Current clients

Your right to have an advocate

At Repromed it is important that we ensure you are aware of your rights when you come through for consultation and treatment. As part of our commitment to patient-centred care we want you to know, it is your right to have an advocate with you or to act on your behalf at any time you attend Repromed.

What and who are advocates?

An advocate can be anyone you trust to support you through your journey at Repromed.

What can they do?

Advocates can provide independent support for you in a variety of ways. They can:

• Advise you of your rights
• Help provide you with information and options for your care or
• Help you voice any concerns about the quality of service you receive.

How can you find an advocate?

• Repromed Counsellors and other staff members are happy to discuss advocacy with you.
• Repromed’s Kaumatua: Speak to Repromed staff for contacts.
• Fertility New Zealand  provides a support and advocacy service: fertilitynz.org.nz, email 0800 333 306.
• Health and Disabilities Commission office: hdc.org.nz, email or call 0800 555 050.

Ngā take Māori – Tikanga Māori

Ka whakanuia e matou ngā hiahia hauora, haua hoki, ngā tikanga, uaratanga i roto i te ahua manaaki, me e tautuhi ana koe he Māori. We are committed to providing Māori clients a service that respects Māori customs and values in a way that is respectful and compassionate.

Ka tautoko matou ngā tika a Māori kia whai wahanga mo whanau, hapu, me iwi i roto i ngā ahuatanga katoa e pa ana ki te whakaora me te tohutohu hoki. We support the provision of services to and for Māori, involving their families and tribe.

Mehemea he hiahia au e pa ana ki ngā tikanga Māori, tikanga wairua mo te whakawteatanga o nga kakano, heki, tatea, kikokiko whakawhanau ranei, kia horo te whakapa atu ki nga kaimahi o Repromed. If you would like to access our service following Māori customs and spiritual practices, please speak with the staff at Repromed.

Ka manakohia te urunga mai o Kaumatua / Kuia. We will seek the assistance of elders (male and female). 

Hei awhina i a Repromed ki te whakapumau tautoko kia ahei tonu a Māori ki a ratou tikanga i te wa e whiwhi ana i ngā umanga whakakikiri, e inoi ana a Repromed kia horo te korero atu ki a ratou kaimahi mo ngā tikanga / mahi-a-whanau / taha wairua / te taiao / taha tinana / me te taha hinengaro. To support Repromed in developing their cultural practices with regards to Māori custom, Repromed encourages all its staff to be aware and seek guidance in matters of Māori customs, family relationships, spirituality, environmental issues, physical and emotional wellbeing.

Client identification and confidentiality

As a Repromed client, you’ll be allocated a unique client identification number. This number is used to check client identity at every treatment step using our approved and accredited cross-witnessing procedure.

It is a regulatory requirement that we check your identity during contact times with Repromed. For that reason, you’ll be asked to provide proof of identity (usually full name and address or date of birth) particularly prior to:

• Phone calls with test results and embryology updates.
• Any procedures (for example, before egg retrieval, embryo transfers).

The medical, nursing and embryology staff complete identity checks when procedures involve your eggs, sperm, or embryos. All procedures involve checking by two clinic staff members who must sign for the identification.

We will ask if we can take a photograph of you for our electronic record system. One of our critical responsibilities during your treatment is for us to be certain of the identity and ownership of eggs, sperm, and embryos that you entrust to our care. To enable this to be as accurate as possible, we constantly cross-check and formally witness your identity and those of your sperm, eggs, and embryos. Photographs help to protect your privacy as they assist us with identifying you in waiting rooms.  

All clients are required to provide verification of their signature on their registration form, using photo ID, which is either passport or driver’s licence. Our Administration staff carry out this signature verification at the time of your first appointment. The verified signatures can be used as a reference in cases where one of the partners signs a treatment consent form, not in the presence of a Repromed staff member.

Your privacy

In order to provide assisted reproductive technology treatment to our clients, we’re required to collect personal information from clients and other people associated with the client’s healthcare for a variety of purposes. This information is used and disclosed for purposes directly related to a client’s treatment. The typical circumstances in which Repromed will use and disclose a client’s health information are as follows:

• Communications with treating specialists.
• Communications with the client’s General Practitioner.
• Communications with service providers such as pathologists, radiographers, and allied health professionals.
• Unit Committees – quality assurance and audit data; for example, provision of identifying and non-identifying data to ANZARD for compilation of statistics by the Australian Institute of Health and Welfare National Perinatal Statistics unit.
• Statutory/Public Health and Legislative reporting of data which could include identifying and non identifying information requirements.
• Research relating to treatment.
• External Auditing body auditing compliance to NZS 8134 Ngā Paerewa Health and Disability. Services Standard.
• ECART (Ethics Committee on Assisted Reproductive Technologies).
• Registrar of Births, Deaths, and Marriages regarding birth of donor offspring.

We have implemented a number of policies and procedures to ensure that it complies with privacy legislation. Both partners (where applicable) will be requested to sign Privacy Consents. This consent allows the clients to add conditions regarding their privacy requirement if required.

Client feedback and complaints process

Your feedback regarding our service is extremely important to us, so we’ve developed a client feedback system that manages any compliments, complaints, and suggestions for improvement.

We are committed to providing personalised care and services for all our clients in a comfortable and supportive environment. Our Continuous Improvement Programme includes the following feedback methods to help us to carry out this vision:

• Online Client Feedback Survey here
• Phone 0800 483 105 or 09 524 1232
• Email us at

Client feedback and complaints are recorded in our Quality Management System by the Quality Team. All feedback is continuously reviewed with recommended improvements implemented. If a client makes a complaint, they will not be disadvantaged nor have their service compromised as a result of the complaint.

All clients are informed of the Code of Consumer Rights and the Health and Disability Commissioner (HDC). If you aren’t satisfied with the Repromed feedback system and have further concerns, you may wish to follow the Health and Disability Commissioner complaint process found on the HDC website here.

You can also contact the HDC’s Advocacy Service for advice and assistance on 0800 555 050 or email 

Research at Repromed

During your time at Repromed you may be asked to participate in research trials. Please be assured that you have every right to say no without any compromise to your treatment. If you do participate, either for your own benefit or to help others in the future, you are entitled to ask any questions you wish about the study or to withdraw from the study at any time.

If you do take part in a study, it will be one that is approved by ECART (Ethics Committee on Assisted Reproductive Technologies). Research is vital to new knowledge within Repromed, so please consider taking part in a study if requested.