Frequently Asked Questions
Can I enrol with a doctor?
Yes, we are taking new patients. You and your whānau can enrol online or come into the practice. Enrol online here.
Please note there are restrictions on enrolments and you must be eligible to enrol in New Zealand. We may contact you for further details about your enrolment.
When do I get my test results?
If you are on our patient portal, MyIndici, your test results will be available as soon as your provider has checked them. Hundreds of results come in every day, all individually checked and filed by a provider. Part of the process of checking your result is deciding the next step. Your provider makes this decision and then actions it.
Sometimes it will be a phone call from a nurse, sometimes you may need to come back for further investigations, and sometimes it may be a text saying everything is as expected. We ask that you wait until this process has been completed before contacting us for results as results may take a few days to be processed. We have a special process for managing Urgent and Abnormal results so don't worry if you haven't heard from us. If it's important or urgent, you will hear from us.
Why is my GP not always ready to see me on time?
GP's are very aware of their time and do their best to keep to appointment times. Each patient has different needs, sometimes you may only need a few minutes with the doctor and sometimes a little longer than your appointment time. Each appointment is a case-by-case scenario giving each patient the attention they need and it can be difficult to know how long this will take, especially if the doctors have to look after someone urgently or liaise with the hospital before they can see you.
Rest assured, one day it may be you who needs the extra time we will give you. Please let our receptionists know if you are concerned about the amount of time you have been waiting.
What if I need to cancel an appointment?
We understand that sometimes plans change unexpectedly. However, late cancellations and non-attendance of appointments impact our ability to provide timely care to other patients who need it. If you need to cancel or reschedule your appointment, please contact our reception team as soon as possible. Please also consider whether a telehealth appointment would be suitable if you are unable to attend the clinic, or are running late.
To ensure efficient use of our resources and to respect the time of both our staff and patients, we have implemented a fee for late cancellations and non-attendance. If you do not attend your scheduled appointment without prior notice, a non-attendance fee will be charged. If you need to cancel your appointment, please do so at least 2 hours in advance. Cancellations made less than 2 hours before the appointment time will incur a fee
We understand that emergencies and unforeseen circumstances can arise. If you have a valid reason for late cancellation or non-attendance, please inform us, and we will consider waiving the fee on a case-by-case basis.
Payment terms
Payment is expected at the time of your consultation unless other arrangements have been made.
We want to ensure all our patients are able to access the medical care they need. If you have concerns about affordability, please reach out to our Business and Centre Manager by email via erin@redcliffsmc.co.nz, and we will discuss what support options may be are available to you.
Do I always have to see the same doctor?
We encourage people to get to know one doctor but for convenience, you are welcome to see any of the doctors or nurses who are available. We recommend for continuity of your care that if you have an ongoing condition that you see your usual doctor where practical
Can a doctor see me at home?
Yes, it is possible for a doctor to make a home visit, but only if you are very unwell and cannot make it to the centre. We cannot always visit urgently. Additional charges will apply.
Who do I see when my doctor is away?
If your regular doctor is away or unavailable you can see any of our doctors. If you are not sure who you should see, our team will be happy to advise you.
Why are ACC fees the same as a standard Consultation Fee?
Previously, when there were no subsidies for standard consultations, ACC was the only source of subsidy for adults, resulting in lower fees. However, ACC subsidies are now very similar to those for non-ACC consultations, making it no longer possible for us to absorb the additional costs.
Why do I have to pay more for a repeat prescription if I am a Community Service Card holder?
Our clinic receives funding for our enrolled patients, including additional funding for Community Service Card holders. This funding primarily covers standard GP consultations. While we strive to extend this support to other areas, such as nurse consultations, we are unable to extend it to cover prescription services as well.
Administrative tasks, like processing repeat prescriptions, require a considerable amount of time outside of our appointments and place an additional burden on our staff. Therefore, we need to charge for these services. However, this service offers some flexibility, allowing you to avoid the need to visit the clinic in person or book an appointment, and with limited appointments available, this enables us to meet the needs of more patients, more quickly.
You always have the option to book an appointment to have your prescription completed.
Children are normally free, why do I have to pay for a repeat prescription?
Our clinic receives funding for our enrolled patients, including additional funding for children. This funding primarily covers standard GP consultations. While we strive to extend this support to other areas, such as nurse consultations, we are unable to extend it to cover prescription services as well.
Administrative tasks, like processing repeat prescriptions, require a considerable amount of time outside of our appointments and place an additional burden on our staff. Therefore, we need to charge for these services. However, this charge offers some flexibility, avoiding the need to visit the clinic, which we know can be more difficult with children in tow, and with limited appointments available, this enables us to meet the needs of more patients in a timely manner.
You always have the option to book an appointment to have your child's prescription completed.
How long are appointments?
Our appointments are 15 minutes. As a courtesy to others and in the interest of good practice we ask that you attend your appointment on time, or contact us if you are running late, and please book an extended consultation if you have multiple issues you wish to discuss.
What if I need longer than 15 minutes for my appointment?
We understand that some health concerns require more time and attention than a standard consultation can provide. That’s why we offer extended consultations to ensure that you receive the comprehensive care you need, and do not run out of time to address everything you want to with your provider.
To schedule an extended consultation, simply contact our reception team and let them know you require additional time with your doctor.
Please note, Extended Consults will incur further charges.