Dear Health New Zealand,

Under the Official Information Act 1982, I request the following information held by Health New Zealand | Te Whatu Ora, including:

all former District Health Boards (particularly Capital & Coast DHB),

all current Te Whatu Ora regional divisions (including Capital, Coast & Hutt Valley),

any national quality or service-monitoring teams,

and any teams responsible for handling or recording complaints regarding primary care or urgent care providers.

This request relates specifically to Team Medical Paraparaumu / Team Medical at Kapiti Ltd, located at Coastlands Mall, Paraparaumu.

Please provide the information for the period 1 March 2020 to the date of your response.

1. Total number of complaints

Please provide the total number of complaints recorded by Health NZ (including CCDHB-era complaints) where the complaint names or refers to:

“Team Medical Paraparaumu”

“Team Medical at Kapiti”

“Team Medical Coastlands”

or any clear variation of the organisation name relating to the Paraparaumu urgent care and GP provider.

2. Complaint type breakdown

Please provide a numerical breakdown of these complaints by category.
Include, but do not limit to, the following categories:

Clinical care / treatment

Triage decisions / refusal of care

Long wait times / delays

Discrimination (race, disability, age, gender, etc.)

Mask / face covering / Covid-19 policy issues

Treatment of patients with mask exemptions or disability exemptions

Staff conduct / communication

Administrative issues (including enrolment problems)

Billing / ACC / charging disputes

Privacy / health information breaches

If Te Whatu Ora uses different internal categories, please provide your categories and map the complaint numbers accordingly.

3. Complaint outcomes (summary statistics)

For the complaints above, please provide the number that were:

Upheld

Partially upheld

Not upheld

Resolved locally / informally

Referred to the Health and Disability Commissioner

Escalated internally

Resulted in corrective actions or service improvements

No personal or identifying information is requested.

4. Complaint summaries (anonymised)

For each complaint, please provide a brief anonymised summary, including:

The month and year the complaint was received

The general issue (e.g., “patient with mask exemption refused indoor consult”, “wait exceeded five hours”, “privacy breach involving incorrect file sharing”, “inadequate triage decision”, etc.)

Any actions taken, findings, or service changes arising from the complaint

Please remove all personal identifiers in accordance with s.9(2)(a) of the OIA.

5. Quality audits, performance monitoring, and internal reports

Please provide any:

Monitoring reports

Quality audits

Performance reviews

Covid-response assessments

Service risk evaluations

Contract-monitoring documents

that mention, assess, or raise concerns about Team Medical Paraparaumu during the period March 2020 – present.

This includes any documents held nationally or by the Capital, Coast & Hutt Valley region.

6. If information is withheld

If any part of this request is withheld or refused, please specify:

The exact section of the OIA relied upon

The specific reason

Whether partial information can be provided with redactions

And, under s.19(a)(ii), please advise my right to complain to the Ombudsman.

Format requested

I request that information be released in electronic form:

Complaint numbers: CSV or Excel

Summaries and reports: PDF or Word

Yours faithfully,

Juanita