Tell us how we're doing
We're committed to delivering the best patient care, and we'd love to hear about your experience with us. Please fill out the form to let us know how we're doing.
At Primary Healthcare Limited our vision is people driving their own wellbeing.
While receiving healthcare services from PHCL, you are entitled to complain if there is something you are not happy with.
The complaint process
You may contact your practice via phone, email, in writing or in person to make a complaint.
The practice will help you to or will fill out a complaint form on your behalf.
The complaint will be submitted to a senior manager to investigate. You will receive acknowledgement of this within five working days.
You will receive a response from the senior manager on the outcome of the complaint investigation within 10 working days of acknowledging your complaint. If more time is needed to investigate, this will be communicated to you, along with the expected timeframe.
If you are not happy with the outcome of the investigation you are entitled to appeal the decision. At any stage in the process you are also entitled to submit your complaint to any PHCL practice, seek assistance from a health advocate or the Health and Disability Commissioner.
Lay a complaint — PHCL Practices
| MON | 8:30am - 5:00pm |
| TUE | 8:30am - 5:00pm |
| WED | 8:30am - 5:00pm |
| THU | 8:30am - 5:00pm |
| FRI | 8:30am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:00am - 5:00pm |
| TUE | 8:00am - 5:00pm |
| WED | 8:00am - 5:00pm |
| THU | 8:00am - 5:00pm |
| FRI | 8:00am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
153 Cambridge Road, Hillcrest, Hamilton 3216
Phone 07 856 5087
Fax 07 856 4927
| MON | 8:30am - 5:00pm |
| TUE | 8:30am - 5:00pm |
| WED | 8:30am - 5:00pm |
| THU | 8:30am - 5:00pm |
| FRI | 8:30am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:15am - 5:00pm |
| TUE | 8:15am - 5:00pm |
| WED | 8:15am - 5:00pm |
| THU | 8:15am - 5:00pm |
| FRI | 8:15am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:00am - 5:30pm |
| TUE | 8:00am - 5:30pm |
| WED | 8:00am - 5:30pm |
| THU | 8:00am - 5:30pm |
| FRI | 8:00am - 5:30pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:30am - 5:00pm |
| TUE | 8:30am - 5:00pm |
| WED | 8:30am - 5:00pm |
| THU | 8:30am - 5:00pm |
| FRI | 8:30am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:00am - 5:00pm |
| TUE | 8:00am - 5:00pm |
| WED | 8:00am - 5:00pm |
| THU | 8:00am - 5:00pm |
| FRI | 8:00am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:00am - 5:00pm |
| TUE | 8:00am - 5:00pm |
| WED | 8:00am - 5:00pm |
| THU | 8:00am - 5:00pm |
| FRI | 8:00am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:00am - 5:00pm |
| TUE | 8:00am - 5:00pm |
| WED | 8:00am - 5:00pm |
| THU | 8:00am - 5:00pm |
| FRI | 8:00am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
556 Te Ngae Road, Owhata, Rotorua 3010
Phone 07 345 9699
Fax 07 345 5185
| MON | 8:30am - 5:00pm |
| TUE | 8:30am - 5:00pm |
| WED | 8:30am - 5:00pm |
| THU | 8:30am - 5:00pm |
| FRI | 8:30am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:30am - 5:30pm |
| TUE | 8:30am - 5:30pm |
| WED | 8:30am - 5:30pm |
| THU | 8:30am - 5:30pm |
| FRI | 8:30am - 5:30pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
Gate 3, Tokoroa Hospital, 35-75 Maraetai Road, Tokoroa 3420
Phone 07 886 8777
| MON | 8:00am - 5:00pm |
| TUE | 8:00am - 5:00pm |
| WED | 9:00am - 5:00pm |
| THU | 8:00am - 5:00pm |
| FRI | 8:00am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
| MON | 8:00am - 5:00pm |
| TUE | 8:00am - 5:00pm |
| WED | 8:00am - 5:00pm |
| THU | 9:00am - 5:00pm |
| FRI | 8:00am - 5:00pm |
| SAT | On call |
| SUN | On call |
| Holidays | On call |
| MON | 8:30am - 5:00pm |
| TUE | 8:30am - 5:00pm |
| WED | 8:30am - 6:30pm |
| THU | 8:30am - 5:00pm |
| FRI | 8:30am - 5:00pm |
| SAT | Closed |
| SUN | Closed |
| Holidays | Closed |
Lay a complaint - other avenues
Nationwide Health and Disability Advocacy Service
Freephone 0800 555 050
advocacy@advocacy.org.nz
advocacy.org.nz/contact-an-advocate-now
New Plymouth
06 759 2111
Hamilton
07 834 3960
Rotorua
07 349 0182
Health and Disability Commissioner
National Freephone 0800 11 22 33
hdc@hdc.org.nz
hdc.org.nz