Frequently Asked Questions

1Location and Hours
We are situated at 1131 Pukaki Street, Rotorua - just around the corner from ‘Eat Streat’ – look for the beautiful blue cottage! There is parking allocated at the front and rear of the building for patients.

We are open Monday to Friday, 8.30am to 5.00 pm. 

After hours service is provided by Lakes Prime Care in Tutanekai St, opposite the court house. Phone 07 348 1000.
2Making an Appointment
Please call our friendly reception staff to make an appointment. All appointments are for 15 minutes except for first visits which we allocate 30 minutes for to ensure we can spend time getting to know you and your health and wellness history properly. If you require 2 x 15 minute appointments after your initial appointment, you need to book and pay for 2 appointments.

Please arrive at least 5 minutes before your appointment time. You may have a short wait to see your doctor, please understand that sometimes very unwell patients need urgent care and appointments may run over at times. If you have been waiting over 30 minutes please inform the receptionist.

If for any reason you are unable to attend an appointment – please inform us at the earliest opportunity to ensure that time slot is available for other patients who may have an urgent need for care.

If you arrive more than 10 minutes late for an appointment you will be asked to re-schedule your appointment.

Please inform your doctor of all the reasons for your visit and what is most important to you. If you do not understand anything your doctor or nurse explains to you please ask them to clarify and re-explain. 

If you require an examination it is your right to request a chaperone throughout the examination – you may request a chaperone at any point during your visit.

If your first language is not English or you are hearing impaired then please let us know prior to your visit so we can arrange an interpreter to be present. 
3Email and Phone Consults 
We are able to do email and phone consultations, at a fee. We are also able to schedule a same day home visit during our lunch break or at the end of our working day, if at all possible, but there is a charge for this. Fees are displayed on our website and in our reception area,
4Keep Us Informed
 If any of your personal details change, for example your address or name or telephone details – please ensure that you inform the reception staff as soon as possible as we may need to contact you urgently.
5Repeat Prescriptions
You may request a repeat prescription by phoning the reception staff and detailing the medications needed. The reception staff will notify the nurse who will organise this for you. There is a fee associated as per our fees schedule. You may either collect the prescription from us or we can fax it to a pharmacy of your choice.
Our fees are displayed in the reception area and our website.  We request all visits be paid for at the time of the appointment. In exceptional circumstances we may arrange a payment plan with patients to ensure financial availability for medical treatment. Please, if you have problems paying your fees, please discuss this with our Practice Manager as soon as possible so a mutually beneficial agreement can be made. If an account is not paid without an arrangement, you will be sent a final request for payment letter. If no subsequent payment or arrangement is made you will be handed over to a debt collection agency for the recovery of the debt and all associated costs incurred, you may be removed from our patient register. This will affect your credit rating.

I acknowledge that payment is due on the date of the consultation unless otherwise arranged. If you are unable to pay on the day please advise us before the consultation.  

All overdue accounts may incur an administration fee.  

Overdue accounts will be referred to Global Credit Management Limited for recovery and you will be liable for the debt collection costs. Global Credit Management Limited may provide such default information to other parties not limited to credit reporting companies. Global Credit Management Limited may also load a credit default with a credit reporting company.
7Prior Medical Records
As soon as you complete your enrolment with us we automatically request your previous notes.
8Test Results
We only contact patients if a result requires further medical management or follow up. 
9Suggestions and Complaints Procedure
As a patient-centred health centre we value and welcome your input. If you have any suggestions to help us to offer a better service, please put them in writing and hand them to us at reception or feel free to email us at info@threelakesclinic.co.nz

We hope you never need to make a complaint but should you be unhappy with our service you can:

- Ask our reception staff for a complaints form which you can hand back to them at any time, or you can post it to us. - Ask for an appointment with our Practice Manager who will take a verbal complaint for you or, if you wish, write it down.

Our Practice Manager investigates and responds to ALL complaints and acts as our complaints officer.

Alternatively you can make a complaint to the following services:

- Health and Disability Advocacy Service on 0800 555050 - Health and Disability Commissioner on 0800 112233

You are welcome to bring a support person to any meetings you may have at the Health Centre.

If you have any concerns regarding our service, to please come and discuss them with us first so that we may be able to achieve a satisfactory outcome and learn from the experience. There is always learning that falls out of complaints and we welcome an opportunity to accept this learning.
10Nursing Staff
Our Nurse is available to see patients every day and has access to our GPs for further input on your healthcare. Able to arrange a further appointment on your behalf during a consult, our Nurse is available to discuss any health concerns you may have including: health checks for diabetes, asthma, cardiovascular risk assessment, cervical smears, well child, before school check, immunisations and travel vaccinations as well as advice with smoking cessation, emergency contraceptive, wart freezing with liquid Nitrogen, dietary advice for weight loss and disease management.