Patient information and resources manual

Welcome to Waimairi Road Medical Centre.  We are privileged that you have chosen us to take care of your health.  To optimise the management of your health, we would like you to read the following information.   

Opening hours  

  1. We are open from 9am to 6pm Monday to Friday. Doctor’s appointments are from 9:00 am to 12:30 pm and 2 pm to 5:15 pm. The Pegasus Health 24 hour Surgery will look after our patients at other times. 

Appointment booking 

  1. You can ring our receptionist to book an appointment ph 03 358 5535, or you can also book online through ConnectMed.  If you are interested in booking online, please discuss signing up for ConnectMed with our receptionist.

Appointment 

  1. We encourage our patients to come on time as it may affect other patient’s appointments if you are late.  If you book an appointment and cannot make it, you should let us know as soon as possible so that the time slot can be given to another patient.
  2. On rare occasions, we may have an emergency where we have to see a seriously ill patient first and are unable to see you on time.  In this situation, you can wait or reschedule your appointment.
  3. The consultation fees that are outlined in the clinic and on the website are for 15 minutes.  You can request a longer extended appointment (with an additional fee) if you have a few health problems to discuss with the doctor and may take longer than 15 minutes. 
  4. If the appointment time is insufficient for the problems that you may wish to discuss, you may be asked to book another appointment for further review of your health problems or to discuss investigations and further management.
  1. When you arrive, please let the receptionist know and turn your mobile to silent while waiting for the doctor or nurse. 
  2. If your consultation is accident related, please let our receptionist know so that she can start filling in your ACC form.
  1. If you are acutely unwell, please let the receptionist know at the time of booking, so we can prioritise your booking.
  1. All patients are entitled to have a chaperone or support person with them for any appointment.  The chaperone can be a family member, friend or a member of staff.  If you want a member of staff to accompany you during the visit, please let the receptionist know when you arrive for your appointment. 

Interpreter Service

Our enrolled patients have free access to interpreter services. This service is provided by Interpreting New Zealand (www.interpret.org.nz ph 0508 468 377) and funded by Pegasus Health for our enrolled patients.  If you require this service, please inform the receptionist when you make your appointment.  Face-to-face interpreters usually need at least 24 hours notice. 

Medications

  1. Bring all your medications and supplements or the list of your current medications when you come in for your doctor or nurse consultation.
  2. If another medical practitioner changes your medications, please notify us as soon as you can so that we can update your records.
  3. If you develop an adverse reaction or side effects to any medications, please let us know so that we can discuss this with you and update our records. 
  4. If you have chronic health problems which are stable, we can often do a repeat prescription of your long term medications for three months. You can ring our reception for a repeat prescription request, or you can request a repeat prescription online through our website or ConnectMed.  It is our policy that we review you in person at least six monthly.   And there may still be times when the doctor will need to see you in the three months rather than just providing a repeat prescription.

Investigation results  

  1. After the consultation, you may be asked to do blood tests or other investigations such as x-rays.  The results will be sent to the doctor electronically for review.  We will only contact you regarding the results if the results are abnormal or if you have requested us to do so.  You are most welcome to ring us if you want a copy of the results.
  1. If you have registered with ConnectMed, you can also see your results online after the doctor has reviewed the test results.

Change of contact details  

As your key primary health provider, it is critical that we have your most current contact details which include your address, mobile and home phone numbers so that we can contact you readily as required. So, if there is any change in your contact details, please notify us as soon as you can, or you can update these online via our website.    

Next of kin  

It would be very helpful if you provide the contact details of your next of kin so that we can reach you if your contact details become out of date.   

Disease prevention

  1. Vaccination: it is our goal to promote disease prevention. We provide a variety of vaccinations. Childhood vaccination is critical to protect children from serious illness.  We keep records of your child’s immunisations.  We also provide free HPV vaccination for those aged between 9- 26 years old  We will send a recall reminder to you if vaccinations are due for your children.  This will be by a letter, a text or a phone call.  We provide flu vaccinations usually from March each year.  Everyone will benefit from having a flu vaccination.  Currently, the Ministry of Health provides funding for patients who are 65 years old or above, and for some patients who have certain chronic illnesses to have a free flu vaccination.  We also provide travel consultations and vaccinations, so if you are planning a trip to foreign countries, you can book an appointment to see our doctor. 
  2. Cervical smear and mammogram: We enrol our female patients who are eligible for the national cervical smear programme and breast screening programme unless they wish to decline.  We will send a recall to remind you if your screening is due. This will be by a letter, a text or a phone call.
  3. Cardiovascular risk assessment: We encourage patients who are at or above 45 yrs (male) or 55 yrs (female) old to come to our practice for cardiovascular risk assessment. This checks your risk of cardiovascular diseases such as stroke, heart attack and peripheral vascular disease.  For people with increased cardiovascular risk factors, we will screen as early as 35 years (male) or 45 years (female) old.  Your ethnicity and genetics can increase your risk. For example, your cardiovascular risk increases if you are Maori, Indian subcontinent, Pacific Islanders, or you have a family history of cardiovascular diseases (have a father or brother who has known heart disease diagnosed under 55 years old, mother or sister under 65 years old). Other important cardiovascular risk factors include smoking, high blood pressure, high cholesterol, obesity, diabetes or have a family history of diabetes or if you are at risk of developing diabetes. The cardiovascular consultation involves two consultations. In the first consultation, the doctor or nurse will explore your risk factors for cardiovascular diseases and arrange blood tests and a urine test.  In the second consultation, either the nurse or the doctor will explain your investigation results and discuss your cardiovascular risk and how to manage your risk factors. These may include weight management, smoking cessation, reduction of alcohol intake, healthy diet and medications as required.   
  1. Prostate cancer screening: if you are a man and over 50 years old and are concerned about the risks of prostate cancer, we encourage you to come in for a doctor’s consultation.  The doctor will discuss the risks and benefits of the current prostate cancer screening test.   
  2. Bowel cancer screening: if you are concerned about your risk of colon cancer, we encourage you to come in for a doctor’s consultation. The doctor will assess your risk and discuss colon cancer screening options with you.   

Recall  

Our medical centre keeps records of any tests, investigations, screenings or vaccinations that you may require both now and in the future.  Our nurses will contact you if you have something due. This can be done by letter, text or phone call.

Health Information 

We encourage our patients to use the following health information website which has a lot of relevant information about good health and also diseases that you may be concerned about or have been diagnosed with.  The website address is www.healthinfo.org.nz.  Another website that you can find reliable and trustworthy health information and self-care resources on is www.healthnavigator.org.nz.  Both websites focus on giving clear and consistent information.  The Ministry of Health also has a catalogue of free health resources through the website: www.healthed.govt.nz. All of these resources empower you with knowledge and understanding about your health and assist you in making informed decisions about your care.    

Privacy 

Your privacy is important to us. Should you wish to discuss any medical issues, please advise reception of this. Then the doctor or nurse can talk to you in private.   Please be aware that from the age of 16 years old, only you can request your test results UNLESS you have previously given verbal or written consent for someone else to receive them on your behalf. 

Your rights as a patient at Waimairi Road Medical Centre

As a patient at Waimairi Road Medical Centre, you have the right to be treated with respect. To have freedom from discrimination, coercion, harassment and exploitation and have the right to dignity and independence.  You are also entitled to services of an appropriate standard, effective communication, to be fully informed, make an informed choice and give informed consent, and get support. You have the right in respect of teaching or research and the right to complain.   

Complaint Process

We aim to provide excellent professional services for all patients at all times. If you have any complaints about the treatment or services we provide, we would like to know. It is best if full details of the complaint can be made in writing by yourself. Alternatively, this can be written down by a staff member.  If you make a complaint to us we will: 

  1. Let you know that we have received your complaint within five working days unless it has been resolved to your satisfaction within that time. 
  2. Let you know within the next ten working days whether or not we feel your complaint is justified. If we need more time to investigate your complaint, we will advise you of this and why more time is needed.   

Once we have made a decision regarding the acceptance or otherwise of your complaint we will: 

  • Provide you with reasons for our decision 
  • Advise you of actions we propose to take 
  • Advise you of the practice appeal procedures and your rights to complain to the Health & Disability Commissioner or the Privacy Commissioner. 

New patients 

New patients are always welcome at Waimairi Road Medical Centre.  Enrolment is free of charge.  All you have to do is to fill out our enrolment and Medical questionnaire forms, and show us your photo identification.  You may also be requested to show documents such as a passport and/or work visa to prove that you are entitled to enrolment.   

Shared care plan 

We can provide a patient centre-shared care plan for patients who have complex needs.  The plan is established by the doctor, the patient and the patient’s family to achieve the patient’s health goals.  It also includes an acute care plan which outlines what a patient needs to do in acute exacerbation of a chronic illness. We can also help to establish an advanced care plan which outlines the wishes, beliefs and values that are relevant to a patient who is facing a terminal illness. The Advanced care plan also outlines the goal of care in life threatening situations.  We will use our policies and procedures to identify patients who may benefit from the shared care plan.  If you think you will benefit from it, you can also come to see the doctor.  You can find more information about the shared care plan from the following website. 

https://www.healthnavigator.org.nz/healthy-living/self-care/care-plans-action-plans/ 

https://www.healthnavigator.org.nz/health-a-z/a/advance-care-planning/ 

Online services 

You can use ConnectMed to book an appointment, request repeat medications and view your test results.  Simply register with ConnectMed, and they will provide you with login details.  The registration can be done either at our medical centre or online.  To allow you to access test results, you will need to complete the registration at the medical centre. You can use the log in details to request your repeat prescriptions and access test results after clicking the repeat prescription and patient portal buttons respectively on the home page of our website. If you are interested in these services, please talk to our friendly receptionist.   

Fees 

Please refer to our fee schedule section

Waimairi Medical Patient Feedback

Everyone in Aotearoa New Zealand has a different background and perspective. This means that everyone is unique and has different needs, which might be different in their treatment or care. This is why filling this survey is important for us to improve our care to different diverse groups. We welcome you to give feedback by emailing us at reception@waimairi.pegaus.net.nz or by completing the online Feedback survey form: https://forms.office.com/r/y3Q4RWC2bF

Please note that this practice is contributing to, and accessing healthcare information from HealthOne –  

What is HealthOne?

HealthOne is a South Island based secure electronic record that allows registered healthcare providers directly involved in your healthcare, to quickly access information such as your test results, allergies, medications, GP summaries and hospital information. HealthOne adheres to the principles of the Privacy Act 2020 as well as the Rules set out in the Health Information Privacy Code 2020.  Access is only possible via an approved highly secure healthcare information network which is regularly audited and tested.  Privacy auditing is used to check that only those directly involved in your care are accessing your information.  To find out more about HealthOne please visit https://healthone.org.nz/.  Please note that you are entitled to restrict the sharing of your healthcare records by contacting 0508 837 872 or emailing HealthOne.privacy@pegasus.health.nz

Privacy Policy

We are committed to ensuring the privacy of our patient’s health information. We expect all staff to meet their obligations to collect, hold, use, and disclose health information in accordance with the:
Health Information Privacy Code 2020
Health (Retention of Information) Regulations 1996
Privacy Act 2020.
We have a designated privacy officer who oversees all privacy-related matters.
Our privacy officer is Helena Lau (Practice Manger).
The privacy officer is the main point of contact for privacy-related issues, which include:
-ensuring that we comply with the Privacy Act 2020, and understand our obligations and responsibilities to patients under the Act
-dealing with requests for information from individuals and third parties
-managing privacy breaches, or complaints about breaches
-ensuring staff with access to patient information have signed confidentiality agreements, and that contractors and other visitors -complete a confidentiality form
-coordinating staff privacy training.
We have systems in place to maintain confidentiality and to safeguard patient information:
A robust IT security policy, and systems designed to protect patients’ electronic health information.
Secure methods are used to transfer patient records.
Patient information is disclosed with consent, and in accordance with legislation.
Our physical environment is arranged so that health information can’t be seen or overheard.
We collect, use, and store health information in accordance with legislation.
Privacy breaches are managed appropriately, and reported to the Privacy Commissioner | Te Mana Mātāpono Matatapu, and the affected parties.
All new staff receive training about confidentiality, the Privacy Act 2020 and their corresponding obligations at the practice during their induction.