Safety & responsibility

Your rights

For printable PDF versions of Your Rights patient brochures click on the translations below, or continue down the page to read the English version in full.

We want to work together with you so that you receive the best healthcare possible. When you are in our care, you have the following rights:

  • To be treated fairly, with dignity and respect.
  • To make your own decisions about your care and treatment.
  • To be able to change your mind about aspects of your care.
  • To be asked for your consent (verbal or written) before we carry out any treatment or procedure. (Note, we may take into account the views of your family or whanau if you are not able to communicate with us).
  • To have your cultural needs respected.
  • To be made aware of the choices you have for your treatment, including the benefits and risks involved. (Note, in medical emergencies this may not always be possible).
  • To be communicated with in a way that you understand. To be offered an interpreter, if necessary.
  • To have all treatments, tests or procedures clearly explained to you.
  • To have your personal information kept confidential.
  • To have a family member or support person accompany you (for safety reasons this may not always be possible).

These rights also apply if you are asked to take part in a research study or teaching session for training staff. These rights are based on the Code of Health and Disability Consumer’s Rights. A full copy of these rights is available on the Health and Disability Commissioner’s website (external link)

Your privacy

To care for you in the best way possible our doctors, nurses and other health professionals directly associated with your care need to view your health information. Other Auckland DHB staff may need to view your information for administration, quality improvement activities, teaching and, in some cases, for medical research. We will always:

  • Keep your personal information confidential.
  • Let you view your records.
  • Acknowledge your request for corrections to your records.
  • Acknowledge your request not to release your information.

Your health information may be disclosed to another health provider involved in your treatment or where authorised by law. For further information about the privacy of your information, you can call the Auckland DHB Privacy Officer on: 09 367 0000.

How you can help us:

  • Being actively involved in your treatment and care.
  • Sharing with us any information that will help us with your care and treatment.
  • Being sensitive to the needs and privacy of others in our care.
  • Being respectful to our staff and our property.
  • Respecting our no-smoking policy.

We value your feedback

If you have a concern or complaint about the service or care that you or a family member received at Auckland DHB, please let us know straight away. You can either speak to those providing your care, or the charge nurse on the ward or clinic where you are being treated. If you feel uncomfortable talking to these people, or you aren’t satisfied with their response, please contact our Consumer Liaison Team by email: feedback@adhb.govt.nz, phone: 09 375 7048 or write to them: Consumer Liaison Team, Auckland DHB, Private Bag 92024, Auckland.

We always like to hear when members of our team have exceeded your expectations. If you would like to comment on the service you received or compliment a member of staff, please contact the Consumer Liaison Team directly or leave a comment on our Auckland DHB Facebook page (external link)

What to do if you are not happy with our complaints process

If you are not happy with how your complaint was handled, you may wish to contact the Health and Disability Commissioner on: 0800 112 233 or complete their online form (external link)

Children & Young Person's Code of Rights

Starship Children's Health has developed the Children and Young Persons' Code of Rights (external link) for children and young people.

Smokefree site

Smoking is not permitted anywhere on the hospital grounds. All patients will be asked about their smoking status on admission and smokers will be offered nicotine replacement therapy to reduce their cravings while in hospital. For advice and support to stop smoking and to access low cost nicotine replacement therapy, contact Auckland DHB Smokefree Services on 0800 667 833 and leave a message, Quitline on 0800 778 778 or talk to your GP.

Zero tolerance to violence

Patients and families have a right to be cared for and staff have a right to work in a safe and supportive environment. Violence of any kind will not be tolerated in our buildings or grounds.

Health & disability advocacy

The Health Advocates' Trust provides a free, independent advocacy service to help people ensure their rights are respected. Phone 0800 555 050 or 09 623 5799 for the Auckland office.

The Health and Disability Commissioner is an independent government agency set up to promote and protect the rights of consumers who use health and disability services; help resolve problems between consumers and providers of health and disability services; and improve the quality of health care and disability services. Visit the website (external link) for more information about your rights or call them directly on phone 0800 11 22 33 or 09 373 1060 for their Auckland office.

Health Passport initiative

The Health Passport [PDF, 648 KB] is a booklet that contains information about how patients would like to communicate and be supported throughout their care. Patients who will benefit most from using a Health Passport are those who have difficulty communicating, people with dementia or those who visit hospitals frequently. It is up to each patient whether or not they want to complete a Health Passport and how much information they include in it. For more information, please visit the Health & Disability Commissioner's website (external link)

Patient safety cards

These patient safety cards can support you as a patient to play an active role in your own care by illustrating simple steps to keep yourself safe during your stay in hospital. The aim of the cards is to get patients talking with their clinicians about issues such as falls, pressure injuries and medication errors.The cards are colourful, easy to read and provide a jumping off point for health conversations.

This card provides information about eight simple steps for consumers to keep yourself safe during a stay in hospital in five languages.

 The cards were created by the Health Quality and Safety Commission as part of their annual Patient Safety Week campaign.

Our patients' safety while in our care is a top priority - Help us to leep you safe, take a look at the video below demonstrating the eight simple steps.

This animation has been adapted by the Health Quality & Safety Commission New Zealand to help patients stay safer in hospital.