The TRG Group radiology practices believe you are entitled to:
- the best care possible
- be treated with dignity and respect at all times
- be fully informed about your examination
- privacy at all times.
All information stored in your health record is confidential; your record will only be accessed by the staff at your practice who are responsible for clinical records and the radiologist and medical radiation technologist who are providing your care. All personnel in our practices are bound by their employment contracts to maintain strict patient confidentiality. Other healthcare providers are given your personal health data only when you are being referred for other health advice or services. In order to claim fees from ACC and other funding agencies, some personal health information is required to be given to these agencies.Your medical records will not be given to a third party without your permission. Under the Privacy Act, you have the right to access, via your doctor, your personal information held at the practice.
General x-ray examinations do not require an appointment. However, if the practice is busy, patients who have appointments will have priority over those who do not. If you are to have an ultrasound, a special examination (eg, barium studies) MRI scan or CT scan, you will need to make an appointment. Please phone or visit your local practice to make this appointment.
A fee is payable for many examinations and, in most cases, you will be quoted the examination charge. Unless a prior alternative arrangement has been made, the account is due for payment on the day of your examination.
Storing your films
Your images (film or CD) will be sent to you or your referrer (except mammography films, which are filed at some TRG Group practices). Please keep them safely, in a cool dry place and lying flat as they are important to compare with future studies. If you wish to collect the films, rather than have them posted to you, please arrange this with the reception staff.
If you are coming for an examination, please bring any images you have from a prior relevant examination. If unsure about this, please ask the receptionist when you make your appointment .
Our aim is to minimise your exposure to x-rays. If you think you could be pregnant please discuss this with the radiographer or radiologist.
Comments, compliments and complaints
We value your comments, so we regularly send patient questionnaires to seek your feedback. The computer-generated questionnaires are randomly distributed. If you do not wish to receive these, please let us know.
If you do not receive a questionnaire, but would like to comment on our service please telephone or email to request a questionnaire or to give direct feedback.
The Code of Health and Disability
The Health & Disability Code became law in 1996. The code applies to a person or organisation providing a health service to the public whether that service is paid for or not. This extends to services and facilities provided to people with disabilities.
Our obligation under the Code is to take "reasonable actions in the circumstances to give effect to the rights, and comply with the duties" in the Code.
Your rights when receiving a service at our practices are:
- Fair Treatment
- Dignity and Independence
Tū Rangatira Motuhake
- Appropriate Standards
- Effective Communication
- Choice and Consent
Whakaritenga Mōu Ake
- Rights During Teaching and Research
Ako Me Te Rangahau
- Have Your Complaints Taken Seriously
If you think we have not met your rights under the Health & Disability Code, the code suggests you should speak to someone at our practice where you received the service.
Explain what you think the problem is and how you would like it to be put right. You can ask a family member or friend to help you with this. If you are not comfortable going directly to the provider, a Health and Disability advocate may be able to help you.
Health & Disability Advocates
In order to help resolve complaints, a free independent advocacy service is available throughout New Zealand. Advocates are trained to help consumers resolve complaints with providers. The advocate will listen to your complaint, give you information about your rights, help you choose an option to settle your complaint, and support you in deciding what course of action to take.
You can find a local Advocate by asking a Manager at our Practice or on the Health & Disability web site www.hdc.org.nz