Complaints and Feedback

Rapha Health Care is committed to providing safe, respectful, and high-quality care. We welcome feedback and treat it as an opportunity to improve. Raising a concern will not affect your access to care or the quality of services provided.

How to raise a concern or complaint

You can contact us by phone, email, or in writing. You may also ask a family/whānau member, advocate, or support person to raise a concern on your behalf.

• Phone: 027 274 5126

• Website: raphahealth.co.nz

You can raise concerns about any part of our service, including communication, staff conduct, care quality, rostering, privacy, documentation, or safety.

What we will do

We will handle your complaint fairly, respectfully, and confidentially.

• Acknowledge your complaint within 2 working days

• Listen and gather the relevant information fairly and respectfully

• Work with you to understand what outcome you want (for example: an apology, explanation, change to care plan, staff change, or service improvement)

• Investigate promptly and keep information confidential (shared only on a need-to-know basis)

• Respond with our outcome or plan within 10 working days where possible

  • If it will take longer, we will explain why and provide an updated timeframe

No disadvantage

Raising a complaint or concern will not affect your services or how you are treated.

If you are not satisfied

If you are not satisfied with our response, you can contact:

• Nationwide Health and Disability Advocacy Service (free and confidential)

• Health and Disability Commissioner (HDC)

• Office of the Privacy Commissioner (for privacy-related concerns)

Urgent safety concerns

If someone is at immediate risk or in danger, call 111 immediately.