FAQ

How do I make an appointment?

Please ring 09 527 3344 for an appointment. Every effort will be made to get you in at your preferred time – emergencies will always be given priority. 

How long are appointments?

Our standard consultation time is 15mins so if you want a longer time, please ask our receptionist for an extended consultation. 

What if English is my second language?

If you or a family member has difficulty with speaking English and requires an interpreter, you can either bring a friend or family member to interpret for you. We can also organize a professional interpreter for you if needed. Please let us know this when you make the appointment.

What if I’m late or can’t make my appointment?

As the practice can get very busy, we need to know if you are unable to attend a booked appointment. Non-attendance means someone else who wanted to be seen was been prevented from doing so. Please call as soon as you know you won’t be able to attend (non-attendance may incur a fee).

After Hours Care Arrangements:

This practice provides 24 hour care for patients through White Cross Clinics. Please ring the normal surgery number (09 527 3344) and/or call the nearest White Cross Clinic. The nearest White Cross clinic is in Lunn Ave, Mt Wellington (09 5708899). For more info on after hour clinics follow link here.

Are home visits available?

Home visits are available for regular patients whose condition prevents them from attending the surgery. GPs in the practice may be contacted during normal surgery hours. If the GP is with a patient, a message will be taken and you will be advised by the reception staff when it is likely that the GP will return your call. Your call will always be put through to the GP (or nurse) in an emergency.

What is the reminder system?

Our practice is committed to preventive care.  We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care (e.g. cervical smears, mammography, cardiovascular risk assessments).  If you do not wish to participate, please let us know.

Who has access to my personal health information?

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. If there are any changes to your personal information (e.g. change of address or phone no, new CSC card), please inform front desk staff.

What are my rights?

In providing a quality health service, this practice complies with the Code of Health and Disability Services Consumers’ Rights.  If you feel your rights have been breached please let us know, as we welcome any opportunity to improve our standard of service and deal with any problems. You may add a comment or commendation to our suggestion box or make a complaint verbally or in writing. Alternatively, should you feel unable to do so, you may have the support of an independent advocate from the Health and Disability Commissioner’s office by phoning 0800 11 22 33.  For more information about our complaints process please ask any member of staff.

How can I obtain my test results?

Patients are able to obtain their test results by calling the centre and speaking to the practice nurse. It is the policy of the clinic to advise patients when the test results are significant. If we have not notified you, consider the results to be normal. However, if you wish to call and confirm, please feel free to do so. If for any reason you would like to be called about the results (whatever they are) please let us know.