Clinic Information & Hours

The clinic is open from 8 am to 8 pm.

Our GP wing is open from 9 am to 5 pm for appointments.

Walk in Clinic is open on the Urgent Care side from 8 am to 8 pm. 

Standard General Practice service is available from 8am to 6pm Weekdays. Please do not visit out of these hours for non urgent medical problems or procedures. 

After hours care starts from 6.00 pm on weekdays. There will be one doctor working after hours and please make sure you come in, only for urgent medical conditions or injuries. This will allow us to reduce delays and provide effective treatment for those who really need urgent care. We would request patients who come for chronic/long term health problems to come to the clinic during our regular times and see a regular doctor as this will allow us to provide better care and allow our standard time. Booking Appointments are encouraged to reduce waiting times. The after hour doctors will not be providing regular general practice care. They cannot complete medical certificates, discuss chronic and non urgent medical problems or will not provide excisions and routine procedures.
Weekends and public holidays operate the same way as after hours care.

Closing time

Patients arriving after 7.45pm – If the clinic is already busy and has a number of patients waiting to be seen at the clinic before it closes at 8pm, they will be triaged by the nurse and will be seen the same day if the condition is urgent, otherwise you will be asked to go to another urgent care clinic or hospital ED or will be asked to come back the next day.

WHEN THIS CLINIC IS CLOSED –  YOU CAN SEEK MEDICAL HELP AT:

White Cross Ascot hospital, Greenlane East Road  (Open 24 hours)

Auckland  Hospital, Emergency Department,  Park Road, Grafton  (Open 24 hours)   (For Adults)

Starship Children’s, Hospital, Park Road Grafton  (Open 24 hours)   (For Children)

 In an emergency call   111

We welcome patients to enrol at our clinic. You can decide which doctor you want to see. We recommend to see the same doctor when possible for continuity of care.

Enrollment is free and easy, please visit our enrolment page and our low patient fees
The enrolment funding will expire in 3 years, if you haven’t visited the doctor during the time. You will need to re-enrol by informing reception. You will be reminded of this by a text or letter.

Any patent who is not a regular patient of the clinic and who is enrolled elsewhere is considered as a casual patient. If it is your first visit to the clinic you will be asked to fill in a casual patient registration form. This is not an enrolment. We will not request you to enrol at our clinic if you re already registered at another clinic, unless you wish to do so.

The fees for casual patients are different/higher as the clinic does not receive government funding for providing services.
You will still be registered at your own GP and attending your GP will have a lower cost.

Additional services fees apply for all extra services and consumables.
(See full fees guide)

You will be informed of the cost before the visit and should pay upfront. Additional fees to be paid later. Charges are per visit per maximum 15 min consult, additional charges or re visit charges will apply.

If you wish to enrol in the clinic the same day. You should provide a valid identification document (as required by PHO) and filling an enrolment form. Lower fees will apply after 5 working days if eligibility is confirmed within that time..

Separate charges apply for ACC/Maternity visits – The doctor decides whether the visit is directly related to an injury / Maternity –  whether it is directly pregnancy related. (Having a general illness during pregnancy is not a maternity visit unless there are concerns to the pregnancy. You should consult your midwife before visiting the clinic)

Please inform the reception if you have:

• Chest pain
• Shortness of breath
• Severe pain
• Very high fever with rash
• A seizure
• Severe bleeding
• Confusion (Sudden change in mental status)
• Allergic reactions with swelling and shortness of breath
• Unwell children who are under 1 year old.
• Signs of a stroke – Sudden changes to balance/weakness in face/arm/leg, slurring of speech
• Sudden visual loss

You will be triaged by a nurse first, before you see a doctor. The clinic is equipped with facilities to deal with emergency
medical conditions.

We encourage making an appointment to reduce waiting time and for better patient care.

You can request to see a doctor or request a female doctor if required during day time hours (before 6 pm), but the waiting time could be longer when done so. Their first priority goes into seeing appointments if the doctor already have appointments. We aim to see walk in patients within 45 minutes although it can take longer on some days. You have an option to join the walk in queue from home for a virtual consultation.

Children under 16yrs should accompany an adult.

If there is a hearing difficulty, you can arrange an interpreter, or come with a bystander. An interpreter could be organised
at Interpreting NZ.

You can request for a bystander or bring in a support person.

We will require to have a nurse with us in certain examination procedures.

There are 3 waiting rooms, please inform the reception which waiting room you are in (Back waiting room, GP Wing, Main Waiting room).

If your name hasn’t been called after 30min please check with the receptionist.

Receptionists can give you an idea on the approximate waiting time, But this may change depending on availability of doctors, their appointments and also emergencies and urgent visits which will be seen in a higher priority.

We aim to see walk-in patients within 45 minutes, but this can vary depending on many factors.

Please check in at the reception and let the reception know whether there is an appointment or not and whether the condition is a medical related or an Injury (ACC).

You can let the reception know whether you have any special requests. eg: female doctor, translator, bystander.

Please inform the reception if you have a life threatening emergency as specified above.

Please update your contact details at the reception if you’ve changed them recently.

Please make sure you’ve paid all outstanding bills

The doctors have wide range of skills and some doctors have a special interest on certain procedures. Please talk to the reception before you book for a procedure/special test. eg:

• Fracture Management
• Skin Cancer diagnosis / Dermoscopy
• Steroid injections
• Contraception – Jadelle, IUD, Mirena
• Skin Surgery / Skin Excisions

Inform over the phone that you are in the car. Please update your contact details and way to contact you back. You can wait in the car and wait to be called.  If you are in the clinic then please where a mask. Have safe distance from others. You could inform one of the staff about your problem so we can take necessary precautions.

Nurses will see you before you see the doctor, especially in the walk in clinic/urgent care side. They will get a basic history of the illness and do basic readings, so it will be easier for the doctor. This will also allow us to prioritise and certain patients can be seen sooner. Some nurses (Nurse prescriber) will be able to prescribe medications for simple straight forward medical conditions without needing to see a doctor. This will save time for the patient and the doctor. The nurse prescribers are qualified to prescribe as they have undergone training and supervision to be able to safely prescribe.

If you are a casual patient, notes and results are sent back to your Enrolled clinic/GP the next day, We will ask who your family doctor is and whether you wish the notes to be sent to your own GP. Please let us know if you wish not to send the notes to your GP.

We accept cash, eftpos, credit cards, direct debits. You can view your balance online and pay.

Our normal policy is the payment to be made at the time of consultation. If an account is not paid and no arrangements have been made with the Practice manager, these accounts will be passed on to a debt collection agency. All costs incurred with this are passed on to the patient via the collection agency. An administration fee will be added to the account.

All casual (Non enrolled patients should pay before consultation and any additional fees to be paid after.

Overdue accounts – Please pay at once online or at reception Or setup an automatic payment. Please visit our payments page.

• Write down the list of problems
• Discuss the most important problems first
• Having double appointment if you have multiple problems
• Bring names of medications taken, names of doctors seen, other reports etc. If requesting a regular medication
  – doses and names
• Interpreter if necessary
• Seeing the nurse for triage if possible
• Bystander or interpreter if language difficulty or hearing difficulty.

Avoid wandering in corridor unnecessarily and avoid reading patient slips which are kept in the rack
Guide dogs are welcome but no other pets allowed.

Turn your phone in the silent mode while in consultation and avoid unnecessary phone calls to avoid delays/save doctors time.

Toilets – 3 separate toilets are available with 2 disability access toilets.

Fire alarm and evacuation – Follow instructions from staff when there is a fire alarm. The meeting point is at the carpark.

We like to hear your feedback and  we take complaints seriously. You can fill in a feedback form at the reception and put it in the feedback box, talk to the Practice Manager, or click here. For complaints please click here.

For Further information you can visit www.hdc.org.nz (Health and Disability Commissioner)like to hear your feedback

We are obliged by the Privacy Act to have secure computer records and backups, and confidentiality agreements with our staff. We also securely dispose of health information that is no longer required.

We do not give out medical information over the phone.

We do not discuss your medical details with your family members unless you have given us specific instructions.

Please update us of any changes to your name, address, contact details, email address. This is specially important when we make referrals to specialist clinics and also if you are waiting for clinic appointments. This will also affect your funding status for certain treatments.

ACCs no fault cover scheme covers everyone (Children, Visitors, Unemployed, retired or working) who are injured in an accident in New Zealand

Injuries that are covered include:

• Fractures / Abrasions / Bruises / Soft tissue injuries / Sprains
• Insect bites / Animal and Human Bites
• Sexual violence
• Concussion
• Dental injuries
• Hearing loss due to trauma (Work related or barotrauma)
• Work related gradual process injury
• Mental injury caused by a physical injury / witnessing   or experiencing traumatic situation at work
• Foreign body in orifice – nose, ear, throat (Only if the object caused physical damage to the area)
• Treatment related injury
• Exposure / Poisoning / Burn with water, gas, chemical or metal etc. (Sun burn is not usually covered)
• Homicide / Suicide / death due to work related disease / Treatment related