We are committed to providing a safe, respectful, and supportive environment for our patients, visitors, and staff
This Code of Conduct explains what we ask of patients and visitors when engaging with our services.
By attending an appointment, using our services, or interacting with our staff, we ask that you follow the expectations below.
We will:
Treat you with courtesy, respect, and dignity
Communicate clearly and honestly, and listen to your concerns
Provide care that meets appropriate professional standards
Respect your privacy and confidentiality
Support you to understand your care and make informed decisions
Your rights are protected under the Code of Health and Disability Services Consumers’ Rights.
To help us provide safe and effective care, we expect that all patients and visitors:
Treat all staff and other patients with courtesy and consideration
Use respectful language and behaviour, including in phone calls, emails, and online messages
Provide accurate and complete information about your health, medications, and concerns
Let us know if you do not understand information or need clarification
Arrive on time for appointments or notify us if you cannot attend
Follow reasonable instructions from staff to support your care and safety
Respect our policies, including those relating to infection control, privacy, and payment
Understand that abusive, threatening, or aggressive behaviour makes it difficult for us to provide safe care
Raise concerns or complaints through appropriate channels so they can be addressed properly. Please see our complaints section below for information on how to raise a complaint.
We do not tolerate behaviour that puts others at risk or causes distress, including:
Aggressive, abusive, or threatening behaviour (verbal, physical, or written)
Harassment, discrimination, or intimidation
Bullying, swearing, or offensive language
Damage to property or theft
Refusal to comply with reasonable requests intended to ensure safety or care quality
This includes behaviour towards staff, other patients, or visitors, whether in person, by phone, email, or online.
If behaviour is unsafe or inappropriate, we may:
Ask for the behaviour to stop
Modify how or where care is provided
End an interaction or appointment early
Restrict non‑urgent services where necessary
Provide you with a verbal or written warning regarding your behaviour
Involve security and/or the police
Any action taken will be proportionate and aimed at ensuring the safety and wellbeing of everyone involved.
If you continue to display unacceptable behaviour toward staff, other patients, or visitors, whether in person, by phone, email, or online, then we may elect to escalate our concerns at our discretion. This is likely to include a formal, written warning regarding your behaviour, and if the behaviour continues even after that warning then we reserve the right to end your relationship with Wellington Medical Group (of which the practice is part of). Should this occur, you will no longer be able to enrol with or access non-emergency care from any Wellington Medical Group practice.
We welcome all feedback from our patients and their whānau.
If you feel that an experience with us hasn't gone well, we appreciate the opportunity to put this right where possible and to improve the way that we work.
If you have a concern, we encourage you to raise this initially with the person involved directly and/or their manager. This is normally the quickest way to resolve an issue, as they will be familiar with the situation.
You can find out more detailed information about our complaints process at Complaints.
If you would like to make a complaint, please do so by going to our Contact Us page and completing the form while selecting Feedback/Complaint.
