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Complaints

At Primary Healthcare Limited our vision is people driving their own wellbeing.

While receiving healthcare services from PHCL, you are entitled to complain if there is something you are not happy with.

The complaint process

1
Make a complaint

You may contact your practice via phone, email, in writing or in person to make a complaint.

The practice will help you to or will fill out a complaint form on your behalf.

2
Acknowledgement
within five working days

The complaint will be submitted to a senior manager to investigate. You will receive acknowledgement of this within five working days.

3
Outcome
within 10 working days of acknowledgement

You will receive a response from the senior manager on the outcome of the complaint investigation within 10 working days of acknowledging your complaint. If more time is needed to investigate, this will be communicated to you, along with the expected timeframe.

4
Appeals and other options

If you are not happy with the outcome of the investigation you are entitled to appeal the decision. At any stage in the process you are also entitled to submit your complaint to any PHCL practice, seek assistance from a health advocate or the Health and Disability Commissioner.

Lay a complaint — PHCL Practices

Avon Medical Centre

8 Romeo Street, Stratford 4332

Phone 06 765 5454
Fax 06 765 7900

Opening hours
MON 8:00am - 5:00pm
TUE 8:30am - 5:00pm
WED 8:30am - 5:00pm
THU 8:30am - 5:00pm
FRI 8:30am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Beerescourt Medical Practice

31 Vercoe Road, Beerescourt, Hamilton 3200

Phone 07 849 7200

Opening hours
MON 8:30am - 5:00pm
TUE 8:30am - 5:00pm
WED 8:30am - 5:00pm
THU 8:30am - 5:00pm
FRI 8:30am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Central Medical Centre

72 Vivian Street, New Plymouth 4310

Phone 06 758 6666

Opening hours
MON 8:00am - 5:00pm
TUE 8:00am - 5:00pm
WED 8:00am - 5:00pm
THU 8:00am - 5:00pm
FRI 8:00am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Hillcrest Medical Centre

153 Cambridge Road, Hillcrest, Hamilton 3216

Phone 07 856 5087
Fax 07 856 4927

Opening hours
MON 8:30am - 5:00pm
TUE 8:30am - 5:00pm
WED 8:30am - 5:00pm
THU 8:30am - 5:00pm
FRI 8:30am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Huntly West Medical Centre

8 Bridge Street, Huntly 3700

Phone 07 828 7818

Opening hours
MON 8:15am - 5:00pm
TUE 8:15am - 5:00pm
WED 8:15am - 5:00pm
THU 8:15am - 5:00pm
FRI 8:15am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Lake Surgery

109 Tongariro Street, Taupō 3330

Phone 07 378 6294

Opening hours
MON 8:00am - 5:30pm
TUE 8:00am - 5:30pm
WED 8:00am - 5:30pm
THU 8:00am - 5:30pm
FRI 8:00am - 5:30pm
SAT Closed
SUN Closed
Holidays Closed
Moa Medical

12 Brown Street, Inglewood 4330

Phone 06 756 7777

Opening hours
MON 8:30am - 5:00pm
TUE 8:30am - 5:00pm
WED 8:30am - 5:00pm
THU 8:30am - 5:00pm
FRI 8:30am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
NorthCare Grandview

107 Grandview Road, Nawton, Hamilton 3200

Phone 07 847 2168

Opening hours
MON 8:00am - 5:00pm
TUE 8:00am - 5:00pm
WED 8:00am - 5:00pm
THU 7:00am - 5:00pm
FRI 8:00am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
NorthCare Pukete Road

10B Pukete Road, St Andrews, Hamilton 3200

Phone 07 850 9900
Fax 07 849 4871

Opening hours
MON 8:00am - 5:00pm
TUE 8:00am - 5:00pm
WED 8:00am - 5:00pm
THU 8:00am - 5:00pm
FRI 8:00am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
NorthCare Thomas Road

107 Thomas Road, Huntington, Hamilton 3210

Phone 07 853 6130
Fax 07 853 6131

Opening hours
MON 8:00am - 5:00pm
TUE 8:00am - 5:00pm
WED 8:00am - 5:00pm
THU 8:00am - 5:00pm
FRI 8:00am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Owhata Medical Centre

556 Te Ngae Road, Owhata, Rotorua 3010

Phone 07 345 9699
Fax 07 345 5185

Opening hours
MON 8:30am - 5:00pm
TUE 8:30am - 5:00pm
WED 8:30am - 5:00pm
THU 8:30am - 5:00pm
FRI 8:30am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Phoenix Urgent Doctors

95 Vivian Street, New Plymouth 4310

Phone 06 759 4295

Opening hours
MON 8:30am - 5:30pm
TUE 8:30am - 5:30pm
WED 8:30am - 5:30pm
THU 8:30am - 5:30pm
FRI 8:30am - 5:30pm
SAT 8:30am - 5:30pm
SUN 9:00am - 2:00pm
Holidays 9:00am - 2:00pm
Tokoroa Medical Centre

Gate 3, Tokoroa Hospital, 35-75 Maraetai Road, Tokoroa 3420

Phone 07 886 8777

Opening hours
MON 8:00am - 5:00pm
TUE 8:00am - 5:00pm
WED 8:00am - 6:00pm
THU 8:00am - 6:00pm
FRI 8:00am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed
Waihi Beach Medical Centre

47 Wilson Road, Waihi Beach 4295

Phone 07 863 5757

Opening hours
MON 8:00am - 5:00pm
TUE 8:00am - 5:00pm
WED 8:00am - 5:00pm
THU 9:00am - 5:00pm
FRI 8:00am - 5:00pm
SAT On call
SUN On call
Holidays On call
Tamahere Medical Centre

61 Devine Road, Tamahere 3283

Phone 07 856 5087
Fax 07 856 4927

Opening hours
MON 8:30am - 5:00pm
TUE 8:30am - 5:00pm
WED 8:30am - 6:30pm
THU 8:30am - 5:00pm
FRI 8:30am - 5:00pm
SAT Closed
SUN Closed
Holidays Closed

Lay a complaint - other avenues

Nationwide Health and Disability Advocacy Service

Freephone 0800 555 050
advocacy@advocacy.org.nz
advocacy.org.nz/contact-an-advocate-now

New Plymouth
06 759 2111

Hamilton
07 834 3960

Rotorua
07 349 0182

Health and Disability Commissioner

National Freephone 0800 11 22 33
hdc@hdc.org.nz
hdc.org.nz