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We are committed to treating complaints seriously and responding promptly and fairly. In investigating the complaint, we aim to achieve a mutually satisfactory conclusion, and where appropriate, take action to ensure that the situation does not arise again.  It is helpful if complaints are received in writing as soon as possible after the event. Please put your comments or concerns in writing to the Complaints Officer. You may also e-mail the Complaints Officer. Please attention your correspondence to: Adam, Complaints Officer.

ADVOCACY

If you would like support to make a complaint there is a free advocacy service to help you. Phone the office of the Health and Disability Commissioner. Everyone using a health or disability service has the protection of the Code of Health and Disability Service Consumers' Rights. A copy of the code is available on request, or to view the code of rights click here.

For more information on advocacy visit: https://advocacy.org.nz/

WHERE ELSE CAN I MAKE A COMPLAINT TO?

The Health & Disability Commissioner
PO Box 1791
Auckland

Phone 0800 112 233

Or visit:

HDC - Guide to making a complaint. 

For matters where you feel privacy has been breached, you can write to:

The Privacy Commissioner

PO Box 466
Auckland 1

Phone 0800 803 909

or visit:

Making a notification to the Privacy Commissioner

What if I need to cancel an appointment?

We understand that life can be hectic sometimes. We ask that you cancel your appointment at least two hours before your appointment time to allow the opportunity for others to take your appointment slot.

What are ‘enrolled’ and ‘casual’ patients?

Enrolled patients are patients who usually attend Broadway Medical Centre and have funding from the Primary Health Organisation (PHO). If you are enrolled you can access the full range of services provided by the PHO, and also get subsidised consultations instead of paying full fees. For eligibility criteria please see here. Non-New Zealand residents may or may not be eligible for publically funded health care depending on work visa status. Casual patients are patients who come to the medical centre from time to time and have a regular doctor elsewhere or do not have any regular doctor. Casual patients may also be our regular patients who are not eligible for enrolment.

Why is there a charge for repeat prescriptions?

Processing a repeat prescription is not just a case of signing a prescription. Doctors must review your notes and ensure that the prescription is still appropriate. They must also make sure that you have had relevant blood tests if needed, do not have any interacting drugs, and that there are no other reasons why you should not take the medication. This is important for your safety and also for medico-legal reasons. All of these things take time and cannot be done by any other member of your healthcare team.

Why does the Doctor run late?

There are a few different reasons why your doctor may run late, other patients before you may have arrived late, taken a bit longer with the doctor, or may have needed urgent attention. We will try to advise you if there is a delay in being seen for any reason. If you have been waiting longer than 30 minutes then let one of the receptionists know.

How will my records be transferred from my previous Doctor?

The enrolment form includes a section authorising your permission for Broadway Medical Centre to obtain health records from your previous practice, whether this is local or in another part of the country. We will manage the transfer process for you, sending off the authorisation and arranging for your file to be confidentially transferred. If your records are overseas you can obtain these and we will hold them at the medical centre with your current file.

Can I bring a chaperone or support person?

All patients have the right to have a chaperone present during examinations/consultations if they wish. You may wish to bring a support person with you.

Phone triage is a system that has been introduced as part of Broadway's journey with being a Health Care Home. 

Broadway offers a phone triage assessment service for patients with acute symptoms who request an urgent or same-day appointment with a Doctor/Nurse.

This service allows patients to talk through their symptoms with a GP/Nurse before any appointments are made. This gives the Doctor/Nurse the opportunity of assessing the best course of action and identify any pre-work that needs to be conducted prior to the patient coming into the practice. For example, if a patient needs a blood test or an x-ray the Doctor/Nurse can arrange this.
If, however, the Doctor/Nurse would like to see a patient face-to-face, an urgent appointment will be made.

Every day we offer GP Triage for patients requesting a same-day appointment. One of our triage  team will call you back and offer one of the below:

1. Give you medical advice- (charge applies)
2. Give you a prescription – (normal prescription fee applies) or
3. Give you an urgent on-the-day appointment – normal consult charges apply for this appointment

GP Triage appointments are usually done in the morning between 9.00 am and 10.00 am, although this may vary. 

It is important that you have your phone with you to ensure you don't miss your call. 

It is best to call us as soon after 8.00 am as possible on the day to book these appointments.

If our triage list is full, or unavailable and you need an urgent-same day appointment the nurse will phone you back to discuss things with you and organise the next course of action, dependent on what is needed, and availability.

Since the COVID-19 pandemic, we have all had to do things a bit different.  We have procedures in place to ensure we keep all of our patients and staff safe and well.

If you phone to make an appointment and you have any respiratory symptoms such as a cough, sore throat, runny nose etc, you will be directed to our Nurse or GP Triage who will determine the best course of action.

We reserve the right to make changes as per our pandemic planning, and/or as directed by the SDHB Medical Officer of Health or MoH.

Every weekday (except public holidays) we have appointments reserved for patients who need to be seen urgently. Patients needing and urgent/same-day appointments will be phoned back by our TRIAGE team, either a GP or Nurse, to determine the best possible care and appropriate appointment.