FAQs

Frequently Asked Questions

Please find answers to your questions about Papakura East Medical Centre below. If you can't find your question here, give us a call on 09 299 9666.

Can I see any doctor?

Yes, if you would like to see a different doctor within the practice, just ask the receptionists when booking an appointment

What should I do if my GP is booked up?

We have several doctors available at the practice and they can all gain access to your notes. We understand it can be hard at times to get in to see your usual doctor, especially if they are going on leave. We will try and accommodate you where possible. Sometimes you may just need a prescription until your doctor returns.

How long are consultation times?

Standard consults are 15 minutes long – this is typically enough time to discuss one or two problems. If you have a list of problems that you need to discuss, we suggest booking a double appointment. Double appointments cost twice the amount of your usual consult fee.

Do you offer phone or video consultations?

Yes, all of our doctors are available for phone consultations. Dr Dean Mackay is also available for video consultations. These are the same length as a standard face to face consultation, and are available for the same fee.

How can I pay for my phone or video consultation?

After your consultation, the reception staff will email you a copy of your invoice with payment instructions. If you do not receive a copy of your invoice, please call the reception team and ensure your email address is updated with them. Phone consultations are the same cost as your usual face to face consultation.

How do I enrol?

You can enrol at home using our online enrolment form, or by coming in to the Medical Centre and completing the enrolment form there. You will need a copy of your New Zealand birth certificate or passport (this can be expired), or a copy of your passport and visa if you are not a New Zealand citizen. Note that you will need to allow 5 business days for processing of your application before you can book your first appointment.

How long does the enrolment process take?

Once we have received your enrolment for, we ask that you give us 5 working days to process your enrolment. This gives us enough time typically to obtain your records from your previous GP and load them into our system.

How can I make a complaint?

If you have a complaint about our services or one of our staff members, you can either make a verbal complaint by talking to the practice manager, Lauryl Hartnett, or you can make a written complaint by emailing manager@pemc.co.nz. We will make every effort to respond within 10 business days. For more serious complaints, you can contact the Health and Disability Service Advocacy via their website, www.advocacy.org.nz.

When do I pay for my appointment?

Payment is due the day of consultation or service - prior to your appointment. Repeat prescriptions must be paid for before the prescription is issued or sent to a pharmacy.

If not paid in full, an additional $10.00 fee will be charged for all age groups. Accounts that are unpaid will be sent to Debt Collection. The debtor (patient) is responsible for all debt collection fees.

Accounts may only be set up with the approval of the Practice Manager.

How are fees calculated?

Healthcare in New Zealand is a mixture of free and subsidised services, where patients pay a fee to cover some of the costs of providing healthcare services.

All fees are based on a single appointment, so extended consultations may incur additional charges. Newly enrolled patients may require a double appointment for their first visit. A double appointment fee will apply.

Our practice nurses are skilled professionals, and so there is a fee when you see them for advice or services.

Fees may vary due to the time taken and materials used, as medical consumables will be charged separately.

Weekends, after-hours, and public holidays will incur additional fees.

If you have a Community Services Card, you may be eligible for a reduced consultation or prescription fee.

What happens if I can't attend my appointment?

We understand circumstances change, but you must notify us by phone if you are going to miss your appointment. Four hours cancellation notice for a booked appointment is required. Non-attendance will incur a normal consultation fee.

Will my care be subsidised?

Healthcare in New Zealand is a mixture of free and subsidised services, where patients pay a fee to cover some of the costs of providing healthcare services.

Free and subsidised care is only available to New Zealand residents, with exceptions in some cases for visitors from countries like the UK and Australia where New Zealand have reciprocal agreements. Ask our reception team if you think you may be entitled to a funded service for your visit or have any other questions on our fees.

If you have a Community Services Card, you may also be eligible for a reduced consultation or prescription fee.

Why do I need this test?

As each situation is unique, a discussion with your health professional can help you understand the reason for the test, if there are any alternatives or what happens if you don’t have the test. It may be a blood test, Xray, or scan. Some tests are to exclude illness, others to make sure you are getting better, and some are screening tests to ensure you stay well.

Please visit https://choosingwisely.org.nz/patients-consumers/, this site will help you ask the right questions to help you make sure you end up with the right amount of care – not too much and not too little.

How long will it take to get my test result?

Most results come back to the practice in 1 or 2 days; some can take 3 weeks. Your doctor or nurse will let you know if your test takes more than 1-2 days. Results will be reviewed by the health professional who requested the test as soon as possible after they have been received.

How will I find out my test result?

If the test is abnormal or any further action is needed, your doctor or nurse will contact you by phone, please provide us with your latest contact details (you can check this with reception).

All normal results will be available on The Doctors App. As a safety net we advise you to check The Doctors App to ensure your results have come through. Please contact the practice if you cannot see your results within one week of completion.

If you do not have The Doctors App you can call the practice at any time to confirm that your results have been received. You can call the nurses any time for your results, requests for results left on the answer phone will receive a call back within 24 hours.

Test results are sometimes difficult to understand. If at any time you have not understood the explanation or have more questions, please talk to your doctor or nurse. If you would like to discuss your results in person please book a follow up appointment.

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Frequently Asked Questions

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Papakura East Medical Centre

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