At Paterson Burn, we're here to help people see better and feel looked after every step of the way.

We take great pride in the care, advice and service we provide across all of our practices. Our team of qualified Optometrists and Frame and Lens Specialists are passionate about helping our patients find the best solutions for their vision and eye health.

However, we know that sometimes things don't go quite as expected.

If there's something you're unhappy about, or if you feel we could have done better, we'd really appreciate the opportunity to hear from you. Your feedback helps us learn, improve, and continue providing the level of care our communities have come to expect from us.

If you would like to provide feedback, please get in touch with us directly. In many cases, a conversation is all that's needed to clear things up and find a positive way forward.

Ways you can contact us:

In person
Come and see us at any Paterson Burn practice.

By phone

• Cambridge: 07 827 1958
• Chartwell: 07 855 7872
• Hamilton: 07 839 3072
• Fraser Street, Tauranga: 07 578 4316
• Te Awamutu: 07 871 7000
• Thames: 07 869 0420
• Tokoroa: 07 885 0080
• Waiuku: 09 235 8510

By email
hello@patersonburn.co.nz

We'll do our best to acknowledge your concerns within two business days.
‍

What Happens Next?

We'll take the time to listen and understand and work with you to find a fair and reasonable outcome.

Depending on the nature of the concern, we may speak with team members, review records, or gather additional information so we can properly investigate the matter.

If your feedback relates to clinical care, such as an eye examination, diagnosis, treatment recommendation or prescription, the matter will be reviewed by our Clinical Director.

Most importantly, we'll keep you informed and work with you to find a fair and reasonable outcome.
‍

Our Commitment

When you share feedback with us, you can expect us to:

• Listen openly and respectfully
• Take the time to fully understand your experience
• Approach each matter with fairness, care, and confidentiality
• Keep you informed and supported throughout the process
• Value your feedback as an opportunity to learn and improve
• Work together towards a positive and constructive outcome wherever possible

A Shared Commitment to Respect

We believe the best outcomes are achieved through open, respectful, and constructive conversations. By working together, we can better understand one another's perspectives, build positive relationships, and continually enhance the experience we provide for our patients and community.

Our team is committed to treating every patient with courtesy and respect, and we kindly ask for the same in return. We will not tolerate abusive, threatening, discriminatory, or harassing behaviour towards our staff.
‍

Further Support and Advice

We genuinely welcome the opportunity to resolve concerns directly and will do everything we reasonably can to help.

If, after working through the process with us, you still feel your concern has not been resolved, you may wish to seek further advice from:

• Health and Disability Commissioner
• Optometrists and Dispensing Opticians Board
• Commerce Commission

Thank you for taking the time to share your thoughts with us. Whether it's a compliment, suggestion, or concern, we value hearing from our patients and appreciate the opportunity to continually improve.

The Paterson Burn Team