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Compassionate Psychology will treat information you share with  confidentiality. This means we will do all we can to protect your right to privacy.

As part of providing psychological care, we will need to collect and record personal information that is relevant to your treatment. Only necessary information relevant to psychological assessment and treatment will be recorded and this information is stored securely under password protection. All information will be held in accordance with the Health Information Privacy Code 2020.

RIGHTS

Under the Code of Health and Disability Services Consumer Rights, you have the right to:

Ø Effective communication

Ø To be fully informed

Ø To make an informed choice regarding treatment and give informed consent 

It is important to Compassionate Psychology that you are aware that you have the right to make a complaint and to have your concerns heard. Complaints and feedback help to improve our service and ensure we are responsive to the individual needs of our clients. Your complaint will be handled with fairness and efficiency. We will endeavor to maintain impartiality when managing complaints and take steps to protect your privacy. 

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Efficiency

To enable the timely consideration of a complaint, please provide as much detail as possible about the incident or conduct giving rise to your complaint.  

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We are committed to respond to any complaints within a timely manner. We are committed to resolve any complaints within 21 days where possible. If a complaint takes longer than this to resolve, we will communicate this with you and let you know of our progress as we work to resolve the issue.

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How To Make a Complaint

Step 1

In the first instance, if you are making a complaint about your psychologist, please bring this up directly with your psychologist. This will allow your psychologist the opportunity to resolve your concerns and respond to your individual needs. 

Step 2

If you do not feel comfortable discussing your concerns with your psychologist or are unsatisfied with the response you receive, you can lodge a complaint with our Director, Sarah Jones.

Complaints are preferred to be received via email. 

You can contact Sarah Jones via Email: compassionatepsychservices@gmail.com 

Step 3

If you are not satisfied with our handling of your complaint internally, please be aware you are entitled to pursue an external method of review. Details for this process can be found here: https://psychologistsboard.org.nz/for-the-public/raising-a-concern-about-a-psychologist/

All of our psychologists are registered with the NZ Psychological Board and are held to the highest standards of professional practice. 

Members of the public can directly contact the New Zealand Psychologist's Board to discuss concerns about the practice of psychologists. A formal written complaint or notification can be submitted where there are concerns around a psychologist’s competence or fitness to practice. 

Please do not hesitate to ask for clarification if you have any concerns about the complaint process.