Please see below for our frequently asked questions. If you cannot find the answer to your question, please phone or send us an email or phone our reception to speak with our friendly staff. 

How will I be notified of my test results?

If your test results are abnormal, our clinical team will contact you directly. Otherwise you will be able to access your results through the the ManageMyHealth portal. We recommend downloading the mobile app as it is more convenient.

You are welcome to contact us if there are any concerns about the result or if you have not heard from us.

Please note that you can have normal results in the presence of significant illness. It is important that you contact us if your symptoms are persisting or if you develop new symptoms.

How does the complaint process work?

We aim to provide high quality, professional service for our patients at all times. If you have any complaints about the treatment or service you have received from us, we would like to know. It is best if full details of the complaint can be received in writing; if this is not possible then it should be written down by a staff member.

If you make a complaint to us 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.
  • Let you know within ten working days whether or not we feel your complaint is justified.  If we need more time to investigate your complaint, we will advise you of this and why more time is needed.

Once we have made a decision regarding the acceptance or otherwise of your complaint we will:

  • Provide you with reasons for our decision.
  • 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.

Complaints can be sent via email to pm@wecarehealth.co.nz

Do you want someone to stay with you during your appointment?

All patients are entitled to have a chaperone or support person with them for any appointment. The chaperone can be a family member, friend or a member of staff.

If you want a member of staff to accompany you during the visit, please let the receptionist know when you arrive for your appointment.

Are your grounds accessible for the sight, speech or hearing impaired?

If you have any of these impairments, please let our care concierge know when you make your appointment. Our building is accessible and we welcome you to bring your support person(s) and/or guide dog.

Interpreting New Zealand provides an interpreter for New Zealand Sign Language (see Interpreter Service).

Why should I enrol?

Enrolling is free and voluntary. If you choose not to enrol, you can still receive health services from us. Advantages of enrolling are that your visits to us will be cheaper and you will have direct access to a range of services linked to the PHO.

Why may I need to bring my passport or ID along when enrolling?

Enrolment is subject to eligibility, so we will need to check whether you are eligible to enrol. If you, or a child you are enrolling, were not born in New Zealand, you will need to bring your passport which contains the visa information to show whether you (or your child) are eligible for funded health and disability services in New Zealand.

What happens to my information?

In order to provide you with the best quality health care we need to obtain some personal information about you. We will keep this information safe to protect your privacy. To ensure we can receive government subsidies towards your health care, we need to have your name, street address, date of birth, gender and ethnicity. Without this information, we cannot apply for the government subsidies and you will then be required to pay an unsubsidised price to see the doctor. All clinical information requested from you will only be provided to other health care workers involved in your care (e.g., a specialist, hospital). Privacy and confidentiality of personal information will be maintained in compliance with the Privacy Act 1993 and the Health Information Privacy Code 1994.

What should I do if English is my second language?

If you cannot get an appointment with a doctor who speaks your first language, please ask our receptionist to book an interpreter for you when you book your appointment.

We have free access for enrolled patients to interpreter services.

This service is provided by Interpreting New Zealand (www.interpret.org.nz, ph 0508 468 377) and funded by Pegasus Health for our enrolled patients.

If you require this service, please inform the receptionist when you make your appointment.

Face-to-face interpreters usually require at least 24 hours notice.

The interpreter service is a free service to NZ citizens but you will need to book a double (30 minute) appointment your appointment will take a longer time.

What do I do if I am unable to make my appointment?

Please phone us on 03 349 8613 as soon as you know you will not make your appointment so that we can reschedule it for you and offer your original appointment to another patient.

Why won’t the doctor see me if I am more than 15 minutes late?

At WeCare, we value our patient’s time and do our best to see everyone on time. We also would like to have enough time to properly take care of your medical needs as they are really important to us. If you arrive late, you will be asked to reschedule so that you may be allocated your full appointment time to take care of your health needs.

Why does the receptionist ask me the reason for my visit?

In order for us to book the correct appointment type, WeCare care concierge will ask for the reason for your appointment. If you would prefer not to disclose your reason, please feel free to let the receptionist know.

How do I order a repeat prescription?

If you are an enrolled patient who has stable medical conditions, you may request a repeat prescription from us. Repeat prescriptions are sent directly to the pharmacy of your choice.

If you have recently enrolled with us and have not seen a doctor yet, you’ll need to make an appointment with a GP or Nurse Clinician before we can issue your prescription.

In some cases, your GP will need to see you to review your progress before a script can be given.

How to order your repeat prescription:

1)  The preferred option is to request a script through the ManageMyHealth Portal.

2) The other option is to phone us and select option 2 to leave your details, including your name date of birth, contact details, medications required and your pharmacy if you wish your script to be faxed. (there will be extra admin fee incurred if you went with the option 2.)

The standard processing time is two working days.

For the same day prescription, we must receive your request before 2 pm.