At Rotorua Medical Group, we are committed to providing a safe, respectful and supportive environment for our patients, visitors and staff.
We understand that people may be worried, frustrated or upset when accessing healthcare. We will always do our best to listen, understand your concerns and provide appropriate care. In return, we ask that everyone treats our staff and other patients with respect.
What you can expect from us
We will:
- Treat you with courtesy, dignity and respect
- Listen to your concerns and communicate with you clearly
- Provide care in accordance with appropriate professional and clinical standards
- Respect your privacy and confidentiality
- Provide information to help you understand your care and make informed decisions
- Treat you fairly and without discrimination
Your rights are protected under the Code of Health and Disability Services Consumers’ Rights.
What we ask of our patients and visitors
Be respectful
Please treat our staff, other patients and visitors with courtesy and consideration.
We ask that you use respectful language and behaviour when communicating with us, whether in person, by phone, email or online.
Communicate with us
Please provide accurate information about your health, medications and circumstances so that we can provide safe and appropriate care.
If you do not understand something, please ask. We are happy to explain things or clarify information wherever possible.
Follow our processes
Please:
- Arrive on time for appointments, or let us know as soon as possible if you cannot attend
- Follow reasonable instructions from our staff
- Follow our practice policies and procedures, including those relating to infection prevention, privacy and payment
- Treat our practice, equipment and property with care
Raise concerns appropriately
We welcome feedback and take complaints seriously. If you are unhappy with any aspect of your care or your experience with us, please raise your concerns through our complaints process so that we have an opportunity to address them.
Unacceptable behaviour
We do not tolerate behaviour that threatens the safety, wellbeing or dignity of our staff, patients or visitors.
This includes:
- Verbal, physical or written abuse
- Aggressive, threatening or intimidating behaviour
- Bullying or harassment
- Swearing, offensive or discriminatory language
- Discrimination or threatening comments towards staff or other patients
- Physical violence or threatening physical behaviour
- Damage to or theft of practice property
- Repeated unreasonable or excessive contact with staff
- Refusing to follow reasonable requests made to protect the safety of patients or staff
These expectations apply whether you are communicating with us in person, by telephone, email, text message, social media or any other online platform.
If these expectations are not met
If unacceptable or unsafe behaviour occurs, we may:
- Ask you to stop the behaviour
- End a conversation or interaction
- Ask you to leave the practice
- End an appointment early where it is safe and appropriate to do so
- Change the way or location in which your care is provided
- Provide a verbal or written warning
- Restrict or change access to non-urgent services where necessary
- Involve security or the Police where appropriate
Any action we take will be proportionate to the circumstances and focused on maintaining the safety and wellbeing of our patients, staff and visitors.
Continued unacceptable behaviour
Where unacceptable behaviour continues despite being asked to stop or after a formal warning, we may take further action.
In serious or ongoing cases, this may include reviewing whether we can continue to provide non-emergency services to you or whether your enrolment with Rotorua Medical Group should be ended.
Any decision to end a patient relationship will be made in accordance with our legal and professional obligations, including requirements relating to continuity of care and appropriate notice.
Everyone has the right to feel safe and respected when accessing healthcare. We appreciate your help in ensuring Rotorua Medical Group remains a safe and welcoming environment for everyone.