The 'Our Duty of Care: Leading the way to healthy families' outlines what you can expect from Te Whatu Ora - Health New Zealand, Nelson Marlborough.


What you can expect from us

We will treat you with respect. This includes respect for your cultural beliefs and values, and your right to personal privacy.

Fair treatment
We will be fair. You will not be pressured into something you do not want to do or be treated more or less favourably than others.

Dignity and independence
We aim to maintain your dignity and independence.

Standard of care
We will provide care that is skilled, considered and reflects your wants and needs.

We will listen to you and communicate with you in a way that enables you to understand.

We will provide information to you in whatever way you need. We will discuss your condition with you; explain any procedures, expected timelines, benefits and side effects. We will keep you fully informed. An interpreter can be arranged if needed.

It is your decision
We will give you the information you need to make sound decisions so you can provide informed consent. You can say ‘yes’ or ‘no’ at any time. You have the right to change your mind at any stage.

Your support person is welcome. We need to keep our environment safe for you and others, so on occasion, having your support person with you at all times may not be possible.

If we are unable to live up to these expectations, we welcome your comments. Your feedback lets us know where we can improve our service.


What we can expect from you

Respect and communication
Please treat our staff with respect and behave in a way that does not make them feel threatened, vulnerable or unsafe.

If we are unable to provide you with an immediate answer to your expectations, we appreciate your patience and calm manner while we endeavour to resolve any concerns you may have. It is important to us that our staff feel safe in their workplace.



Health information is collected so that we can provide good safe care. Your health information may also be required for other reasons, such as clinical audits, quality improvement processes, administration or for teaching and research purposes. We require information from you so we can provide good and safe care.

Occasionally we may need to share your information with others who provide you with healthcare or disability support, where the information will assist them in your care. These other providers may include your GP, district nurses or any other specialist health or disability service with which you are actively engaged with.

When you are receiving any healthcare or visiting any healthcare facility we request you seek the permission of staff to use any form of an electronic device to record conversations or consultations. Recording other peoples’ conversations or taking electronic images of other patients or staff (even in the background) without their permission is a breach of their privacy.

Please ask our staff if you wish to record conversations and if declined please respect their decision. The publication of any images without permission is a breach of privacy and could result in making someone feel vulnerable or unsafe.

If you have any concerns regarding this policy, please discuss them with the person who is caring for you.

Click here to visit the Privacy website for more information


Code of Rights

This is an outline of the Code of Health and Disability Services Consumers’ Rights.

They apply to all health or disability services, whether you pay for them or not. Please ask if you would like a full copy.

The Code of Health and Disability Services Consumers’ Rights is available in audio and large print.

Click here to visit the HDC website to read the code


Help us provide a better service


Please participate as much as you can in decisions regarding your healthcare. We value and need your input in order to understand what will be best for you.

Ask us if you do not understand something or want more information.

Keep us informed
You can help us by providing information about your health, past care and treatment. We will be better able to care for you if you can tell us about things that might interfere with your treatment - especially any medications you may be taking.

Let us know if you are unable to keep an appointment. This will free up a spot for someone else.

Alcohol and smoking
Please do not bring alcohol and non-prescribed drugs onto Te Whatu Ora - Health New Zealand property and remember that smoking is not allowed on any of our sites.



We welcome your comments and suggestions.

Please contact us with your concerns or thoughts about any aspect of your care. We also like to hear your compliments.

Click here to ways to give feedback



Contact the local independent Advocacy Service or Health and Disability Commissioner on 0800 11 22 33.

This is a free service to health consumers.