Action Physiotherapy and Your Rights

You have the right to a second opinion. Please discuss this with your Physiotherapist or Doctor. We would be happy to arrange this for you. Our policy of peer review and obtaining a second opinion ensures that this process is smooth.

We encourage family members to be present when we are treating children under 16 years of age.

All patient information recorded by Action Physiotherapy will be kept confidential. Under the Privacy Act you have the right of access to, and correction of, any personal information held by Action Physiotherapy. No information can be supplied to a third party without your written consent.

Action Physiotherapy has a Certificate of Quality Management Systems issued by Health and Disability Auditing New Zealand (HDANZ) relating to Allied Health Standards 8171:2005. We are commited to providing a quality ongoing service.

Before treatment commences your physiotherapist will carry out a thorough assessment of your condition and, in consultation with you, develop a plan for treatment. This plan will focus on achievement of the patients goals. Your physiotherapist will explain the diagnosis and discuss treatment options and their effects. You have the right to refuse part or all of the treatment that is offered to you.

Health and Disability Services Customer’s Code of Rights

  1. Respect: You should always be treated with respect. This includes respect for your culture, values and beliefs, as well as your right to personal privacy.
  2. Fair Treatment: No one should discriminate against you, pressure you into something that you do not want or discriminate against you in any way.
  3. Dignity and Independence: Services should support your right to live a dignified, independent life.
  4. 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.
  5. Communication: You have the right to be listed to, to be understood, and to receive information in whatever way you need. When it is necessary and practicable an interpreter should be available. 
  6. Information: You have the right to have your condition explained and to be told what your choices are. This includes how long you may have to wait for treatment, an estimate of the costs of the treatment and the likely benefits and side effects. You can ask any questions to help you to be fully informed.
  7. It’s your Decision: It’s up to you to decide whether or not to accept any treatment proposal. You can say no or you can change your mind at  any time.
  8. Support: You have the right to have a support person (or persons) present.
  9. Teaching and Research: All the above rights also apply when taking part in teaching and research.
  10. Complaints: It’s OK to complain. Your complaints help improve service. It must be easy for you to make a complaint, and your complaint should not have an adverse effect on the way you are treated.

Action Physiotherapy is committed to providing you with the best service possible. Your feedback is always welcome. If you or your family have any concerns, wherever possible, we invite you to talk things over with us, or write to us at the address below. If the problem cannot be resolved to your satisfaction you can contact the Health and Disability Commissioner’s Office on 0800 11 22 33. Brochures are available at our Receptions.