Patient Information

After Hours Services

Health Line is available 24 hours a day for phone advice: Tel 0800 611 116.

Outside the hours of 8am to 5pm, at weekends and during public holidays, please contact the Invercargill After Hours Service 03-2188 821. Located at 105 Don St, Invercargill. Prior appointment required. At certain times the Invercargill After Hours Service phone is diverted to Health Line, who triage phone calls.

Surgery Hours

Monday to Friday – the office is open from 8am to 5pm for advice and to make appointments.

Emergencies

For emergencies, dial 111, or attend the Southland Hospital Accident and Emergency Department.

Communication with the Practice

We prefer communicating by the conventional methods of telephone, fax or letter. Urgent matters should always be dealt with by telephone. We receive a large number of e-mails, and sometimes important or urgent e-mails may be overlooked. E-mail is not appropriate for urgent communication. If you have a disability that makes communication by phone difficult, please let us know so that we can assist.

Fees

Fees are advertised on the main notice board.

Disabilities

If you have a disability that makes it difficult for you to communicate or access our services, please inform us so that we can assist you.

Enrolment

The Ministry of Health requires all patients to be enrolled in a practice which is a member of a Primary Health Organisation (PHO). If you have not signed an enrolment form in the previous 3 years, or are new to the practice, please ask our receptionist about this. Information on enrolment, who is eligible to enrol, PHO’s, casual consultation, and fees is available at the front desk.

Your Appointment

We operate a 15 minute appointment system for doctors and nurses. This includes the time for us to document the consultation. If there is an urgent problem that requires more than 15 minutes, we will endeavour to deal with the problem at the time. As a result we may be running late. If you have several health problems that we cannot deal with in the allocated time, we will ask you to make another appointment to deal with the additional problems. If you require extra time, please notify the reception team when you book the appointment. There will be an additional fee.

If you prefer seeing a particular provider, you will need to book several days in advance. For urgent appointments, or appointments requested on the same day, you will be offered the first available appointment with any doctor/nurse practitioner.

Please let the receptionist know you have arrived, and enquire if there is a delay. You are welcome to phone prior to your consultation to find out if there will be a delay. We are unable to see more than one person in a single consultation. There is a charge for missed appointments or late cancellations.

Missed Consultations

We appreciate the courtesy of those who phone to reschedule or cancel appointments in a timely manner. We do charge for missed appointments, or cancellations made within an hour of your appointment time (including children < 14 yrs).

"Free" Under 14 Years

Children under age 14 are fully subsidised for a standard doctor’s visit only. This does not cover procedures, consumables, medical certificates (e.g. insurance, medicals for school / sport / other activities), phone calls, referral letters done outside the consultation etc.

Work Done Outsite Appointments

For work required to be done after or outside an appointment time, there will be an additional charge, according to the time involved. This includes referral letters, phone calls, and certificates (medical, insurance, disability, etc). Please ask about the cost if you are concerned.

Privacy Policy

Our practice is committed to meeting our obligations under the Health Information Privacy Code (HIPC) to protect the privacy of your health information.

Parking

There is street parking on Don Street. Disability parks are available at the rear of the surgery (please ask for instructions), or directly in front of the surgery.

Chaperones

You are welcome to bring a support person with you. If this is not possible, one of our staff can act as chaperone if they are available at the time. Alternatively you can make another appointment at a time when a chaperone will be available.

Doctors and nurses have the right to have a third party present during examinations. In some rare situations doctors or nurses may not conduct an examination if the patient does not accept a third party to be in the room. An alternative arrangement will be discussed.

Payment

Payment is expected on the day of consultation. We discount the fee if paid on the day. For those with an existing outstanding debt, payment is expected on the day of the consultation and further debt will not be accepted. We realise this is sometimes difficult, and run accounts on the following terms:

  • Payment is expected on that end of month account.
  • If outstanding at the completion of the next calendar month, the account will be sent to a debt collection agency if payment, or arrangement to pay, is not made. Sending accounts to debt collection is a last resort.
  • Debt collection costs are additional to the outstanding account, and are the responsibility of the patient/debtor.
  • If you are having difficulty paying your account, we encourage you to discuss with our reception staff the options of payment by instalment, such as by bank direct debit, or a letter to take to WINZ for an emergency benefit.

Repeat Perscriptions

Patients on long-term medications need to be reviewed in a face to face consultation on a regular basis. This is usually every 3 to 6 months (maximum 6 months), depending on:

  • the nature/number of health issues,
  • the monitoring required for medication risks,
  • the stability of the person’s health, and
  • the doctor’s recommendations.
Patients receiving controlled drugs (opiates, methylphenidate, etc) will need to be seen more often.

Prescription requests can be phoned in or faxed to the practice. A list of all the required medications needs to be provided. Prescriptions will be available after two working days. There is a fee for repeat prescriptions, with an additional fee if they are faxed or posted, or required the same day. If you have an outstanding debt with the practice, you will be required to pick up the prescription and pay at the time.

Results

When investigations are requested (lab, x-ray, scan, Hospital), you will be told at the time whether:

  • You will be contacted about the result
  • You need to phone the practice for the result
  • You need to return for the result

If this has not been made clear to you, and you have not heard within a week of having the investigation, or are concerned, please phone to enquire about the result or to make a follow-up appointment.

Complaints

We aim to provide a high quality, professional service for all patients at all times. We acknowledge the rights of the patient outlined within the Health & Disability Commissioners Code of Rights. These rights are displayed in the practice. If you have any complaints about the treatment or service you have received from us we would like to know. You are welcome to discuss your concerns with us directly. Alternatively please provide full details of your complaint in writing to us so we can fully investigate your complaint. Please ask reception for a complaints form.


Need an appointment?
Give us a call.

03 218 6325


Monday to Friday – the office is open from 8am to 5pm for advice and to make appointments.


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