Patient Rights

Policy

Patients have the protection of The Code of Health and Disability Services Consumers' Rights 1996 (the Code) when using health and disability services in New Zealand. The Code establishes the rights of patients and the obligations and duties of health providers.

All staff understand their duties and obligations under the Code as they relate to:

• privacy
• health teaching and health research
• providing services that take into account the needs, values, and beliefs of different cultural, religious, social, and ethnic groups.

All staff undertake Health and Disability Consumers' Rights training. We keep complete team training records.

We have an obligation to inform patients of their rights and to enable them to exercise their rights. We display information in the waiting room about the Health and Disability Advocacy Service, including resources on advocacy and the Code. The information is in languages used by our patient population and are provided so patients know how to access independent advice and support.

Supporting consumer rights under the Code

As a provider, we are subject to the duties of the Code. All consumers have rights under the Code.

We have policies and procedures in place to support our duties:

1. The right to be treated with respect | Mana

   We treat patients and their health information with respect:

   • Code of Conduct
   • Privacy
   • IT Security
   • Confidentiality
2. The right to fair treatment | Manaakitanga

   We treat patients without discrimination, coercion, harassment, and exploitation:

   • Cultural Safety
   • Diversity
   • Equity
   • Informed Consent
3. The right to dignity and independence | Tū rangatira motuhake

   We respect the dignity and independence of each individual patient:

   • Bias
   • Te Reo Māori and Tikanga
   • Te Tiriti o Waitangi
4. The right to appropriate standards| Tautikanga

   We provide health care services of a high standard:

   • Credentialling
   • Performance Reviews
   • Staff Training
5. The right to effective communication | Whakawhitiwhitinga whakairo

   We communicate with patients in a way that they can understand:

   • Informed Consent
   • Interpreter Services
6. The right to be informed | Whakamōhio

   We ensure patients are fully informed about their health care:

   • Open Disclosure
   • Notifying Patients of Results
7. The right to choice and consent | Whakaritenga mōu ake

   We ensure patients can make an informed choice:

   • Informed Consent
8. The right to support | Tautoko

   We ensure patients have support if they need it:

   • Support People, Chaperones, and Observers
9. Rights during teaching and research | Ako me te rangahau

   Right 9 applies to patient rights when taking part in research and is not relevant to the general practice environment.

10. The right for your complaint to be taken seriously | Amuamu

    We take patient complaints seriously:

    • Complaints
    • Complaints Procedure

For the full code, see Health & Disability Commissioner: Code of Health and Disability Services Consumers' Rights.