Complaints and Patient Safety

Our Commitment to Patient Safety

This page explains how concerns, complaints, and medicine safety issues are managed within our online pharmacy service.

This website is operated by Healthpoint Limited (Company No. 1474728, NZBN 9429035586425) as part of a licensed New Zealand pharmacy.

We are committed to providing pharmacy care that is safe, respectful, and consistent with recognised professional standards. Patient safety is central to all dispensing and service decisions.

Raising a Concern

If you are concerned about any aspect of our service, including a medicine you have received, we encourage you to contact us as soon as possible.

Early communication allows us to assess the situation, provide guidance, and take appropriate action where needed.

Concerns may relate to dispensing accuracy, medicine suitability, delivery issues, or communication with our pharmacy team.

How to Make a Complaint

Complaints can be submitted using the contact details provided on our website.

To help us review your concern, you may be asked to provide:

Order or prescription details
Name of the medicine involved
A clear description of the issue

All complaints are recorded and reviewed by an appropriately qualified member of our pharmacy team.

Assessment and Investigation

When a complaint is received, we assess whether patient safety has been affected and whether immediate action is required.

This may involve:

Review of dispensing records and clinical notes
Consultation with the responsible pharmacist
Contact with prescribers or other healthcare providers

Where a dispensing error or safety concern is identified, we will take steps to reduce risk and support appropriate follow-up care.

Medicine Safety Incidents

If you experience unexpected side effects or believe a medicine may have caused harm, you should seek medical advice promptly.

Our pharmacists can provide guidance on next steps and may recommend reporting the issue through New Zealand medicine safety monitoring systems.

We treat medicine safety incidents seriously and use them to review and improve our dispensing practices.

Resolution and Follow Up

Where a service issue or error is confirmed, we will take reasonable steps to address the situation.

This may include providing additional clinical advice, arranging replacement supply where appropriate, or reviewing internal procedures to prevent recurrence.

External Support and Escalation

If you are not satisfied with the outcome of your complaint, you have the right to seek independent advice or escalate your concern.

This may include contacting:

The Health and Disability Commissioner
Relevant pharmacy or healthcare regulatory bodies

We will cooperate with any formal review process where required.

Contact for Complaints

If you would like to raise a concern or make a formal complaint, you can contact our pharmacy directly:

Phone: (04) 472 0351
Email: [email protected]

Complaints submitted outside normal operating hours will be reviewed on the next working day.

Continuous Improvement

Feedback and incident reporting are an important part of maintaining safe pharmacy practice.

We regularly review our procedures, staff training, and dispensing processes to ensure they remain aligned with current standards and patient safety expectations.

Learning from patient feedback helps us strengthen the quality and safety of our services across New Zealand.