FAQs

No, we are open Monday to Friday 8 am to 5.30pm.  We have partnered with Practice Plus to provide after hours health care services via telephone and video consults.  Simply phone the practice phone number and your call will be triaged by the Healthline nurse.  If a GP consult is required they will provide all of the information you need.  Fees may apply.

Yes, we are enrolling new patients (with conditions).  For example, if you are already enrolled with a GP in Hawkes Bay, we are unable to enrol you.

If you are on our patient portal MyIndici your test results will be available as soon as they have been checked by one of our clinical team. Hundreds of results come in every day, all individually checked and filed. Part of the process of checking your result is deciding the next step. Your provider makes this decision and then actions it.

Sometimes it will be a phone call from a nurse, sometimes you may need to come back for further investigations, and sometimes it may be a text saying everything is as expected. We ask that you wait until this process has been completed before contacting us for results as results may take a few days to be processed. We have a special process for managing Urgent and Abnormal results so don't worry if you haven't heard from us. If it's important or urgent, we will be in touch.

Providers are very aware of their time and do their best to keep to appointment times. Each patient has different needs, sometimes you may only need a few minutes with the doctor and sometimes a little longer than your appointment time. Each appointment is a case-by-case scenario giving each patient the attention they need and it can be difficult to know how long this will take, especially if the doctors have to look after someone urgently or liaise with the hospital before they can see you.

One day it maybe you who needs the extra time we will give you. Please let our receptionists know if you are concerned about the amount of time you have been waiting.

We understand that life can be unpredictable sometimes and you may need to change or cancel your appointment. We ask that you cancel as soon as you become aware that you are unable to make your appointment, in order to allow the opportunity for others to take your appointment slot. If you are on the MyIndici portal you can easily make and cancel appointments.

Our policy is that payment is expected at the time of your consultation unless other arrangements have been made. Sometimes there may be a delay with the charge coming through to reception as the provider is still completing notes.

We recommend for continuity of your care that if you have an ongoing condition, you see your usual provider where practical. However, this is not always possible within the timeframe you need to see them. We have an excellent team of healthcare providers that can assist you, and your  notes from that consult will be available for your normal provider.

If your regular provider is away or unavailable you can see any of the providers in our healthcare team. If you are not sure who you should see, our duty team will be happy to advise you.