How do I get my test results?
Usually you will be contacted 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 do I make an appointment?
If you are registered with Manage My Health, you may request an appointment with one of our clinicians via your Manage my Health app. If you are not registered, please get in touch with our friendly reception team.

Do you want a support person with you during your appointment?
Do you want a support person with you during your appointment? You are entitled to support under Right 8 of the Code of Health & Disability Services Consumers’ Rights 1996 g All patients have a right to a chaperone with them for any appointment. g The chaperone can be a family member, friend or a member of staff. g If you want a member of staff to accompany you please let the receptionist know when you arrive for your appointment.

Do you need an interpreter?
The interpreter service is FREE and provided at no charge to an eligible patient and there are a large number of languages available.

The use of interpreters is highly recommended; interpreting services are important to healthcare as they allow complete communication between a patient and the healthcare provider. Failing to use a competent interpreter runs a high risk of inadequate communication that could result in misdiagnosis and inappropriate treatment. Please let our medical administration team know 48 hours prior to your appointment if you require an interpreter.

Are you hearing impaired and require a Sign Language interpreter?

What is iSign?

iSign enables access and participation for Deaf people by providing professional and confidential New Zealand Sign Language (NZSL) interpreting services.

iSign is a nationwide service enabling effective communication between Deaf and hearing people.

iSign matches job requests with available and appropriate interpreters throughout New Zealand.

iSign contracts more than 80 qualified interpreters who are all members of their professional body, ensuring a confidential and professional service.

Please advise our reception is you are hearing impaired and require assistance.

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 requested via your Manage My Health portal or can be ordered online via email reception@fhm.co.nz, by phone, or in person. There is a 24-hour turnaround once your request has been received and the cost is $15.00. The exception to this is Fridays, when your request will be actioned on Mondays and available for collection on Tuesdays. If you require a “same day/urgent prescription”, the cost is $25.00 and this will be actioned on the same day, by close of business. If you have not registered or activated your Manage My Health account please ask our reception for assistance or click the link below. If you are already registered, we will send you an activation code to add Family Health Matters to your profile so you will be able to access your records. Prescriptions must be paid for in advance and we will send you a secure pay link via SMS or email. Once we have received your payment, your prescription will sent to your chosen pharmacy.

What is Manage My Health?
Manage My Health has made it simple and easy for you to take care of your and your family’s health, so you can live well and enjoy more of life with your friends and family.

Used by most health centres, you can now access the patient portal online anytime, anywhere to connect with your clinic to book appointments, request repeat prescriptions and access your health records. Even if you don’t see your doctor often, Manage My Health can help you stay on top of your health and wellbeing. You can use the helpful online tools to improve your health and track your progress online. It’s quick and easy to register and you will be up and running in minutes.

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 update your details via your Manage My Health account or you can either email us on reception@fhm.co.nz or phone on (09) 9734106.

How to get the most out of your appointment?
The standard appointment time is 20 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 20 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 it to my appointment?
Please phone us on (09) 9734106 or email reception@fhm.co.nz as soon as you know you will not make your appointment so that we can reschedule it for you and offer your original appointment to another patient.

What is your cancellation fee?
If you cancel within FOUR hours of your appointment the cancellation fee is $10.00, if you do not show up for your appointment (DNA - DID NOT ATTEND), the cancellation fee is $20.00.

What is your policy for non payment of my account?
If you do not pay your account and it remains unpaid, we reserve the right to refuse ongoing treatment.

We have zero tolerance for violence and abusive behaviour
Our clinic practices zero tolerance and/or abuse. If you are abusive or offensive towards any member of our staff you will be trespassed from our clinic and the police called.

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.

How do I provide feedback?
We pride ourselves on delivering a high standard of care and service, with added warmth and kindness, to our patients, at all times. We appreciate any feedback to help us to continue to improve our services. If you are a patient of ours - we would love to hear from you - provide your feedback here; https://g.page/r/CURt2WpNFSN2EBM/review

How long is the wait time for an appointment?

If you call first thing in the morning, we can sometimes see you on the same day, alternatively, there will be a one day wait. If your child is under 5 years old, we will always make time to see them on THE SAME DAY - please call our reception to make an appointment.

When do you close and reopen during the Christmas/New Year period?
This year, we will be closing on Friday 20 December 2024 @ 2.00pm and reopening on Tuesday 07 January 2025 @ 8.30am. Please ensure you have your prescription request through to us NO LATER than Friday 13 December 2024. You can do this via phone, email or your Manage My Health app.

After hours information
Our Practice Hours are 8.30am to 4.30pm Monday, Tuesday, Thursday and Friday. We are open late on Wednesdays from 8.30am - 7.00pm. We are closed on Weekends and Public Holidays.

If you have a medical emergency or serious accident outside of these hours you should call 111 or go immediately to;

Auckland City Hospital, Grafton, Auckland

Alternatively, contact Healthline on 0800 611 116. Trained nurses at Healthline will advise when and if you need to see a doctor. If you need to see the GP URGENTLY outside of clinic hours, the nearest A&E in this location is at:

White Cross, 110 Lunn Avenue, Auckland or One Health, 122 Remuera Road, Remuera.

HEALTH INFORMATION PRIVACY STATEMENT

Your privacy and confidentiality will be fully respected. The following briefly explains why we collect your information and how that information will be used. For a copy of the full Health Information Privacy Fact Sheet, please speak to reception.

Purpose

We collect your health information to provide a record of care, to help you receive quality treatment and care when you need it. We also collect your health information to help:  Keep you and others safe  Plan and fund health services  Carry out authorised research  Train healthcare professionals  Prepare and publish statistics  Improve government services Confidentiality and information sharing Your privacy and the confidentiality of your information is really important to us.  Your health practitioner will record relevant information from your consultation in your notes.  Youth health information will be shared with others involved in your healthcare and with other agencies with your consent, or if authorised by law.  You don’t have to share your health information, however, withholding it may affect the quality of care you receive. Talk to your health practitioner if you have any concerns.  Your information will be kept securely to prevent unauthorised access. Information quality We’re required to keep your information accurate, up-to-date and relevant for your treatment and care. Right to access and correct You have the right to access and correct your health information. You don’t have to explain why you’re requesting that information but we may need you to provide proof of identity. You may be charged if you request a second copy of that information within 12 months. You have the right to ask for health information about you to be corrected. If your healthcare provider chooses not to change that information, you can have this noted on your file. Use of your health information Below are some examples of how your health information is used. • Family Health Matters is contracted with a Primary Health Organisation (PHO) National Hauora Coalition. The PHO may use your information for clinical and administrative purposes including obtaining subsidised funding for you. • Other agencies may use your information to provide treatment and to improve the quality of its services, such as Te Aka Whaiora (Maori Health Authority) & Te Whatu Ora (Health New Zealand), health programmes e.g. immunisation, breast and cervical screening. • A clinical audit may be conducted by a qualified health practitioner to review the quality of services provided to you. They may also view health records if the audit involves checking on health matters. • The Ministry of Health uses your demographic information to assign a unique number to you on the National Health Index (NHI). This NHI number will help identify you when you use health services. • The Ministry of Health holds health information to measure how well health services are delivered and to plan and fund future health services. Auditors may occasionally conduct financial audits of your health practitioner. The auditors may review your records and may contact you to check that you received those services. • Notification of births and deaths to the Births, Deaths and Marriages register may be performed electronically to streamline a person’s interaction with government. Research Your health information may be used in research approved by an ethics committee or when it has had identifying details removed. Research which may directly or indirectly identify you can only be published if the researcher has previously obtained your consent and the study has received ethics approval. Under the law, you are not required to give consent to the use of your health information if it’s for unpublished research or statistical purposes, or if it’s published in a way that doesn’t identify you. Complaints It’s OK to complain if you’re not happy with the way your health information is collected or used. Talk to your healthcare provider in the first instance. If you are still unhappy with the response you can call the Office of the Privacy Commission toll-free on 0800 803 909, as they can investigate this further.