Concerns and Complaints about Care
If you have a concern or complaint, we encourage you to speak to the manager or fill in a feedback form available at reception. You are welcome to ask the manager for a copy of our Aged Care Complaints Policy at any time.
If your concern hasn’t or can’t be resolved by the manager, then you can contact the “Good Call” service run independently and anonymously by Deloitte for Oceania, and/or you can get in touch with one or more government services. Contact details are listed at the bottom of this page.
The following are steps you can follow if you have a concern or complaint:
• Write down your concerns or talk them through with someone you trust.
• Think about what a satisfactory outcome or result would be, and whether it’s in the best interests of the resident receiving care.
• Contact Oceania promptly to make us aware of your concern, providing as much detail as possible to help us understand the problem.
• Consider using an advocate service if you feel unable to do this on your own.
• Make a time to meet the manager.
• Ask about Oceania’s complaints process and how long it will take to resolve.
• Ask for an explanation of what happened and what will be done to stop it happening again.
• When the meeting is over, ask what will happen next.
• Let the manager know if you’d like a formal apology.
If you hear, see or experience something that doesn’t feel right, including serious misconduct, fraud, health and safety, conflict of interest or integrity breaches, trust your instincts and tell someone. You can contact one or more of the following:
The “Good Call” service run independently and anonymously by Deloitte for Oceania.
0800 403 478
Deloitte Good Call, Freepost 256853,
PO Box 90553, Victoria Street, Auckland 1142
National Health and Disability Advocacy Service
0800 555 050, email@example.com
Local DHB Portfolio Manager
HealthCERT (Ministry of Health)
0800 113 813, firstname.lastname@example.org
Office of the Health and Disability Commissioner
0800 11 22 33, www.hdc.org.nz