Before treatment is commenced the physiotherapist will carry out a thorough assessment of your condition.

The 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.

You have the right to a second opinion. Please discuss this with your physiotherapist or doctor. We will be happy to arrange this for you. We encourage family members to be present when we are treating children under 16 years of age.

All information recorded in your health records will be kept confidential. Under the Privacy Act, you have the right of access to, and correction of, your personal information held by us. No information will be given to a third party without your written permission.

We are committed to providing you with the best service possible. Your feedback is always welcome. If you or your family has any concerns it is best to talk things over with us, wherever possible. If the problem is not resolved you can write to us at the address below or telephone the Health and Disability Commissioner's office on 0800 11 22 33

If you have a severe reaction to any treatment, please phone the after hours number or your doctor.

You can contact us direct. A doctor's referral is not necessary. You may be referred by your GP or specialist. For conditions not covered by ACC but funded by public health, a referral from a hospital or doctor is essential. Our clinic is wheelchair accessible. We provide gowns, shorts and blankets but you are welcome to bring your own gown or wrap for more comfort. We make every effort to ensure your wait time is no more than 10 minutes.

Please telephone us if you cannot attend an appointment. Appointments not cancelled at least 2 hours before the appointment time will incur a $20 charge.

03 684 5413 | AFTER HOURS / EMERGENCIES: 027 687 6685 | HEALTH AND DISABILITY SERVICES CONSUMERS' CODE OF RIGHTS

You should always be treated with respect. This includes respect for your culture, values and beliefs, as well as your right to personal privacy.

No one should discriminate against you, pressure you into something you do not want or take advantage of you in any way.

Services should support you to live a dignified, independent life.

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.

You have the right to be listened to, understood and receive information in whatever way you need. When it is necessary and practicable an interpreter should be available.

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, an estimate of any costs and likely benefits and side effects. You can ask any questions to help you be fully informed.

It is up to you to decide.

You can say no or change your mind at any time.

You have the right to have a support person or persons present.

All these rights also apply when taking part in teaching and research.

It is OK to complain, your complaints help improve service. It must be easy for you to make a complaint, and it should not have an adverse effect on the way you are treated.

If you require help with translation please ask your physiotherapist. You are welcome to bring a friend or family member for support and/or interpretation purposes.

ACC   www.acc.co.nz

NZSP  www.physiotherapy.org.nz

The Health and Disability Commission   www.hdc.org.nz