At Bay Psychology, we are dedicated to providing you with safe, respectful, and high-quality psychological care. We believe that open communication is key to a good therapeutic relationship. We value you’re feedback, whether it’s a suggestion, a compliment, or a concern. This guide explains how you can share your thoughts with us and how we handle any complaints.
We follow the New Zealand Code of Health and Disability Services Consumers’ Rights. This
means you always have the right to:
– Be treated with respect.
– Receive care of an appropriate standard.
– Be given all the information you need.
– Make your own informed choices and give consent.
– Make a complaint and have it taken seriously.
On your first visit, we will give you a pamphlet from the Health and Disability Commissioner (HDC) that explains these rights in more detail.
If you have a concern, we encourage you to raise it. You can do this in a way that feels most comfortable for you:
– Speak with us directly: You can talk to your clinician during or after a session.
– Put it in writing: You can send an email to admin@baypsychology.co.nz
or a letter to our clinic at 27 Jervois Road, Napier, 4112.
– Anonymously: If you prefer, you can send a letter without your contact details.
To help us understand and address your concerns, it’s helpful if you can provide:
– Your name and contact details (unless you wish to be anonymous).
– A description of what happened.
– The date and time, if you know it.
– The names of anyone involved.
– What you would like to see happen as a result.
We promise to handle your concerns promptly and with care.
1. Acknowledgement:
We will let you know we’ve received your complaint within 5 working days.
2. Review:
A senior clinician or our practice manager will look into your concerns. We
may contact you if we need more information.
3. Resolution:
We aim to resolve all complaints within 20 working days. This might
involve talking with our team, meeting with you (if you agree), and making changes to how we do things. If we need more time, we will let you know in writing and keep you updated.
4. Outcome:
We will send you a written response explaining the steps we took, what we found, and any actions we have taken. We will also remind you of your options if you are not satisfied with the outcome.
Your wellbeing is our priority. If you feel our response hasn’t resolved your concerns, you
have the right to contact an independent body:
– Health and Disability Commissioner (HDC): Phone: 0800 11 22 33 Website: www.hdc.org.nz
– Nationwide Health and Disability Advocacy Service: For free, independent support from an advocate. Phone: 0800 555 050
You can also discuss your concerns with your GP or another trusted health professional.