Enliven | Positive Ageing Services

We believe everybody
deserves to enjoy life,
whatever their age

Your feedback matters
Your feedback matters

We want to hear from you. Your compliments, complaints and suggestions help us improve our service.

At Enliven our philosophy recognises that people need to maintain control over their lives, wherever they live and whatever their age. We believe it’s important to support your emotional, cultural and social needs, as well as any practical day-to-day requirements. We aim to build on your strengths in a way that preserves dignity and promotes overall wellbeing.

The rights of people accessing Enliven services are covered under the Health and Disability Consumer Code of Rights. In summary that means people using our services have the right to:

  • be treated with respect, sensitivity and dignity
  • be provided with services that take into account their needs, values, beliefs and culture
  • services that enhance their quality of life and independence, and are provided with care and skill
  • open, honest and effective communication
  • accurate, easy-to-understand information about the services and support available
  • access any personal information held by Enliven
  • make informed choices and give informed consent
  • chose a support person and be provided with advocacy information
  • make a complaint.

If you have a complaint about any aspect of your experience, or your family’s experience, with Enliven, no matter how small you think it is, we’d like to hear about it. We believe that listening, talking and working together are important in finding the most appropriate solution. Of course, if you have a compliment about your experience with Enliven, or a suggestion on how we could improve, we’d like to hear about that too.

Learning from all of these experiences means we’re able to continuously improve the quality of the services we provide.

How to give your feedback

To make a verbal compliment, suggestion, or complaint, you can approach the manager of the Enliven service. Alternatively you can contact the Enliven regional/service manager or the general manager. Click here to view our contact details.

To make a written compliment, suggestion or complaint, put your comments down in writing and deliver to Enliven via the details below.

Email:
feedback@psc.org.nz

Write to:
Enliven compliments, suggestions, or complaints
C/O Presbyterian Support Central
PO Box 12706
Thorndon
Wellington 6144

Hand your feedback to:
Enliven compliments, suggestions, or complaints
C/O Presbyterian Support Central reception
3-5 George Street
Thorndon
Wellington

You will receive a written acknowledgement of your complaint or suggestion within five working days of it being received. From there, every effort possible will be made to resolve your issues or concerns promptly, fairly and sensitively, recognising the rights and interests of all concerned. Our aim is to resolve your concern within 20 working days.