Frequently Asked Questions 

How do I get my test results?
Usually you will be contacted you if there is a concern. Expect results for blood and urine tests to take a couple of days, and up to a week for smears and results of skin biopsies.

How will I know when to come for my regular checks?
Once you have enrolled with us, you will be entered into our recall system and our nurses will ensure you are reminded of your screening requirements for cervical screening, mammograms, immunisations, and other health screening.

Why do I need to see a clinician for a repeat prescription?
We are happy to provide repeat prescriptions to enrolled patients for certain stable conditions, however you may need to come in to see the prescriber before a script is given, so your progress can be reviewed and help you improve your health. It is the prescriber’s responsibility to ensure that the medications are appropriate for your condition and that you understand any risks associated with the drug.

Ordering Prescriptions
Prescriptions can be ordered online via email reception@familyhealthmatters.co.nz, by phone, or in person. There is a 24-hour turnaround once your request has been received. The exception to this is Fridays, when your request will be actioned on Mondays and available for collection on Tuesdays.

What if I have moved to a new house or my details have changed?
Please let us know as soon as possible if your details have changed. You can either email us on reception@familyhealthmatters.co.nz or phone on (09) 9734106

How to get the most out of your appointment?
The standard appointment time is 15 minutes. This is a short time for you to explain your problems and for the healthcare provider to examine you and decide on a treatment plan. If you feel 15 minutes is not enough time to discuss all your concerns you may be best to book a double appointment with your healthcare team.

What if I cannot make my appointment?
Please phone us on (09) 9734106 as soon as you know you will not make your appointment time/day so that we can reschedule it for you and offer your original appointment to another patient.

Why there is a surcharge for ACC covered medical care?
The Accident Compensation scheme provides comprehensive, no-fault personal injury cover for all New Zealand residents and visitors to New Zealand. This cover includes a contribution to the cost of primary care, but it does not meet all the costs.