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.

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. The exception to this is Fridays, when your request will be actioned on Mondays and available for collection on Tuesdays. 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 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 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.

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 Monday 06 January 2025 @ 8.30am. Please ensure you have your prescription request through to us NO LATER than Monday 16 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, 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 is at:

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