Extended Consultation and Thirty minutes Appointments 

New patients appointment are thirty minutes to allow for a thorough history and for prior medication and results to be reviewed. Please note all consults that extend over 20 minutes will incur a thirty minute appointment fee. You will be advised of this on the day by Reception and or your Practitioner.  If you have multiple concerns it is always best to advise Medical Reception and book a thirty minute appointment (if available) to allow the necessary time for all your concerns to be addressed in the one consult and to ensure other patients are not left waiting, otherwise you may be asked to book a follow up appointment. At times thirty minute consults may be unavailable due to general appointment availability and the need to ration during busy periods such as peak winter.  

On Time 

We do ask that you arrive  on time for your appointment, if you are running late please contact our  medical receptionist team. Late arrivals will impact consultation time and you may be asked to book back or an extended consult fee may be charged, the Practitioner may also contact you by phone to commence the consult prior to arrival.  Our clinicians aim to run on time but during the clinical day due to complexity or an acutely unwell patient earlier in the day can result in the clinician running behind we apologise in advance and the Medical Receptionist team will keep you informed of any likely delay when you arrive.

Payment Policy 

Payment is expected on the day of service alternatively an invoice will be sent and payment is due immediately paid online. An extension of seven days by agreement at time of booking can be arranged where necessary. Where alternative payment arrangement are sought such as a weekly payment plans please discuss with Medical  Reception, we are happy to accommodate this. We do appreciate your prompt payment of our services which supports us to be sustainable in ensuring the ongoing delivery of our essential services. 

Cancellation Policy  and booked appointment not attended 

All appointment booking will receive a reminder text within 24 hours. We require at least 24 hours notice for cancellation, cancellation outside of this time will incur a $40 dollar cancellation fee. If you do not attend or fail to  cancel your appointment you will be charged the standard consult fee, no exceptions will be made, as our time is valuable and is a precise resource to our entire patient community to ensure timely care for all.

Urgent appointment 

'Book on day' appointments are available  please phone directly on (09) 815 1475 to discuss with the medical receptionist team. they may triage you to one of  the Practice Nurse for a phone or in person consult if we are unable to accommodate an on day Practitioner consult. This is free for under 14, young people and adults will incur the regular nurse consult charges. 

After Hours 

When we are closed please phone our usual number, (09) 815 1475 and press 1 you will be connected with a Registered Nurse who will provide you with free medical  advise. If you wish to leave us a message or request a repeat prescription please press 2 and this will be responded to on the next  business day asap. 

Urgent Care Clinic and After hours virtual Consults: 

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Call the clinic 24/7 to be connected to HealthLine for free health advice from a Registered Nurse and they will advise if you need to be seen immediately or can wait for a booked appointment. 

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Care HQ for virtual consults Cost $79  https://www.carehq.co.nz/#why-carehq

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White Cross Urgent Care – St. Lukes. 52 St Luke Road, Mount Albert, Auckland (NB: after 5pm fee ($160)

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Ascot White Crosss - 90 Green Lane East Remuera (NB:  after 5pm fee $160) 

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