We collect and use your health information to provide care, manage your enrolment, and support health system requirements. This includes information you provide to us, as well as information we receive from other health providers and authorised organisations involved in your care. We may also receive and update your information through national health systems, including the National Health Index (NHI) and enrolment systems, to ensure your details are accurate. Further information is available in our Health Information Privacy Statement.

I intend to use this practice as my regular and on-going provider of general practice / GP / health care services.

I understand that by enrolling with Devonport Family Medicine I will be included in the enrolled population of National Hauora Coalition PHO, and my name address and other identification details will be included on the Practice, PHO, and National Enrolment Service Registers.

I understand that if I visit another health care provider where I am not enrolled, I may be charged a higher fee.

I have been given information about the benefits and implications of enrolment and the services this practice, and PHO provides along with the PHO’s name and contact details (Below).

I have read and I agree with the Health Information Privacy Statement. The information I have provided on the Enrolment Form will be used to determine eligibility to receive publicly-funded services. Information may be compared with other government agencies, but only when permitted under the Privacy Act.

I understand that information about me may also be obtained from other health providers and health information systems to support my care and maintain accurate enrolment records.

I understand that 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. I 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.

I agree to inform the practice of any changes in my contact details and entitlement and/or eligibility to be enrolled.

I have read and I agree with the Practice Policies and Procedures (Below).

I agree that the information provided in my Medical Questionnaire is accurate (Below).

Appointments & Consultation Rules
Standard GP appointments are up to 15 minutes and focus on 1–2 key concerns.

Additional charges may apply if consultations require more time.

Longer appointments are available for specific needs, including:
• Driver licence medicals
• Mirena procedures
• Six-week checks
• WINZ / ACC forms
• Insurance assessments

Full payment is expected at the time of your appointment.

Booking & Availability
Same-day appointments are not guaranteed. Availability may vary seasonally and due to GP or nurse leave. Please book routine check-ups and prescription renewals in advance.

Late Arrivals & Missed Appointments
• If you arrive up to 5 minutes late, you may still be seen
• If you arrive more than 5 minutes late, it is at the clinician’s discretion
• Charges may apply for missed appointments

Did Not Attend (DNA) Policy
A DNA (Did Not Attend) occurs when a patient does not attend a scheduled appointment or does not provide sufficient notice of cancellation. A DNA fee may apply, as the appointment time could have been offered to another patient.

• For phone or video consultations, failure to answer at the scheduled time is considered a DNA
• Phone and video consultations follow the same fees and rules as in-person appointments
• Appointment reminders are sent via SMS as a courtesy
• If you receive a confirmation for an appointment and do not recall booking, please contact us as soon as possible
• If concerns are not raised before the appointment time, a DNA fee may still apply

Communication & Responsibility
We communicate via phone, email, SMS, and Health365. Once a message has been successfully sent, it is considered delivered. Patients are encouraged to regularly check their messages and keep contact details up to date.

While we are always happy to assist where possible, the practice is unable to take responsibility for messages that are sent but not accessed or read.

Communication & Contact
Our reception team aims to answer calls promptly. There may be a short wait if assisting other patients.

General enquiries: receptionist@dfmdoctors.co.nz
Clinical questions & prescriptions: nurses@dfmdoctors.co.nz

Walk-in appointments are not accepted.

Prescription Requests
• Standard prescription requests take 48–72 business hours
• Urgent requests may incur an additional fee
• Eligibility rules apply for 12-month prescriptions
• Email requests should be sent to nurses@dfmdoctors.co.nz
• Please notify the practice of your pharmacy of choice

Patient Portal (Health365)
If you opt in, the Patient Portal allows you to:
• Request repeat prescriptions
• View lab results
• Message your care team
• View upcoming appointments

If you update your email address at any time, please notify reception.

Phone & Video Consultations
Phone and video consultations are suitable for some follow-ups, medication reviews, and mild symptoms.

Your GP may recommend an in-person visit if required. If unsure, a nurse can help advise.

Accounts & Payments
• Payment is expected on the day of your appointment
• All services incur a fee, including phone, video, and administrative requests (forms, letters, referrals, prescriptions)
• Accounts not paid within 14 days may incur a $10 late fee
• Accounts should not exceed $100 outstanding without an agreed payment plan
• Services, including online booking via Health365, may be temporarily restricted if an account remains overdue without arrangements

Payment Plans
If you are unable to pay in full, payment plans may be arranged:
• Weekly payments, or
• A lump sum followed by weekly payments

All new services must still be paid for at the time of appointment.

Referrals & Administrative Work
Fees apply when GP time is used outside a standard consultation, including:
• Private and hospital referrals
• Forms and letters
• Certificates, WINZ / ACC, insurance documentation
• Prescription requests outside a consultation

Southern Cross (Health Insurance)
We accept Southern Cross Easy-Claim for eligible services.

Please:
• Advise reception at check-in if you are a Southern Cross member
• Have your member card or app available

Please note:
• Not all services are covered
• Reception staff are unable to determine why a service may not be covered
• For clarification regarding cover, please contact Southern Cross directly

If Easy-Claim does not apply, payment is required at the time, and you may need to claim directly.

Keeping Details Updated
Please notify us if any of the following change:
• Name
• Address
• Phone or email
• Visa or eligibility status
• Next of kin / emergency contact

Patient Privacy Policy
Under New Zealand privacy and health information laws, once a patient is 16 years of age or older, they are legally treated as an adult in relation to their health information.

We cannot share any personal or medical information with anyone else without your consent. This includes (but is not limited to):
• Medical history and consultation details
• Test results and investigations
• Medications and prescriptions
• Appointment information
• Account or payment details

Unless we have legal authority or your explicit consent, we are only able to discuss your information directly with you.

If you wish to authorise another person to access your information, we require legal authority or written consent including:
• Full name of the authorised person
• Their relationship to you
• What they are allowed to access
• How long the consent applies

Zero Tolerance Policy
Aggressive, abusive, rude, or threatening behaviour toward staff will not be tolerated.

Please respect that our staff are here to assist you professionally.

The following information has been provided by National Hauora Coalition.

Purpose

• We collect, use, store, and share your health information to provide you with safe, effective, and coordinated primary health care services.
• Your health information is held securely by your general practice and may also be shared with or accessed by other health professionals involved in your care.

Access to your health information

• You have the right to access your health information and request correction of it under Rules 6 and 7 of the Health Information Privacy Code 2020.

Patient enrolment information

• The information you provide on your enrolment form will be:
• held by your general practice
• used by the Ministry of Health to assign or update your National Health Index (NHI) number
• shared with the PHO and Ministry of Health to enable funding for your care
• used to determine eligibility for publicly funded health services

Information may be matched with other government agencies where permitted under the Privacy Act 2020. Information may also be collected from other authorised sources to maintain accurate enrolment and funding records.

Collection of your health information including IPP3A information

We collect health information about you directly from you and indirectly from other providers.

We may receive your health information from:

Health service providers

• your general practice or other primary care providers
• hospitals, emergency departments, and specialist services
• laboratories and radiology providers
• after-hours and urgent care services
• allied health and community services
• shared care or electronic systems
• screening programmes

This may include results, referrals, and clinical updates.

Other agencies (where permitted by law)

• Ministry of Social Development (Work and Income NZ)
• Accident Compensation Corporation (ACC)
• Oranga Tamariki
• New Zealand Police
• employers
• insurance providers or legal representatives

Complaints

If concerns are raised, relevant information may be shared with regulators or legal advisers.

Visiting another general practice

If you visit another general practice, urgent care clinic, or after-hours provider that is not your usual practice, relevant information about your visit may be shared with your regular general practice to support continuity of care and safe treatment.

This may include clinical notes, diagnoses, test results, and treatment provided. In many cases, information sharing between health providers occurs as part of normal care processes, including electronic health systems and referral pathways. This helps ensure your health care providers have accurate and up-to-date information about your health.

If you have a High User Health Card or Community Services Card, subsidy claims may be made for eligible visits. In these cases, your enrolled practice may be informed that a subsidised visit has occurred.

Information about the specific practice visited and detailed reasons for the visit will not be shared unless this is required for your care or authorised by law, or you have given consent where appropriate.

Use of your health information by your care team

• add information to your record
• access relevant information
• share information with other providers involved in your care

This includes information received from other providers and shared systems to support continuity of care.

Health programmes

If you are enrolled in a health programme (for example immunisation, diabetes care, or screening programmes), relevant health information may be shared with the PHO or the organisation managing that programme. Information may be provided to or received from these programmes where you are enrolled or eligible to be enrolled.

Audits and funding verification

Your health information may be reviewed for audit and funding verification purposes under section 22G of the Health Act 1956 (or any replacement legislation).

Audits are conducted by authorised auditors. Where clinical review is required, it will be undertaken by appropriately qualified health professionals.

You may be contacted to confirm that services were provided.

Research

Your health information may be used for health research only where:

•         it has been approved by an ethics committee

•         it complies with privacy and ethical requirements

•         it does not identify you in published results

Other uses of health information
De-identified health information (which does not directly identify you, and may include your National Health Index number where permitted) may be used by:

• PHOs
• the Ministry of Health
• other authorised health agencies

for:

• health service planning and reporting
• service quality monitoring
• funding and performance analysis
• population health management

Confidentiality
Your health information is treated as confidential and will only be shared where necessary for your care, or where permitted or required by law.

We will not disclose your information outside of these situations without your consent.

Enrolling with General Practice

General practice provides comprehensive primary, community-based, and continuing patient-centred health care to patients enrolled with them and others who consult. General practice services include the diagnosis, management and treatment of health conditions, continuity of health care throughout the lifespan, health promotion, prevention, screening, and referral to hospital and specialists. Most general practice providers are affiliated to a PHO. The fund-holding role of PHOs allows an extended range of services to be provided across the collective of providers within a PHO.

Enrolling with a Primary Health Organisation (PHO)

What is a PHO?

Primary Health Organisations are the local structures for delivering and co-ordinating primary health care services. PHOs bring together doctors, nurses and other health professionals (such as Maori health workers, health promoters, dieticians, pharmacists, physiotherapists, mental health workers and midwives) in the community to serve the needs of their enrolled populations.

PHOs receive a set amount of funding from the government to ensure the provision of a range of health services, including visits to the doctor. Funding is based on the people enrolled with the PHO and their characteristics (e.g. age, gender, ethnicity). Funding also pays for services that help people stay healthy and services that reach out to groups in the community who are missing out on health services or who have poor health.

Benefits of Enrolling

Enrolling is free and voluntary. If you choose not to enrol you can still receive health services from a chosen GP / general practice / provider of First Level primary health care services. Advantages of enrolling are that your visits to the doctor will be cheaper and you will have direct access to a range of services linked to the PHO.

How do I enrol?

To enrol, you need to complete an Enrolment Form at the general practice of your choice. Parents can enrol children under 16 years of age, but children over 16 years need to sign their own form.

Q & A

What happens if I go to another General Practice?

You can go to another general practice or change to a new general practice at any time. If you are enrolled in a PHO through one general practice and visit another practice as a casual patient you will pay a higher fee for that visit. So if you have more than one general practice you should consider enrolling with the practice you visit most often.

What happens if the general practice changes to a new PHO?

If the general practice changes to a new PHO the practice will make this information available to you.

What happens if I am enrolled in a general practice but don’t see them very often?

If you have not received services from your general practice in a 3 year period it is likely that the practice will contact you and ask if you wish to remain with the practice. If you are not able to be contacted or do not respond your name will be taken off the Practice and PHO Enrolment Registers. You can re-enrol with the same general practice or another general practice and the affiliated PHO at a later time.

How do I know if I’m eligible for publicly funded health and disability services?

Talk to the practice staff, call 0800 855 151, or visit http://www.moh.govt.nz/eligibility and work through the Guide to Eligibility Criteria.