Appointments
Policy
Alert a clinician to triage patients with 
emergency signs or symptoms immediately, regardless of appointment availability. See also Triage .
Patients may book appointments by phone or through the patient portal.
We support and encourage patients who wish to:
- have a support person or chaperone
- use an interpreter or translation service if English is not their first language, or they are hearing impaired
- bring whānau to their appointment.
If there are no available appointments when a patient calls:
- Transfer the call immediately to a nurse for assessment if the patient has emergency signs or symptoms.
- Task a nurse to call the patient for assessment if the patient wants an appointment the same day.
- Book the next available day and time for all other appointments.
Patients with flu or other infectious disease symptoms should wait separately where possible. See Managing Infectious Patients.
Patients who have not had a consultation within the last three years are required to re-enrol.
Late arrivals, cancellations, and no-shows
What is your policy for patients who are late or don't turn up?
Patients must give at least 2 hours' notice if they are unable to attend an appointment.
We may charge a full appointment fee for a missed appointment without a valid reason.
Phone or message patients as soon as possible if they miss their appointment without contacting the practice. Advise them that they may reschedule if they wish, and let them know if there will be a charge for the missed appointment.
Patients who arrive late may be asked to rebook if the clinician is unable to see them.
Casual patients
Is the highlighting for casual patients correct?
Patients who are not enrolled at the practice must complete a casual or visitor registration form. These patients must pay at the time of their appointment.
We send casual patients' notes to their regular clinician unless they request otherwise.
Home or off-site visits
Is the highlighting for home visits correct?
All home visit requests are referred to a nurse, who triages the patient to assess their situation before organising a home visit with the doctor.
See also End-of-Life Care and Lone Workers.
Fees and costs
Patients receiving treatment or services beyond a standard consultation are informed about any costs that may apply.
Patients must pay at the time of the appointment. Clinicians do not have discretion to reduce consultation fees.
How do you let patients know about your services and fees?
We make fee information available through:
- our information brochure
- our practice website
- signage in the waiting area.
If a patient is unable to pay:
- If possible, get part-payment, or a promise to pay.
- Discuss option of setting up automatic payment for small amounts.
Appointment documents