We are always happy to accept feedback that can help us improve our service and want to know if you have concerns about your care, so we have the following guidelines for how to raise a concern or complaint to minimise misunderstandings and facilitate resolution.
Remember and rest assured that we will always have your best interests, health and wellbeing front of mind. We always aim to communicate effectively and respectfully and believe that it is important that this goes both ways.
For clarification, discussion or queries around your medical care, see our medical questions email service under advice between appointments on the FAQ page.
For complaints or other concerns please email us at admin@erhassociates.co.nz (email documentation is required so that we can accurately document the concern and that we have adequately responded)
1. State the issue(s) you have concerns/complaints about
2. State how you would ideally like us to respond/what you would like us to do
Please ensure you have read the registration documentation and FAQs on our website to ensure you are aware of the processes and limits of our service -our response will be in keeping with these rules which are important for us to provide safe and effective care for all of our patients.
Please refrain from making unfounded accusations, personal attacks or using offensive language during the complaint process (all complaints will be kept on file for medicolegal purposes, and it is in your best interest to record your concerns courteously and objectively).
In line with keeping your best interests in the forefront, if we are unable to effectively continue to provide a service because the therapeutic relationship has broken down, we reserve the right to terminate service provision and will in this circumstance write to you and/or your GP with recommendations for other options for your care.
