COVID-19: Update 4 October

Level 3: We are offering most services. Booked appointments only. Phone appointments for emergency contraception, pill repeats, condoms, pre-IUD/pre-implant appointments. We may be able to offer bridging contraception until we can see you in the clinic. COVID precautions in place:

  • You will be COVID-screened before your appointment and at the clinic.
  • To help with social distancing, please do not bring a support person unless absolutely necessary. Please do not bring children to the clinic.
  • Please maintain social distancing of two metres when waiting outside the clinic/in the waiting room.
  • Please come to the clinic at the time given. You may be asked to wait outside if there are too many people in the waiting room.
  • Please cancel if you become unwell. You can cancel using the Cancel my Appointment Form

Level 2: We are offering all services in our clinics. Phone services available. COVID precautions in place:

  • You will be COVID-screened before your appointment and on arrival at the clinic. Do not come to the clinic if you are unwell.
  • To help with social distancing, please do not bring a support person unless it is absolutely necessary.
  • Please do not bring children to the clinic.
  • Please wear your mask to your appointment and make sure to scan on arrival.
  • If there is a charge for your appointment, contactless payment is preferred.

 

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Please contact us at resource@familyplanning.org.nz.


Feedback, complaints and compliments

Ngā urupare, ngā amuamu me ngā mihi

Let us know how we’re doing. We welcome your feedback.

Use our Feedback form to make a suggestion, give us a compliment, or make a complaint about any aspect of our services. 

If you think we’ve done something great, let us know so we can keep on doing it.

If you feel we are not providing the quality of service you expect, tell us that too.

Your feedback helps us to deliver a quality service to our clients and to make our service better.

Provide feedback

OUR COMPLAINTS PROCEDURE

If you feel we are not providing the quality of service you expect, or you feel your rights have been breached, we would like to know about it.

We take all feedback seriously because it helps us to improve the services we offer.

Complaints are thoroughly investigated and managed in accordance with our Complaints Procedure.

  • It is OK to complain. Making a complaint will not affect the care you receive now, or in the future.
  • Complaints can be made by a third party (relative, parent or friend) on behalf of someone else. We may require that person’s consent to investigate and respond.
  • Information you share with us will be treated in confidence. We must follow the rules set out in the Privacy Act and the Health Information Privacy Code.
  • You can contact the Health and Disability Advocacy Service for free independent advice and support on 0800 555 050.

WHAT TO EXPECT

When you make a complaint, you can expect to hear from us within five working days.

For all other feedback, we will contact you as appropriate.

We will:

  • treat your complaint seriously
  • thoroughly investigate your complaint
  • try and resolve the issue quickly and fairly
  • keep you informed about what we intend to do and how long it will take (if we cannot resolve it within five working days)
  • work with you to resolve the issue
  • discuss the outcome with you.

HOW TO MAKE A COMPLAINT

The first step in making a complaint is to talk to a staff member. They will take responsibility for managing the issue, or make sure it goes to someone who is able to respond.

If you don’t want to talk to a staff member, you can:

If you are not satisfied with our response to your complaint, you can contact us again to speak directly to the manager of the service concerned, or email quality@familyplanning.org.nz. 

SUPPORT DURING THE PROCESS

At any time, you can have a support person or advocate to help you make a complaint, or work through a complaint. They can come to meetings or discussions about your complaint, and be involved at every stage of the process.

If you are making a complaint on behalf of another person, we may need to discuss the situation with the individual concerned and get their permission to provide you with a response. We will request proof that you are the individual’s representative. This is to protect them from unwarranted disclosure of their health information and to meet our privacy obligations set out in the Privacy Act and the Health Information Privacy Code.

SUPPORT FROM OUTSIDE FAMILY PLANNING

You can make a complaint to the Health and Disability Commissioner at any time.

They have advocates who can help you to make a complaint, and support you through the complaint process. Advocates are independent, and provide a free service to people using health or disability support services.

Family Planning has clinics located throughout New Zealand. Use the clinic finder to find your nearest clinic.

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