What can I do if I am unhappy with the care I receive at my Primary Care Practice?

What can I do if I am unhappy with the care I receive at my Primary Care Practice?

Everyone has the right to safe, respectful, and quality health care. If you’re unhappy with the care you received at your primary care practice, there are simple steps you can take.

Step 1. Identify Your Concern 

• Think about what happened and why it bothered you.
• Write it down, including dates, times, and who was involved.
• Talking it through with a friend, whānau, or advocate can help you feel clearer.

Step 2. Decide What Would Help 

• Ask yourself: “What would make this better for me?”
• This could be:
  • An explanation
  • An apology
  • A change in how things are done

Step 3. Get Support 

• You don’t need to do this alone.
• The Nationwide Health and Disability Advocacy Service is:
  • Free
  • Confidential
  • Independent
• Advocates can help you write your concerns, speak with your provider, or complain to HDC.
• Phone: 0800 555 050

Step 4. Talk Directly to Your Provider (GP practice) 

Often problems can be sorted quickly if you raise them directly.

• Write a letter or email: explain what happened and what outcome you’d like.
• Call or ask for a meeting: stay calm, clear, and respectful. Bring a support person if this feel right for you.

An advocate can help you identify who to talk to, write a letter or request a meeting.

Step 5. Make a Complaint to the Health and Disability Commissioner (HDC) 

If direct contact doesn’t fix things, or you’d prefer not to talk to your provider, you can complain to HDC.

How to Complain

Anyone can complain - whether you received the care yourself, or on behalf of someone else.

Make a complaint to HDC - Make a complaint to HDC — Health & Disability Commissioner 

What Happens After You Complain to HDC

1. Assessment 

• HC's Complaints Assessment Team reviews your complaint. 

2. Possible Outcomes

• Ask the provider to resolve the issue (sometimes with an advocate)
• Refer your complaint to another agency (e.g., Privacy Commissioner)
• Close the complaint if the care appears reasonable (sometimes with advice for improvements)
• Start a formal investigation in serious or complex cases

3. Timeframes

• Some complaints are resolved in days; others may take months or over a year
• You'll get updates at least every three months

4. What HDC Can't Do 

• Award you money 
• Strike a doctor or nurse off
• Change your medical notes
• Give you a second opinion
• Arrange a medical appointment

5. Why It Matters 

• Even if nothing formal happens, your complaint helps improve health services for everyone

Remember

You have the right to speak up about your care.
Support is free, and your voice can help make health services better for everyone.

HDC Code of Health and Disability Services Consumers’ Rights

The Code of Health and Disability Services Consumers' Rights (the Code) establishes the rights of consumers, and the obligations and duties of providers to comply with the Code. It is a regulation under the Health and Disability Commissioner Act. The Code is set out in full below.

Code of Health and Disability Services Consumers' Rights — Health & Disability Commissioner