Know your rights

We’re committed to delivering you the best experience and health outcomes.  We operate in accordance with the Health and Disability Commissioner’s Code of Rights, and strive to provide a quality of care that goes beyond your expectations.

Respect

You’ll be treated with respect by our team.  This includes respect for your culture, values and beliefs, as well as your right to personal privacy.

Fair treatment

At Tend, you’ll be free from any form discrimination, coercion, harassment, and exploitation.  We’ll never pressure you into making a decision or choice you’re uncomfortable with, or object to.

Dignity and independence

Tend is designed to support you to live a dignified and independent life.

Proper standards

You have the right to be treated with care and skill, and to receive services that reflect your needs.  All those involved in your care should work together for you.

Communication

You have the right to be listened to, understood and receive information in whatever form you need.  When it’s necessary and practicable, we’ll make an interpreter available to support you.

Information

You have the right to be fully informed about your healthcare, including having your condition explained and to be told what your choices are. This includes how long you may have to wait, an estimate of any costs, and likely benefits and side effects. You can ask any questions to help you to be fully informed.

It’s your decision

Your health decisions are yours to make.  You have the right to receive accurate and thorough health information prior to making any decision.  Your decision is totally up to you, with our support as you need it.

Support

You have the right to have someone with you to lend support during your Tend consultation, and we want to ensure you feel supported every step of the way.  If you need an interpreter, please let us know and we can arrange this for you.  We can also work with NZ Relay if you have a hearing impairment.

Test results

We know your test results are important to you.  We’ll make contact with you via a Tend message to share your results, even if your results are normal. On occasion and when appropriate, we may call you to discuss any results and next steps.

Teaching and research

You have the right to choose whether you are involved in any teaching or research with Tend.

Complaints  

It’s OK to complain – your feedback helps to improve our service.  If you want to pursue a complaint process, we’ll make it easy for you to do so, and this will never have an adverse effect on the way you’re treated. We always strive to provide you with the best experience, but if we don’t get something quite right, we want to know! 

If you would like to lay a complaint, this can be done in-person at the clinic, over the phone, via email at hello@tend.nz, or by sending a message through the Tend app.  We can supply a full copy of our complaints policy upon request.

If you need help, you can always contact us and we’ll figure out the right way to support you.  If you wish you can also contact your local advocacy service on 0800 555 050 or complain directly to the Health and Disability Commissioner on 0800 11 22 33 (TTY).

Customer feedback

We are always interested in hearing how we can improve Tend.  If you have feedback about the Tend app or your experience with Tend, please email us on hello@tend.nz


Te Reo version

Ōu mōtika ina whakamahi koe i tētahi ratonga hauora, hauātanga rānei.

Tekau ō mōtika i raro i te Rārangi Mōtika. Koia ēnei ngā mōtika:

  1. Kia manaakitia koe hei tangata.

  2. Kia manaakitia koe, kia kaua koe e tāmia e wai rānei, kia kaua hoki e tūkinotia e te kaikiri o te tangata.

  3. Kia hāpainga tō rangatiratanga, me tō mana motuhake.

  4. Kia taea e koe ngā ratonga whai tikanga, ā, kia tika te taurima i a koe, me te teitei o ngā pūkenga o te hunga manaaki i a koe.

  5. Kia tae katoa mai ngā kōrero ki mua i tō aroaro mā roto i tētahi huarahi whakamōhio ngāwari ki te whakarongo, kia tino taea ai tō kōrerorero tahi ki te kaiwhakahaere o taua ratonga.

  6. Kia tino tae ake ngā kōrero whai pānga ki mua i a koe mō tō hauora me tō hauatanga; te āhua o te ratonga e horahia ana, ngā ingoa me ngā tūranga o ngā kaimahi, me ngā kōrero katoa mō ngā whakamātautau me ngā whakahaere e tika ana mōu, me ngā hua o aua whakamātautau ina puta ake ana. I Aotearoa nei, e whakamanawatia ana ngā tāngata kia patapatai, kia inoi hoki ki ētahi atu kōrero kia mōhio ai rātou he aha te aha.

  7. Kia riro māu anō e whakatau ngā tikanga tiaki i a koe, kia huri hoki koe i tō whakatau, kia haere ki huarahi kē.

  8. Kia noho mai he kaitautoko i tō taha i te nuinga o te wā.

  9. Kia pā tonu ēnei mōtika katoa, ki te inoia koe kia uru ki tētahi rangahautanga, ki tētahi wāhanga whakangungu kaimahi rānei.

  10.  Kia āhei koe te whakatakoto whakapae, ā, kia āta tirohia hoki tō whakapae.