The following are answers to the most frequently asked questions.
Do you provide home visits?
Home visits are arranged only in special circumstances. Usually, we ask patients to attend the medical centre as it is fully equipped.
Do I have to pay on the day of consultation?
Yes, our policy is to receive payment on the day of consultation. However, if you have a genuine reason for not being able to pay, then please speak to the receptionist and we can discuss alternative payment options available. In some circumstances, we may be able to access government funding rather than charging a fee.
How long is each consultation?
We like to ensure we have enough time to fully discuss and respond to your health needs. Standard 15-minute appointments are typically suitable for ONE issue or repeat prescription. If you have multiple concerns we encourage you to book a double appointment to ensure we can address the concerns adequately. Women’s health and mental health consults are usually recommended for 30-minute appointments. If you are unsure what you need to book please talk to our friendly reception team.
I don’t come to the GP often. Why can’t I spend more time to discuss all my issues?
We try to talk about and manage as much as we can in a single consultation. However, there are other people waiting so we may not be able to deal with all your issues in 1 appointment. If you have a list of things, see the above answer.
When is the best time to make an appointment?
The best time to make an appointment are usually in the morning. Mondays and Fridays are usually our busiest days. We encourage all patient to book appointments online as this will save you time.
Can I be seen urgently?
Urgent appointments will always be seen as soon as possible. We have a triage nurse who will assess the severity of your condition. Conditions that we consider urgent include uncontrollable bleeding, shortness of breath, severe chest pain, head injury, and (in the case of a child) high fever with a rash.
Why have I been waiting to be seen? My appointment was 30 minutes ago.
There are many reasons why the doctor or nurse may be running late. Unfortunately, solving your health problems is not always a simple and straightforward matter. Some people may take longer than others. The patient before you may have been very unwell with multiple complicated conditions requiring more time, which we could not foresee before the appointment. Or, we had to deal with an emergency situation. Remember, one day you may be the person who needs more time with the doctor.
Please allow plenty of time when you book your appointment. If you are pushed for time, please let the receptionist know so we can reschedule you with another doctor or organise another time.
I am only 5 minutes late. Surely this is not an issue as my doctor is always running behind?
If lots of patients attend late for their appointment your GP is then automatically running late for patients later in the day. We will also not have sufficient time to provide you with quality service. Your appointment will be rushed and things can be missed. If you arrive after your booked appointment time you will need to rebook.
Can I fit in other family members at the one appointment?
Please help us organise our time better by letting us know if you want to book in for more than one person. Trying to squeeze another person in for the same appointment will not make the consultations cheaper. You will be charged for the extra consultations. Fitting in more than one person into a single appointment is also one of the reasons that the doctor runs behind schedule. This in turn, annoys the patients who are scheduled after you.
I have been asked to come back for a follow up. Should I?
Yes. If your GP feels you should attend again to review your condition it is important to do this in case things haven’t improved, or there has been a change to your condition, or to discuss blood results and new diagnosis. If you have a condition that needs ongoing management, it is important to have follow up for this.
I camefor my sore throat. Why am I having my BP taken or asked about smoking or if I am up to date with my smears?
We try our best to look after your overall health. You may not attendthe surgery very often and it may be the only chance we get to discuss these areas which can help improve your health.
Terms and Conditions
The following Terms and Conditions apply to services provided by Casebrook Surgery to its patients:
1. Unless otherwise agreed upon, all services are expected to be paid for on the date of service. The patient is liable for any collection fees incurred in any recovery of debt.
2. A current price list is displayed in the waiting room and on the website. Prices quoted for services may be adjusted from time to time, and the customer hereby agrees to pay any such adjusted price, e.g. in instances where cost of goods increases, government surcharges increase, errors or omissions by Casebrook Surgery or its representatives. Prices include GST unless otherwise stated.
3. We reserve the right to ask for payment on arrival or a deposit (before a service is provided, to ensure payment), this may apply to:
- First appointment for new patients
- Those who have an outstanding account
- For extended appointments or specialist services
- For specifically ordered immunisations/ vaccinations
- Visitors/ Casual patients – non enrolled patients
4. Information may be requested and shared only when in lines with the Use of Health Information Statement and the privacy act. Information may be compared with other government agencies but only when permitted under the Privacy Act.
5. The Practice participates in a national survey about people’s health care experience and how their overall care is managed. Taking part is voluntary and all responses will be anonymous. The patient can decline the survey or opt out of the survey by informing the Practice. The survey provides important information that is used to improve health services.
6. Variations to the Terms and Conditions may occur from time to time.
Privacy
The information collected from patients including name and contact details is collected for the purpose of supporting a person health and wellbeing on behalf of Casebrook Surgery. You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us atinfo@casebrooksurgery.pegasus.net.nz, or033594549, or1/118A Claridges Road, Casebrook.
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
