How do I enroll as a patient?

You may enroll here, by clicking the link below, please allow 7-10 business days for the processing of your enrolment.

https://familyhealthmatters.intellimed.co.nz/enrolment/new

How do I make an appointment - In Clinic or Online

The most effective way to book an appointment with your practitioner either in-clinic or online is via your Manage My Health patient portal / phone app. By booking ahead this enables you to choose a date and time in advance that best works for you. Your 20-minute appointment is suitable for 1-2 concerns. If more than 1-2 concerns or feel you require more time, please book an extended consultation.

How soon can I have an appointment?
Once you are registered, have received enrolment confirmation and we have received your notes from your previous Healthcare Provider, we will see you within 5 working days of requesting an appointment or your first appointment will be FREE. This excludes weekends and public holidays.

What if I cannot make it to my appointment?
Please phone us on (09) 9734106 or email reception@fhm.co.nz 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. See our Terms regarding our Did Not Attend (DNA) policy

Registering children

We accept enrolments from children when the enrolment is accompanied by an enrolling adult i.e. all children must enroll with a parent, guardian or caregiver.

Prescriptions & Repeats

• Getting a new prescription: To get a prescription, you’ll need to see a FHM practitioner so we can understand your medical condition and discuss your treatment options. This consult can be done online or in-clinic. Not all conditions are suitable for online diagnosis and treatment so issuing of prescriptions is at the discretion of the practitioner.

• Repeats Scripts: The most effective way of receiving your repeat medication is via your Manage My Health patient portal / phone app where your long-term medications are conveniently preloaded. Under normal circumstances please allow up to 48 hours for processing.  If urgent then these requests are required to be submitted by 11.00am on any business day for same day processing. Please be aware requests for urgent scripts are more expensive.

• 12 Month Prescriptions: We’ve had a number of questions about 12-month Prescribing. In some cases, it may be clinically appropriate to issue up to 12 months of prescriptions. However, this is not guaranteed. Eligibility depends on individual health conditions, stability of symptoms, required monitoring and the type of medication involved. Some medicines are not suitable for long-term prescribing due to safety considerations or regulatory requirements. Our clinicians will always assess each situation carefully to ensure prescribing is safe, appropriate and in line with current guidelines. If you have questions about your medication or whether 12-month prescribing may apply to you, please discuss this at your next appointment or please make a specific “12-month eligibility assessment appointment.”

How do I get my test results? Routine test results are often available within 48 hours. You should be advised at the time of your test approximately how long it should take for results to return.

• Online results: We provide free of charge your health portal to all enrolled with us you and you can access your results online, after the practitioner has reviewed them. This is our recommended process for viewing results.

•  Normal results: Please note that it is our policy, not to routinely contact patients to advise results that are normal.

•  Abnormal results: Should your results be significantly abnormal, you will be contacted by your practitioner or after the results have been reviewed. This may be by phone, email, SMS or via your health portal message

 Same day appointments for all enrolled children under the age of 5 - terms and conditions apply.
We understand that being a parent can be overwhelming, and even minor symptoms like a small scratch or a runny nose can feel concerning.

However, to ensure we can care for those who need urgent attention, our SAME-DAY appointments for children under 5 are reserved for those who are unwell with symptoms such as pain or fever. We truly appreciate your understanding as we prioritise care for the most urgent cases. Please get in touch if your child;

• Is under 3 months old and you are worried about them.

• Looks unwell and you are concerned.

• Has a fever and is unusually sleepy or irritable.

• Is not drinking or eating normally.

• Has fewer wet nappies than usual.

• Has an unusual rash.

• Is experiencing severe pain.

If you're ever unsure, please don’t hesitate to call, our team is always happy to guide you.

Healthline is available 24 hours a day, 7 days a week on 0800 611 116. Call Healthline if you need advice about a child of any age who is unwell, hurt, or has any symptoms of sickness. It's free to callers throughout New Zealand, including from a mobile phone.

Additionally, make the most of your local pharmacist. They are a wonderful source of health information and advice. Pharmacists can be your first port of call for help with a minor condition.

Do you want a support person with you during your appointment?
Do you want a support person with you during your appointment? You are entitled to support under Right 8 of the Code of Health & Disability Services Consumers’ Rights 1996. All patients have a right to a chaperone 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 please let the receptionist know when you arrive for your appointment.

Do you need an interpreter?
The interpreter service is FREE and provided at no charge to an eligible patient and there are a large number of languages available.

The use of interpreters is highly recommended; interpreting services are important to healthcare as they allow complete communication between a patient and the healthcare provider. Failing to use a competent interpreter runs a high risk of inadequate communication that could result in misdiagnosis and inappropriate treatment. Please let our medical administration team know 48 hours prior to your appointment if you require an interpreter. Consultations are for an extended time and an additional fee may apply

What is Manage My Health?
Manage My Health has made it simple and easy for you to take care of your and your family’s health, so you can live well and enjoy more of life with your friends and family. MMH now has 2 factor authentication for increased security protection

Used by most health centres, you can now access the patient portal online anytime, anywhere to connect with your clinic to book appointments, request repeat prescriptions and access your health records. Even if you don’t see your practitioner often, Manage My Health can help you stay on top of your health and wellbeing. You can use the helpful online tools to improve your health and track your progress online. It’s quick and easy to register and you will be up and running in minutes.

• Using Manage My Health for Patient Communications

• Our patient portal (MMH) is a convenient way to communicate with the clinic for simple, non-urgent matters. We respond to these within 48-72 business hours. To ensure safe and timely care, please follow the guidelines below.

• ✅ When to use MMH

• MMH is appropriate for:

  • Repeat prescriptions (non-urgent)

    • Please allow 48 for non-urgent requests

  • One simple question only relating to an immediate consultation or test result

    • For example: “Should I take iron suppliments”

• ❌ When NOT to use MMH

• Please book an appointment instead if:

  • Your concern is time-sensitive or urgent

  • A delay in our response could impact your care

  • Your issue is urgent or time-dependent

  • Your concern may require a treatment change

  • Your question would need more than a brief (1–2 sentence) response

  • Your situation is more complex and requires a detailed explanation or discussion

• Why this matters

• More complex or urgent concerns are best managed in a consultation, where we can:

  • Assess you properly

  • Answer all your questions

  • Ensure safe, well-documented care

• If you’re unsure, it’s always safest to book an appointment.

How will I know when to come for my regular checks?
Once you have enrolled with us, you will be entered into our recall system and our nurses will ensure you are reminded of your screening requirements for cervical screening, mammograms, immunisations, and other health screening.

Are you hearing impaired and require a Sign Language interpreter? What is iSign? iSign enables access and participation for Deaf people by providing professional and confidential New Zealand Sign Language (NZSL) interpreting services.

• iSign is a nationwide service enabling effective communication between Deaf and hearing people.

• iSign matches job requests with available and appropriate interpreters throughout New Zealand.

• iSign contracts more than 80 qualified interpreters who are all members of their professional body, ensuring a confidential and professional service.

• Please advise our reception is you are hearing impaired and require assistance.

How do I provide feedback?
We pride ourselves on delivering a high standard of care and service, with added warmth and kindness, to our patients, at all times. We appreciate any feedback to help us to continue to improve our services. If you are a patient of ours - we would love to hear from you - provide your feedback here; https://g.page/r/CURt2WpNFSN2EBM/review

When do you close and reopen during the Christmas/New Year period?
This year, we will be closing on Wed 23 December 2026 @ 12.00 noon and reopening on Thursday 07 January 2027 @ 8.40am. Please ensure you have your prescription request through to us NO LATER than Wed 16 December 2026. You can do this via phone, email or your Manage My Health app.

After hours information “: Our Practice Hours are 8.30am to 4.30pm Monday, Tuesday, Thursday and Friday. We are open late on Wednesdays from 8.30am - 7.00pm. We are closed on Weekends and Public Holidays.

• If you have a medical emergency or serious accident outside of these hours you should call 111 or go immediately to;

• Auckland City Hospital, Grafton, Auckland

• Alternatively, contact Healthline on 0800 611 116. Trained nurses at Healthline will advise when and if you need to see a doctor. If you need to see the GP URGENTLY outside of clinic hours, the nearest A&E in this location is at:

• White Cross, 110 Lunn Avenue, Auckland or One Health, 122 Remuera Road, Remuera.

HEALTH INFORMATION PRIVACY STATEMENT

Your privacy and confidentiality will be fully respected. The following briefly explains why we collect your information and how that information will be used. For a copy of the full Health Information Privacy Fact Sheet, please speak to reception.

Purpose

We collect your health information to provide a record of care, to help you receive quality treatment and care when you need it. We also collect your health information to help: Keep you and others safe, Plan and fund health services  Carry out authorised research, Train healthcare professionals, Prepare and publish statistics, Improve government services Confidentiality and information sharing Your privacy and the confidentiality of your information is really important to us, Your health practitioner will record relevant information from your consultation in your notes, Youth health information will be shared with others involved in your healthcare and with other agencies with your consent, or if authorised by law, You don’t have to share your health information, however, withholding it may affect the quality of care you receive. Talk to your health practitioner if you have any concerns, Your information will be kept securely to prevent unauthorised access. Information quality We’re required to keep your information accurate, up-to-date and relevant for your treatment and care. Right to access and correct You have the right to access and correct your health information. You don’t have to explain why you’re requesting that information but we may need you to provide proof of identity. You may be charged if you request a second copy of that information within 12 months. You have the right to ask for health information about you to be corrected. If your healthcare provider chooses not to change that information, you can have this noted on your file. Use of your health information Below are some examples of how your health information is used. • Family Health Matters is contracted with a Primary Health Organisation (PHO) National Hauora Coalition. The PHO may use your information for clinical and administrative purposes including obtaining subsidised funding for you. • Other agencies may use your information to provide treatment and to improve the quality of its services, such as Te Aka Whaiora (Maori Health Authority) & Te Whatu Ora (Health New Zealand), health programmes e.g. immunisation, breast and cervical screening. • A clinical audit may be conducted by a qualified health practitioner to review the quality of services provided to you. They may also view health records if the audit involves checking on health matters. • The Ministry of Health uses your demographic information to assign a unique number to you on the National Health Index (NHI). This NHI number will help identify you when you use health services. • The Ministry of Health holds health information to measure how well health services are delivered and to plan and fund future health services. Auditors may occasionally conduct financial audits of your health practitioner. The auditors may review your records and may contact you to check that you received those services. • Notification of births and deaths to the Births, Deaths and Marriages register may be performed electronically to streamline a person’s interaction with government. Research Your health information may be used in research approved by an ethics committee or when it has had identifying details removed. Research which may directly or indirectly identify you can only be published if the researcher has previously obtained your consent and the study has received ethics approval. Under the law, you are not required to give consent to the use of your health information if it’s for unpublished research or statistical purposes, or if it’s published in a way that doesn’t identify you. Complaints It’s OK to complain if you’re not happy with the way your health information is collected or used. Talk to your healthcare provider in the first instance. If you are still unhappy with the response you can call the Office of the Privacy Commission toll-free on 0800 803 909, as they can investigate this further.