Patient Rights & Privacy

Patient Rights

You as the patient have rights as outlined in the Code of Health and Disability Services Consumers’ Rights

Complaint Procedure

If you're not satisfied we need to know

We treat complaints seriously and respond promptly and fairly.

Every complaint is an opportunity to look carefully at how we do things and to see if we can improve the way we provide health care.  We aim to achieve a mutually satisfactory conclusion and, where appropriate, take action to ensure the situation does not arise again.  It is helpful if complaints are received as soon as possible after the event.


Will my treatment be affected?

No.  The complaint process is confidential.  We do require details so that we may investigate a matter fully.


How do I complain?

If you are unhappy about how you were treated, you may take your concerns directly to the person who provided the service to you.  If you are still not satisfied, or you do not feel able to talk to them, you may talk to, email or write a letter to the person responsible for overseeing satisfactory resolution of complaints (the Complaints Officer) in this practice. Our Complaints Office is:  Ali Barbara (Practice Manager).


What happens then?

The Complaints Officer will thoroughly assess the complaint, decide what actions need to be taken and communicate with you on how best to resolve the issue.


Where else can I complain to?

Everyone using a health or disability service has the protection of the Code of Health and Disability Services Consumers’ Rights and the Health Information Privacy Code.  A copy of the Code of Rights is available for you on request.


Where the code is breached after 1st July 1996 complain to:

The Health and Disability Commissioner
PO Box 1791, Auckland 1140
Phone 0800 112 233


Where privacy is breached complain to:

The Privacy Commissioner
PO Box 466, Auckland 1140
Phone 0800 803 909



If you want support to complain, there is a free advocacy service to help you.  Phone the Office of the Health and Disability Commissioner. (Advocacy – Health and Disability 0800 11 22 33)


Chaperone – Support Person

Everyone is entitled to support under Right 8 of the Code of Health and Disability Services Consumer’s Rights 1996. If you want someone to stay with you during your appointment just let reception know when you arrive for that appointment.

The person can be a family member, friend or a member of staff at Dunedin North Medical Centre.

Health Information and Privacy Statement

As a patient at Dunedin North Medical Centre (DNMC) your privacy and confidentiality will be fully respected.  Please read the information below which sets out why we collect your information and how that information will be used.


We collect and use your health information to provide a record of care. This helps you receive quality treatment and care when you need it.

DNMC clinical staff may:

    • Add to your health record during any services provided to you and use that information to provide appropriate care.
    • Share relevant health information with other health professionals who are directly involved in your care.

Right to access and correct

You have the right to access and correct the health information we hold under Rules 6 and 7 of the Health Information Privacy Code 2020.

    • You have the right to see and request a copy of your health information. You don’t have to explain why you are requesting that information, but you may be required to provide proof of your identity.
    • You can ask for health information about you to be corrected. Practice staff should provide you with reasonable assistance.  If your healthcare provider chooses not to change that information, you can have this noted in your notes.

We are required to keep your information accurate, up-to-date, and relevant for your treatment and care.

DNMC has a patient portal which allows you to view some of your practice health records online.

Visiting another GP practice

If you visit another GP practice, you will be asked for permission to share information from the visit with your regular doctor or practice.

If you have a Community Services Card and visit another GP practice they can claim a subsidy for your visit, and the practice you are enrolled in will be informed of the date of that visit. The name of the practice you visited and the reason(s) for the visit will not be disclosed unless you give your consent.

Patient Enrolment Information

The information you provide on your enrolment form will be:

    • held by Dunedin North Medical Centre.
    • used by Te Whatu Ora to allocate your National Health Index (NHI) number or update any changes.
    • sent to the WellSouth PHO and Te Whatu Ora to obtain subsidisded funding on your behalf.
    • used to determine eligibility to receive publicly funded services. Information may be compared with other government agencies but only when permitted under the Privacy Act.

Confidentiality and Information sharing

Your privacy and the confidentiality of your information is important to us.

  • Your health practitioner will record relevant information from your consultation in your notes.
  • Your health information will be shared with others involved in your healthcare, and with other agencies with your consent, or if authorised by law.
  • You don’t have to share your health information, however, withholding it may affect the quality of care you receive. Talk to your health practitioner if you have any concerns.
  • You have the right to know where your information is kept, who has access rights, and if the system has audit log capacity.
  • Your information will be kept securely to prevent unauthorised access.

Health programmes

Health data relevant to a programme in which you are enrolled (e.g. Breast Screening, Immunisation, Diabetes) may be sent to the PHO or the external health agency managing this programme.


In the case of financial audits, your health information may be reviewed by an auditor for checking a financial claim made by the practice, but only according to the terms and conditions of section 22G of the Health Act (or any subsequent applicable Act). You may be contacted by the auditor to check that services have been received. If the audit involves checking on health matters, an appropriately qualified health care practitioner will view the health records.

Other uses of Health Information

Health Information which will not include your name but may include your National Health Index identifier (NHI) may be used by health agencies such as Te Whatu Ora or Primary Health Organisation (PHO) for the following purposes, as long as it is not used or published in a way that can identify you.

        • Health service planning and reporting.
        • Monitoring service quality.
        • Payment.

Except as listed above, it is understood that details about your health status or the services you have received will remain confidential within Dunedin North Medical Centre unless you give specific consent for this information to be communicated.


Your health information may be used for health research approved by an ethics committee or when it has had identity details removed.

  • Research that may directly or indirectly identify you can only be published if the researcher has previously obtained your consent and the study has received ethics approval.


DNMC is contributing to and accessing healthcare information from HealthOne.

What is HealthOne?

HealthOne is a South Island based secure electronic record that allows registered healthcare providers directly involved in your healthcare, to quickly access information such as your test results, allergies, medications, GP summaries and hospital information. HealthOne adheres to the principles of the Privacy Act 2020 as well as the Rules set out in the Health Information Privacy Code 2020.  Access is only possible via an approved highly secure healthcare information network which is regularly audited and tested.  Privacy auditing is used to check that only those directly involved in your care are accessing your information.  To find out more about HealthOne please visit  Please note that you are entitled to restrict the sharing of your healthcare records by contacting 0508 837 872 or emailing

For more information on Privacy

Visit to access the Health Act 1956, Official Information Act 1982, and Privacy Act 2020.  The Health Information Privacy Code 2020 is available at You can also use the Privacy Commissioner’s Ask Us tool for privacy queries.

If you have any enquires about our Health Information and Privacy statement, you may contact our Privacy Officer at

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