Complaints Procedures

At Point Health, we take a great deal of pride in the high levels of professionalism of our staff and in the high level of service that we provide for all of our clients.
We do understand that visits to your health practitioner can be  stressful for you and that we may not always satisfy your expectations for health outcomes or service.
Whilst we are always willing to talk through any concerns or issues that you may have, we also recognize that sometimes there is a need for a formal process to initiate a formal response.
Please understand that we also see that our complaints process is a useful tool in our self-review processes and they can often be a catalyst for change.

If you have a complaint to make, about the services or responses that you received at the Pleasant Point Health Centre, please write to us, detailing all aspects of your complaint, including dates, times and the people involved.

The more details that you can provide, the easier it will be for us to investigate the incident and get to the bottom of why things happened the way they did.

Our Complaints Officer is our Practice Manager, Kerri Sharp.
It is always easier to deal with a complaint while it is fresh, so please submit your complaint as soon as possible after an incident. You can send your complaint in to the Complaints Officer directly by:

  • filling out the form at the bottom of this page, or
  • submit your complaint directly to the Complaints Officer via email here >>>>>
  • write a letter to the “Complaints Officer”. Mark it as “CONFIDENTIAL” and then post it to The Complaints Officer, Point Health, 59-73 Main Road Pleasant Point 7903

The form below goes directly to the complaints officer.

We take all complaints seriously and we will endeavour to respond (in writing) to your complaint within 7 working days from the date of receipt.

Once the complaints officer has received a formal complaint, he will investigate and prepare an initial response. Often, this response is all that is required. If the issue requires further investigation then you will be informed of this.

We undertake to resolve all complaints to the mutual satisfaction of all parties, within an acceptable time frame.

Point Health

Where appropriate, we will take all necessary steps to ensure the situation does not happen again. This may require staff training, resources, or some form of assistance. 

Complaints Assistance.

There is an Advocacy Service available which can offer assistance. It is a free service and the contact number is 0800 555 050.

You can contact the Timaru advocate on 03 687 2291.

A poster of patient rights is on the wall in the waiting room. Brochures for the Advocacy Service are also available in the waiting room.

The Health and Disability Commissioner can be contacted on 0800 11 22 33.
Complaints Form

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