Know Your Rights

Menodoctor (Dear Medical Ltd) is committed to providing safe, respectful, high-quality care. When you use our services you are protected by the Code of Health and Disability Services Consumers' Rights, and our doctors practise in line with the standards of the Medical Council of New Zealand.

Your rights under the Code

The Code of Health and Disability Services Consumers' Rights gives every person who uses a health or disability service ten rights:

1. Respect — to be treated with respect, including respect for your privacy, culture, values and beliefs.
2. Fair treatment — to be free from discrimination, coercion, harassment and exploitation.
3. Dignity and independence — to have services provided in a way that respects your dignity and independence.
4. Appropriate standards — to services provided with reasonable care and skill, that meet legal, professional and ethical standards.
5. Effective communication — to communication in a form, language and manner you understand, including a competent interpreter where necessary and reasonably practicable.
6. Being fully informed — to the information a reasonable person would expect, including an explanation of your condition, your options, and the expected risks, benefits and costs of each.
7. Informed choice and informed consent — to make your own decisions about your care, and to refuse or withdraw consent.
8. Support — to have a support person with you where practicable.
9. Rights during teaching or research — your rights are protected if you are asked to take part in teaching or research.
10. Complaint — to complain, and to have your complaint taken seriously and dealt with fairly.

You can read the full Code at hdc.org.nz.

Access to your health records

You have the right to ask for a copy of the health information we hold about you, and to ask us to correct it. To make a request, contact us using the details below. See our Privacy Policy for how we handle your information under the Privacy Act 2020 and the Health Information Privacy Code 2020.

How to make a complaint

If something hasn't met your expectations, please tell us — we want the chance to put it right. You can complain in any way that suits you, through our contact form or by calling 07 242 4600.

When you make a complaint to us:

• we will acknowledge it in writing within 5 working days (unless it is resolved sooner to your satisfaction);
• within 10 working days of acknowledging it, we will tell you whether we accept the complaint, or let you know if we need more time to look into it;
• we will keep you updated at least monthly while your complaint is being resolved;
• you are welcome to have a support person involved at any stage.

Independent help and other agencies

You can get free, independent support to raise a concern at any time:

• Nationwide Health & Disability Advocacy Service — free and independent advocates who can help you. Freephone 0800 555 050, email advocacy@advocacy.org.nz, or visit advocacy.org.nz.
• Health and Disability Commissioner (HDC) — if you are not satisfied after raising your concern with us, you can complain to the HDC. Freephone 0800 11 22 33 or visit hdc.org.nz.
• Treatment injury — if you believe you have been harmed by treatment, you can contact ACC on 0800 101 996.
• Privacy concerns — the Office of the Privacy Commissioner on 0800 803 909 or privacy.org.nz.

You will never be treated differently for making a complaint or raising a concern.

Contact us

Menodoctor (Dear Medical Ltd, NZBN 9429050627806)
6/33 Hairini Street, Hairini, Tauranga 3112
Contact us through our contact form  |  Phone: 07 242 4600