Hours

Monday to Friday: 8am – 6pm
Saturday: 9am – 11am
Closed Public Holidays

Saturday Mornings

The surgery is open from 9am-11am every Saturday except over long weekends and in January. This is to provide urgent consults and dressings only. We do not have nurse cover on Saturday mornings and therefore do not provide routine nurse care.

Please note, Dr John McCartie now does see patients on a Saturday.

After Hours

When you call our telephone number after hours you will automatically be transferred through to the Procare After Hours Call Centre. A registered nurse will answer your call and any questions you have. They can direct you to after-hours medical services and they are also able to inform us of your consultation details if you wish.

Repeat Prescriptions

All requests for routine repeat prescriptions must be received by the doctor in writing, either via our online system, by email (reception@aucklandfamily.co.nz), by fax (09 524 5230) or a hand written note. Please provide clear instructions as to which medications you require, including strength and number. Please also indicate whether you wish to collect the prescription, have it faxed to your pharmacy, or mailed to your home.

Please note you need to allow 24 hours notice for prescriptions to be processed, and if ordered on a Friday, they will not be available until the next working day (usually Monday unless a public holiday).

If you are on regular medication, your doctor will need to check you at regular intervals to ensure that the medication is doing its job. We will let you know when you need to come in to be checked.

Enrolled patients can request a repeat prescription online

Immunisations

These are coordinated by our practice nurses. For travel vaccinations our nurse will need a copy of your itinerary showing travel dates and places to be visited. This is required in advance so that the exact vaccine or anti-malarials can be confirmed. Patients are required to stay in the surgery for 20 minutes following the vaccination in case of an adverse reaction.

Phone Advice

It is not always safe or practical to give medical advice over the phone. However, our nurses are available by phone and can offer initial advice on what to do or can refer the matter to your doctor. If your call is of an urgent nature please advise the receptionist at the outset and you will be transferred directly to a nurse. Our after hours phone line is also manned by a registered nurse so you can phone us 24 hours a day, 7 days a week.

Test Results

Unfortunately we are not able to contact everyone regarding their test results, therefore we do not routinely do so if the results are normal. However, if you have a significant abnormal result, we will always endeavour to contact you. It is important that you keep all contact details updated with reception so we can make contact. If results are of a critical nature, and you haven’t heard back from us, please ring to check with one of the nurses, but be aware that results can take up to a week to come back. Please note that the nurses are not qualified to interpret results in details so in some circumstances you may need to make an appointment with your doctor to have your results explained.

Recall Systems

We operate an electronic recall system for when immunisations, smear tests, mammograms, prostate checks and other assessments are due. You will receive a letter in the mail, or a text message (if you have ticked this on your enrolment form) to let you know what is due and when. Please ensure that we have up to date address information for this to happen efficiently.

Sickness Certificates

A sickness or ACC off work certificate is a legal document. To have a certificate issued for an employer or WINZ you must be seen by a doctor, preferably on the day of your illness.

Home visits

Medical services are always provided more thoroughly, safely and efficiently at the doctor’s office, however, home visits may be arranged at the doctor’s discretion for established patients of the practice if they are incapacitated and unable to come in. Home visits cannot be done during booked surgery hours. If you need urgent medical attention and are unable to come into the surgery, please phone 111 for an ambulance.

Feedback

We welcome your feedback as we strive to improve our service to you. If you have any comments on how we can improve, we are most interested to hear from you. A suggestion box is located in the waiting room for this purpose. Should you have any serious concerns or complaints, please ask to speak to our Complaints Officer who is the Practice Manager. We take complaints very seriously and have a formal process for dealing with them that will be explained to you.