title: The patients' complaints system in New Zealand.
abstract: Since 1996 New Zealand has had a Code of Patients' Rights enforceable by complaints to an independent ombudsman. Patients are entitled to receive health care of an appropriate standard, to give informed consent, and to complain to a health commissioner about perceived malpractice. The commissioner investigates and reports on complaints, recommends practice changes by providers, is a gatekeeper to discipline by professional boards, and acts as a public advocate for patient safety. In this paper the current commissioner describes New Zealand's experience with the patients' complaints system and discusses the implications for the quality of health care.
authors.forename: Ron
authors.initials: R
authors.lastname: Paterson
mesh_terms: D000288:Administrative Personnel; D000328:Adult; D005260:Female; D006801:Humans; D007351:Insurance, Liability; D008318:Malpractice; D019300:Medical Errors / Q000517:prevention & control; D009313:National Health Programs / Q000331:legislation & jurisprudence / Q000592:standards*; D009520:New Zealand; D010344:Patient Advocacy / Q000331:legislation & jurisprudence*; D028701:Patient Rights / Q000331:legislation & jurisprudence; D017060:Patient Satisfaction / Q000331:legislation & jurisprudence; D024382:Professional Role; D011785:Quality Assurance, Health Care / Q000331:legislation & jurisprudence*; D019472:Universal Health Insurance