Accounts will be (e) mailed out at the end of each month & an accounting fee will be added to cover our processing costs. This is currently $5 per account.

Persistent bad debt unsettled at 3 months will be forwarded to a debt collector & all additional costs involved in this will be added to the existing account. You will be permanently exited from the practice.

We are happy to help you come to some other arrangement when you owe money. For example an automatic payment maybe a method worth considering.

Please talk to our staff if you have a problem with your account – we may be able to help.

Where appropriate, yes. A fee similar to a face to face consultation applies

Yes, we do house calls. If you require one, please phone as early in the day as possible, although it is usually much easier for us to see you at the Surgery.

An extra fee will be charged for visits, reflecting the time and distance involved.

Yes, we offer a range of flu, tetanus, travel and childhood disease immunisations. Please refer to our ‘nurses’ page for more information.

We would like to be able to contact everyone with their test results but this is not logistically possible. We will contact you if the results are not as expected or need further attention.

Alternatively you can ring us, email us or use Manage my Health. Many people find the  Manage my Health portal useful to review test results.  Click the link to register to access the Manage my Health portal and view your results

We no longer have an active role in delivering babies. We can look after you in the early pregnancy period and offer you assistance in finding an appropriate midwife.

Patient privacy is very important to us. In recent years there have been changes in the NZ health sector that reduce patient privacy at the price of collecting better national health information. You need to be aware of some of these.

The advent of the National Health Index (NHI numbers) means all health system “transactions” such as doctor visits, laboratory tests, prescriptions are recorded in computers and analysed. Furthermore, in order to access funding we must report our activities. We see our role as guardians of your privacy as very important.

For further reading see the office of the New Zealand Privacy Commissioner, or call us to discuss.

All patients need to enrol with a practice to access government funded health benefits. The consultation cost for non-enrolled patients’ fee is currently $90 less any GMS benefit.

Nobody likes to be kept waiting. We are aware of this and try to stick to our appointment times. However, the unpredictable nature of medical practice means we sometimes run behind schedule. We are always sorry if we are running late.

Your time is important. Please feel free to ring in before your appointment to find out how close to time your doctor is running.

We have wheelchair access and a collapsible wheelchair if you have trouble getting from your car to the surgery. Our surgery is fully accessible.

No, just Monday to Friday. We are open 8am – 5pm Monday, Wednesday, and Friday, and 8am – 6.30 pm Tuesday and Thursday.

Weekends, weekday evenings and public holidays there is a doctor available for appointments at the Invercargill Urgent Doctor Service (telephone 2188821) situated at 103 Don St, Invercargill.

Healthline offers 24 hour advice with a registered nurse: Please phone 0800 611 116

If things go wrong:

In medicine things will sometimes go wrong. This is an unfortunate fact of life. In many cases things go wrong because of a failure of communication between doctor and patient.   The doctor’s understanding of the problem may differ from the patient’s ideas.   The patient may feel the doctor has not listened, or that the doctor has made a mistake. As doctors we know we are not perfect. We try to practice safe medicine, but we recognise we will not always get it right.

If things are not going right or have not worked out as you expected, then please in the first instance contact the doctor concerned.

We are fair-minded people and if a wrong has occurred then we would like the opportunity to put it right.

A lot of health problems require several visits and tests.   Some clinical problems are easily solved in one visit, others may take many more.

At times a patient has a problem which is not resolved after the first visit. The patient expects satisfaction and when not fixed, seeks another practitioner who begins the process again.  The patient may never get past first base, because the expectations of a quick fix are not delivered. If a problem persists or is not satisfactorily resolved, then please let us know so the next step or steps can be taken.

Doctors may also use time as a diagnostic test. At the beginning of a problem when the diagnosis is not clear, the doctor may elect, if safe, to observe things for a while. Many problems sort themselves out in time.

Lab tests and x-rays are not always as helpful as you may think. We will not order x-rays and lab tests unless we feel it will help.

If you would like to formally complain about something that has happened please contact us or use the complaint form Complaint Form Jan 2016

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