that
The complaint is still being investigated (provide an estimate of how much more time will elapse before the investigation is completed).
Take the necessary actions to resolve the complaint. You may need to:
Contact the person(s) who has been complained about, or who is responsible for the service complained about. Send them a copy of the complaint letter.
Discuss the issue with the complainant and the person(s) being complained about in an effort to address the concerns.
Give the person complained about the opportunity to express their view on how the complaint may be resolved.
Timeframe: You should try to resolve the complaint as quickly as possible, and certainly within six weeks. If this is not possible, the Complaints Officer must advise the complainant in writing, and provide an explanation for the delay, and the likely resolution time.
When the complaint has been resolved, advise the complainant in writing of the Complaints Officer decision and its reasons. If you prefer to discuss this with the complainant in hui, follow up with a written summary of the conversation.
Ensure that the letter gives the complainant the opportunity to respond if they are unhappy with the findings and informs them of their right to contact the Health and Disability Commissioner or one of the advocates who may reinvestigate their complaint.
Circulate any relevant information, advice, or reporting to contracted service providers.
File the completed Complaints Log under the name of the person and keep it as a confidential record for further review by the Board only (unless the complainant requires its release).
Email
admin@uruuruwhenuahealth.co.nz
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