FAQs

Answers to all your frequently asked questions

Where is Westend Medical?

Westend Medical is at 227 Old Taupo Road, Rotorua

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Where can I park?

There is a patient carpark at the front of the medical centre and pharmacy.

Are there services available for someone who needs mobility parking?

Westend Medical has dedicated mobiliy parking outfront of the medical centre/pharmacy building with an accessible ramp if needed.

Can you provide a wheel chair if needed?

Yes, we have two wheelchairs available for onsite use only. Please let us know when you are booking if this is required.

Do you have specialist seating in the waiting room?

Yes, we have a raised chair in the waiting room and if requested at the time of booking additional seating can be arranged in a clinical room.

Do you have specialist examination couches?

Yes, we have ‘high/low’ couches that can be raised and lowered. Please advise at the time of booking if needed.

Who will I see if my usual doctor is away?

We provide continuity of care within our practice regardless of which doctor you see. If you need an appointment when your usual doctor is not available, let us know which alternative doctor you wish to see.

Can I bring a family member or friend into the consultation when I come to the doctor or nurse?

Yes, we encourage all our patients to bring a support person with them to their appointment.

What do I do if I need to see the doctor urgently and there are no appointments available?

If a patient requests an urgent appointment on the day and there are no appointments available, the receptionist will put the call through to the nurse for triaging. If it is a medical emergency, please call 111 immediately.

What do I do after hours, on a public holiday or weekend and Westend Medical is closed?

If you need urgent help, please call 111 immediately. Lakes Prime Care is the afterhours medical centre (07 3481000) or go to the emergency department at the Rotorua Hospital (07 3481199)

Why do I have to see the doctor to get a repeat prescription?

At times you maybe required to see either the doctor or nurse before your repeat prescription is released. This is usually if you haven’t seen the doctor for a while or you need an annual review of your medication. The doctor will review your progress and ensure the medication and dose is still appropriate.

Why do I have to pay for a repeat prescription or a referral letter?

Each time the doctor writes to another medical provider, or writes a repeat prescription, they need to review your file, review medical history and consider what information is required and whether this information is still current for your request.

The payment for this pays for the doctor or nurse time plus the administration tasks.

A thoroughly written referral letter can make all the difference to the priority given to the referral by the hospital and or specialist consultant.

How do I find out about my blood, Xray or other test results?

Please call the dedicated test result phone line and leave a message seven to ten days after your test. A nurse will call you back that day. You can speak with one of our reception team. Sometimes the doctor may wish to discuss the result with you. In this instance the nurse will arrange an apppointment time for you.

Will my doctor talk about me and my medical information to anyone else (family, ACC, insurance company)?

The medical practice staff and doctors are governed by the Health Information and Privacy Code.
The code requires us to verify that we have a signed approval by you to release information prior to releasing it to another person or provider.

When you sign your ACC or Insurance form, check whether the form gives the party persmission to request additional information to that disclosed on the orginal form from your medical practice.

We may contact you to ask if you are happy for us to release information requested by another provider. If you have concerns about this, please discuss this when we call or perhaps ask us to wait until you make an appointment with your doctor to discuss the request.

For more information on privacy related issues and your rights, contact: www.privacy.org.nz

What should I do if I am unhappy about something that happened at the medical centre?

Please don’t hesitate to call and ask to talk with the Practice Manager about your concerns.

You may also prefer to write to the Practice Manager with your complaint, including as much detail as you can.

We have obligations under the Health & Disability Act to respond to your concern or complaint. A link to the Health and Disability website with information outlining our obligations:
www.hdc.org.nz and local health advocates is available on
www.advocacy.hdc.nz

Who is our Primary Healthcare organisation (PHO)?

Rotorua Area Primary Health Services (RAPHS) is a Primary Health Care Clinical Service Group to which Rotorua people can turn for information on all aspects of health care
Phone (07) 349 3563 or visit www.raphs.org.nz

Do you have Patient Surveys?

Our practice participates in National and In-house surveys. This is to help find out about your healthcare experience and how your overall care is being managed. Taking part is voluntary. You can choose to say no. Your responses will be anonymous and your privacy respected and protected. For further information, please ask one of our reception team.

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