What are our policies around Appointments?

How do we communicate the Results of Tests?

Do we provide Repeat Prescriptions without the need to see a doctor?

Do we provide Home Visits if you are too unwell to come to the surgery?

What if you need medical attention After Hours?

What are Your Rights as a health consumer?

A standard consultation time is up to 15 minutes.

We endeavour to provide an appointment time that is convenient for you. If you are coming for a regular review such as for a repeat of your medication then it is advisable to book several days in advance.

If you are unable to keep an appointment, please cancel as soon as possible. This allows us to reallocate the appointment.

If you are ringing for an urgent appointment on the same day we will do our best to provide an appointment with your regular doctor. If this is not possible we will offer you an appointment with one of the other doctors.
We will always accommodate emergencies and urgent situations.

Although we try our best to keep to time, inevitably due to the unpredictable nature of front-line medical care, there will be times when you experience delays in seeing the doctor or nurse. Please be patient. We will endeavour to keep you informed if we are delayed.

There are some things you can do to help us keep to time:

• Arrive on time for your appointment and report to reception.
• Extra time: If you think your problem may need extra time, please advise the receptionist when you make the appointment. You will need extra time if you are coming for assessment of multiple problems or for minor surgery. Insurance, employment or immigration medical examinations also require extra time. Please inform the receptionist if the purpose of your visit is for these sorts of examinations, as we will often have the nurse see you first.
• ACC related visits: If this is the first visit to any health professional for an injury please inform reception on arrival so that an ACC45 form can be commenced prior to seeing the doctor. If you have already seen another healthcare provider for the injury please bring the ACC details including ACC45 claim number, date of injury and diagnosis.
• Completion of medical documents: If the purpose of your visit includes the completion of a medical form or certificate please read the document carefully and complete any applicable sections prior to your appointment.

We don't have a fixed rule as to how we communicate your test results to you. The method will depend on the particular circumstances of your visit. What we endeavour to do is to discuss with you at the time of your consultation what the plan is for dealing with your results - this will be documented in the consultation notes.

If the plan was for the doctor or nurse to contact you please be aware that this may not always occur immediately the results arrive as the doctor may need time to consider those results before making further decisions about ongoing management.

If you are uncertain about the plan for handling your results please phone and ask to speak with a nurse.

We encourage patients to be seen three monthly for conditions requiring regular medication. This is best practice and allows us to safely monitor your health.

In certain circumstances your doctor may agree to provide repeat prescriptions requested by phone. This will follow discussion with you and the agreed policy will be documented in your records. A request is very unlikely to be granted if you have not been seen for the relevant condition within the previous six months.

Your phone call will be put through to a nurse who will check your records and inform you whether your request is considered appropriate. Please do not be offended if you are asked to make an appointment with the doctor.

We ask that you ring the day before you intend to pick the prescription up to allow us time to process your request. Same day urgent, mailed or faxed prescriptions incur an extra charge.

A request for a prescription repeat requires a phone call - emailed requests will not be accepted.

Most problems are best handled at the surgery because of the facilities we have available here. However we understand that sometimes you may be too unwell to come to us. At these times we will come to you. Please ring and ask to speak to one of our nurses if you think you may need a home visit. A request early in the day is easier to accommodate.

After hours care is provided by EastCare Accident and Medical Clinic situated at 260 Botany Rd, Howick, Auckland Ph 277 1516

Open 24 hours and no appointment necessary.

East Care is not a General Practice and therefore not able to provide continuity of care. It is provided by the local GPs as a service to our patients for after hours care and for patients with an urgent problem who are unable to see their own doctor.

At Marina Medical we endeavour to provide a very high standard of medical care mindful of the responsibilities we have to you as a consumer. If you feel we have fallen short of these standards in any way please let us know initially by making your concerns known to either the doctor with whom you are enrolled or to our Practice Manager Cheryl Smith.

Code of Rights

For more information please visit www.hdc.org.nz

The Code of Rights establishes the rights of consumers, and the obligations and duties of providers to comply with the Code. It is a regulation under the Health and Disability Commissioner Act.