Terms & Conditions
We run appointment slots of 10-15min per person this is a short time and if you have multi-issues to discuss or assess please ensure you book enough time. You may require two appointments either back-to-back or on different days. These will be charged as two appointments.
We are a busy practice and there is always pressure to have appointments available when patients need them. Therefore, it is very important that you attend your scheduled appointment. If you are unable to attend, please contact reception as soon as possible to cancel or rearrange your appointment.
Arriving on time: We reserve the right to decline appointment to you if you arrive late for your appointment.
Missed appointments: We reserve the right to charge initial missed appointments at 50% of your normal consultation fee and for subsequent non-attendances a full consultation fee will be charged.
If you have difficulty with remembering appointments or with transport please discuss with reception and we can help to remind you. If you have a cell phone we do send out text reminder 24h prior to appointment.
We will aim to keep to time as well: Due to some unforeseen emergencies/situations this may not be the case. We do ask for your patience and we will do our best to have you seen. If you have another appointment or commitment please let the reception know as soon as possible to make an arrangement.
Accounts and payment:
Kowhai Surgery policy is accounts to be paid at time of consultation unless a previous arrangement has been made. For remote, telehealth and requested prescriptions via phone or email an invoice will be completed and a text, email or hard copy invoice will be sent out directly.
Charges will be as per our current pricing schedule. Telephone consultations will be charged out the same as a face-to-face consultation.
ACC surcharges will apply to consultations and some non-standard consumables may incur extra charges.
Extra costs will be incurred for procedures that require added resources. Smears/ Liquid Nitrogen/ steroid injections etc
Accounts will be sent out each month via email or letter for outstanding balances and an administration fee of $10.00 per month will be charged.
We aim to make payment as easy as possible by accepting the following payment options:
Same day Direct Credit payment, Account # 02-0480-0141717-00
Automatic Payments (forms available at reception, with a minimum payment of $10.00 per fortnight).
If you have problems with your ability to pay medical fees, please discuss with your Doctor or Practice Manager who will put a process in place that is clear to prevent any confusion at the front desk.
If you do not pay by the due date, we reserve the right to refer your account to a debt collection agency. This will be at the account holder’s cost. Future visits must be paid prior to seeing the Doctor.
No Abuse Policy
We are aware going to a Doctor can increase anxiety for a number of reasons. You could be unwell in pain, lack of sleep, concerned for wellbeing, anxious, financial issues, not feeling yourself, Worried about others, worried about work, frustrated with the system, plans not happening as you would expect or would like. We aim to support you in this journey with kindness and respect.
We expect that our staff to treat you with respect and that they are treated with respect. We are here to help where ever possible.
I understand the following:
Access to my health information
I have the right to access (and have corrected) my health information under Rules 6 and 7 of the Health Information Privacy Code 1994.
Visiting another GP [Not your usual Doctors Surgery]
If I visit another GP who is not my regular doctor, I will be asked for permission to share information from the visit with my regular doctor or practice.
If I have a High User Health Card or Community Services Card and I visit another GP who is not my regular doctor, he/she can make a claim for a subsidy, and the practice I am enrolled in will be informed of the date of that visit. The name of the practice I visited and the reason(s) for the visit will not be disclosed unless I give my consent.
Patient Enrolment Information
The information I have provided on the Practice Enrolment Form will be:
o held by the practice
o used by the Ministry of Health to give me a National Health Index (NHI) number, or update any changes
o sent to the PHO and Ministry of Health to obtain subsidised funding on my behalf
o 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.
Members of my health team may:
o add to my health record during any services provided to me and use that information to provide appropriate care
o share relevant health information to other health professionals who are directly involved in my care
In the case of financial audits, my health information may be reviewed by an auditor for checking a financial claim made by the practice, but only according to the terms and conditions of section 22G of the Health Act (or any subsequent applicable Act). I may be contacted by the auditor to check that services have been received. If the audit involves checking on health matters, an appropriately qualified health care practitioner will view the health records.
Health data relevant to a programme in which I am enrolled (e.g. Breast Screening, Immunisation, Diabetes) maybe sent to the PHO or the external health agency managing this programme.
Other Uses of Health Information
Health information which will not include my name but may include my National Health Index Identifier (NHI) may be used by health agencies such as the District Health Board, Ministry of Health or PHO for the following purposes, as long as it is not used or published in a way that can identify me:
o health service planning and reporting
o monitoring service quality
My health information may be used for health research, but only if this has been approved by an Ethics Committee and will not be used or published in a way that can identify me.
Except as listed above, I understand that details about my health status or the services I have received will remain confidential within the medical practice unless I give specific consent for this information to be communicated.
Attention Practice Manager
Drop in: Kowhai Surgery 10 Percy Street Warkworth
Post: Kowhai Surgery PO Box 285 Warkworth 0910
Kowhai Surgery acknowledges the rights of the patient outlined within the Health & Disability Commissioners Code of Rights. We aim to provide a high quality, professional service for all patients at all times.
This is a quality improvement tool for the service to ensure that we are providing appropriate services to our customers.
If you make a complaint to us:
We may require you to provide full details of your complaint in writing to us as soon as possible so we can fully investigate your complaint.
- We will let you know that we have received your complaint within FIVE working days unless it has been resolved to your satisfaction within that time
- Within TEN working days we will have assessed your complaint. If we need more time to investigate it further we will advise you of this
Once we have investigated your complaint we will:
- Advise you of the outcome of our investigation
- Advise you of actions we propose to take
- Advise you of the practice appeal procedures and your rights to complain to the Health & Disability Commissioner or the Privacy Commissioner.
For complaints that take some time to fully resolve we will advise you about the progress of your complaint each month.
We will provide you with all the information that Kowhai Surgery holds that is, or may be, relevant to your complaint.
Kowhai Surgery Team
IF THIS IS AN EMERGENCY PLEASE DIAL 111
PO Box 285,
Monday to Thursday
8am to 5.30pm
8am to 5pm
02 0480 0141717 00
8am to 12 noon Shared with Warkworth Medical Centre
After hours Phone Triage 24/7, call 09 425 7358