Joining the Practice
When you join the practice it is important that we review your medical history and perform a medical examination in order to provide the best possible care for you. You will be invited to have an initial appointment with a nurse before seeing the doctor. We will request your notes from your previous doctor with your permission and you will be asked to sign a form for this.
For patients with mobile phones - we are now able to contact you by text for routine things such as reminders, immunisations etc. We need your consent to do this. Please advise our reception staff if you consent to be contacted by text.
Appointments are usually made for 15 or 20 minutes depending on the doctor. Please be considerate of other patients if you have several problems which may require more time than one appointment allows. You are welcome to book a double appointment if you think this is necessary, and this will carry an additional charge.
We try to ensure that you are able to see your regular doctor as this maintains continuity of care. It is therefore best if you telephone ahead to make an appointment. If there is a significant delay you may be offered an appointment with another doctor. Please tell the receptionist if your problem is urgent.
If you attend the centre during normal opening hours in an emergency or bring an injured or very ill person, the "Duty Doctor" will attend to you as soon as possible. You do not need an appointment.
If you have made an appointment which is no longer needed, please ring us at least 2 hours beforehand so that it can be made available for another patient.
We provide an on-call service for acute illnesses and accidents/emergencies outside of normal surgery hours. At night, over the weekend and on public holidays our emergency telephone number is 293 6002. Calls are answered by a nurse who will take details and will up to 10pm, offer advice or contact the doctor on call to see you. Occasionally the nurse will arrange for an ambulance to attend as well as contacting the doctor. Between 10pm and 8am, you may be directed to Kenepuru A&M facility in Porirua.
If you need a doctor to call at your home, please phone early in the day if possible.
Only those Laboratory results requiring follow up will be notified. If, after 2 weeks, you have not been notified, but you do have concerns, please contact our Telephone Nurse between 8.30am and 5pm Monday to Friday.
Dealing with Difficulties
If there is a problem about the way you have been treated, or if you are unhappy with any of the services provided, you need to tell us as soon as possible. Please contact the doctor in question, the Practice Manager or outline your concerns in a letter to the practice. You can be assured that problems will be tackled and any complaints dealt with promptly. You also have the right to use independent procedures. These are outlined in a pamphlet from the Health and Disability Commissioner available at the Centre or access the Health & Disability Advocacy website.
Family Medicine Training Programme Doctors
Our practice is approved by the Royal N.Z. College of GP's as a training practice. A trainee GP or "GP Registrar" is a fully qualified doctor with at least 2 years of hospital experience who is undertaking the General Practice Vocational Training Programme. He/she would spend 5 months in our practice learning more about this area of medicine. You may be asked if you would be happy to see the registrar when requesting an appointment.
Hospitals & Outpatient Appointments
We work together with the Capital & Coast District Health Board (CCDHB), Midcentral Health, and private specialists to ensure the best health care for our patients. To check on hospital appointment and surgery waiting times check the Healthpoint website. For Rest Home availability see the Eldernet website
We would like to recommend to you our well-person health checks. These are designed to look at inherited, lifestyle and other personal health risks, so that measures can be taken to reduce these in the future. They are particularly aimed at those between the ages of 30 and 70 years who rarely need to see a doctor.
The health check includes filling out a questionnaire, seeing your practice nurse, having tests done and following up with your doctor.
If you would like to have a well person check, please phone the reception desk to arrange a time.
Our schedule of fees is on display at reception. All fees are GST inclusive. You can pay by EFTPOS, cheque, cash or credit card. Payment is expected at the time of consultation, but if we have to send an account, an extra charge may be added to cover administration and postage. Should you have difficulty paying fees or settling an account, please discuss this with your doctor or the Practice Manager.
There is a reduced fee structure for a wide range of consultations, including subsidised consultations, ACC consultations. Please enquire.
Additional charges are made for after hours consultations, home visits and call outs, as well as for all materials used and procedures such as ECG, spirometry, minor surgery etc.
Work and Income New Zealand can assist those with financial difficulties. For more information check the Work and Income NZ website to find out about eligibility.
Updating your details
Please let us know promptly when you move house or change your contact details, including cell phone numbers. From time to time we need to initiate contact with you and up-to-date information is important.
We are accepting new patients from Waikanae and the nearby area, Enrolment forms are available from our Reception Desk or download them here.
Understanding the PHO Enrolment Terminology
PHO – The Primary Health Organisation who manages the funding for General Practices on behalf of the Government and the Ministry of Health. Our PHO is Compass Health, and they are based in Wellington.
Registered Patient – A patient who is part of our regular patient group whose medical records are held by us and to whom we send reminders when immunisations fall due or monitoring procedures need to be repeated (eg cervical smears, mammograms, PSA or INR blood tests). You can be a registered patient without being an enrolled patient.
Enrolled Patient – A registered patient who has completed a valid PHO Enrolment form and meets the criteria to be eligible for Government funding through the PHO. If a patient does not meet the criteria they can remain a registered patient but will not be eligible for Government funding towards their medical costs.
Funded Patient – A patient whose completed PHO Enrolment form has been submitted and accepted by the PHO and whose funding has been received by the Practice. The time delay between enrolling and being funded can be anything from 6 to 20 weeks depending on where we are in the PHO funding cycle. (Refer to the PHO Funding Cycle below)
Casual Patient – A patient who visits the Health Centre for medical care on a one off or short-term basis (eg a person who is in the area on holiday). We do not apply for PHO funding towards the medical costs of Casual Patients, although some subsidies are still claimable to assist with the cost for eligible patients, and those that hold a current Community Services Card. We do not recall Casual Patients for routine screening or monitoring procedures.
The Principles of Enrolment
Patient enrolment is crucial to the Government's Primary Health Care Strategy. Ensuring that patients obtain their health care from one general practice will undoubtedly help make their care more efficient and effective. It also reduces the cost to the patient. Continuity of care results in better health and we recommend and encourage all our eligible patients to enrol.
Some of the key points about Enrolment
Patients can only be enrolled with one general practice. If you choose to enrol with another general practice, you are automatically no longer enrolled with the previous practice.
The fact that you are enrolled with one general practice does not restrict you from consulting another doctor somewhere else, but you will be a casual (unfunded) patient at that practice unless you choose to enrol there.
If you have not been seen at our Health Centre for 3 years, you will be asked to sign a new PHO enrolment form which indicates you wish to remain enrolled with our practice. This will ensure the continuation of your funding.
The PHO Funding Cycle
The year is broken up into 4 quarters. Funding commences on the first day of each quarter; January, April, July and October. The data relating to new registrations is collected up by the PHO about 6 weeks prior to the commencement of the next funding round. (ie the middle of November, February, May and August)
Read more about enrolment and funding on the Compass Health Website
If you leave the practice, please let us know so that we can cancel reminder notices and keep our records up to date. Your new doctor will request your notes from us once you have authorised this.
A new model of health care called Health Care Home is currently being rolled out all over New Zealand. Over the next 3 months Waikanae Health are changing the way we work to embrace the new model.
What is Health Care Home and how will it effect you?
Health Care Home—means the health care of the patient will be centred more around their own GP practice and less around the hospital. As our population ages, the demand on our health care system is increasing. To meet this demand health professionals need to work smarter and more efficiently, taking advantage of the developments in technology.
GP practices can now provide some of the care and services that were previously only available in the hospital, such as treatment for deep vein thrombosis and cellulitis, urinary retention, some minor gynaecological procedures and care of the terminally ill in their own home. Currently the DHB are providing funding for this so there is minimal charge to the patient and it saves several trips or admission to hospital.
Another initiative of the Health Care Home model is on-line access to your own patient records through a secure patient portal. Patients can see their test results, request prescriptions, book appointments and email the nurse or doctor on-line. The patient portal is called Manage My Health. We began registering patients for Manage My Health in November 2015 and we already have over 1400 enjoying the benefits. The practice is also benefitting from patient use of Manage My Health; prescription requests are more streamlined, booking appointments no longer require a phone call and email consultations with the doctor can reduce the need for booked appointments. We would like to encourage all our patients to register for Manage My Health. Manage My Health does not replace any of our current services but enhances the services we provide. Click here to find out more about Manage My Health
GP triage of patients needing on-the-day appointments is another initiative of Health Care Home which we will provide. Patients needing to be seen the same day for medical care should ring the health centre early in the morning and a Doctor (their own doctor when he/she is available) will contact the patient back within the hour and if necessary an appointment will be arranged for later that day. This does not replace our emergency clinic but enables genuinely acute patients access to prompt attention with their own doctor.
The incoming telephone calls will be diverted away from the front reception desk for the busiest part of the day, freeing our receptionists to fully engage with patients at the front counter. Other members of our friendly reception team will then be available to receive phone calls in a designated room in the Health Centre. The aim of splitting these tasks is to minimise queuing, reduce the noise level at the front desk and create a more enjoyable experience for our patients.
The overall aim of the Health Care Home model is for the patient accessing our services and interacting with our staff to have the most efficient, most cost effective, and most enjoyable experience we can possibly provide. We are aiming for the ‘Gold Standard’ in health care. Click here to read more on our Blog.
While these changes are taking place we ask for your tolerance as we set up, make the changes and then tweak these new initiatives. We have set aside 2 evenings to train our staff and rearrange work spaces within the building. These 2 evenings will be Tuesday the 7th and Tuesday 21st of November when we will close at 5pm instead of 7pm.
“More than just a regular GP service”