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Patient Rights

Hands Up

Your Safety and Rights

We’re committed to respectful, inclusive care that recognises and is committed at working to develop a culturally safe environment that values manaakitanga and embraces diversity. This commitment is part of our core responsible business practices, which include a strong alignment with Te Tiriti o Waitangi, te ao Māori, and ensuring that healthcare is available and accessible to all those who need it.

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Let us know if there’s anything we can do to support your cultural or accessibility needs during your care.

Your Rights

Patient Support

We are committed to ensuring all patients feel safe and supported during their time with us.

  • Patients under the age of 16 must be accompanied by a parent, caregiver, or responsible adult for all consultations and treatments.

  • Patients are welcome and encouraged to bring a support person or family member with them.

  • If a support person is present and the practitioner is unsure whether the patient wants them involved in the discussion, the patient will be asked privately if they prefer to proceed alone or have the support person stay.

  • Patients are offered the option of having a support person present for any interaction involving physical examination, observation, assessment, or treatment.

Effective Communication

Patients and their support people have the right to clear and effective communication.

  • Practitioners have a responsibility to communicate in a way that supports timely, appropriate treatment, while considering disabilities, cultural needs, and human rights.

  • If English is not the patient’s first language, interpretation services will be offered.

  • Where possible, a registered interpreter should be used. In emergencies or where no interpreter is available, patients may nominate a family member—ideally an adult—to assist with translation (as per the NZ Interpretation Act 1999).

Patient Feedback & Support

We want to give patients the best possible healthcare experience, so your feedback – good or bad – is very important to us.

 

We want to hear from you, whether you'd like to give a compliment, raise a concern or make a complaint.

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In New Zealand, when you use a health or disability service you have rights. The rights are called the Code of Health and Disability Services Consumers’ Rights or the Code.

 

These are described in detail here. The Health and Disability Commission Code is also prominently displayed within the Grace Orthopaedic Centre facility.

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If at any time you are unsure or have any concerns about your procedure or care, please contact your specialist.

Formal Complaints

 

If at any point you feel unhappy about the care you or a family member has received, we encourage you to let us know. Your feedback helps us improve and gives us the opportunity to put things right.

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You can share your concerns directly with your specialist. If you do not feel comfortable doing this, or if the issue remains unresolved, you are welcome to contact the General Manager. They will work with you and your specialist to help find a resolution.

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You also have the right to make a formal complaint to the Health and Disability Commissioner (HDC) at any time. The HDC exists to protect your rights under the Code of Health and Disability Services Consumers’ Rights.

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More information about the complaints process is available on the Health and Disability Commissioner website: Making a Complaint – Health and Disability Commissioner.

The Health and Disability Commissioner Advocacy Service

 

If you feel uncomfortable making a complaint direct to your healthcare provider, or would like some support or guidance, an advocate service is available free through the Advocacy - Health and Disability Advocacy Service.

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Independent advocates can help you understand your rights, talk through your options, and support you through the process.

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