Frequently Asked Questions

Here are some frequently asked questions and their answers. Click on a question to reveal the answer. If you have a question that we have not answered here, please use our Contact Page to ask us and we will get back to you as soon as possible.

FAQs

What do I do if I am not happy about the treatment I receive?

What do I do if I am not happy about the treatment I receive? 

There are certain rights that you have as a patient and they are detailed here in the Patient Rights brochure.  If you feel unhappy about your experience please provide us with feedback by completing the form here.

What should I do if English is my second language?

What should I do if English is my second language?

If you cannot get an appointment with a doctor who speaks your first language then please ask the receptionist to book an interpreter for you when you book your appointment. 

The interpreter service is a free service to NZ citizens but you will need to book a double (30 minute) appointment as this service makes the appointment take longer.  

How do I get my test results? ?

How do I get my test results? 

Usually the doctor or nurse will only contact you if there is a concern. You may also receive a text confirming that your results are back and any action that is required.   You may still phone the nurse if you would like to discuss your results.  

Please advise your doctor at the time of your consultation if you would like to be informed of your results, even if they are normal.

If you are registered with Health365 (our online patient portal) you can see your current and past lab results, including any comments from your doctor, once they are received by us.  If you are not registered with Health365 yet, please see our receptionist when you are next at the practice and ask to be registered.  There is no cost and all you require is a current email address.  For more information on Health365, please click here.

Expect results for blood and urine tests to take a couple of days, and up to a week for smears and the results of skin biopsies.

Advice on when to bring your child to the doctor

Bring your child to the doctor, or attend the hospital emergency department, if your child:

  • seems more unwell
  • becomes unusually sleepy or is difficult to wake
  • has trouble breathing (is struggling to breath or breathing is fast or noisy)
  • has ongoing vomiting
  • is irritable and is not wanting to be held
  • complains of a stiff neck or light hurting eyes
  • has an unusual rash
  • has trouble drinking, or feeding
  • is not weeing as normal (for babies, their nappies remain dry or there are fewer than three wet nappies in 24 hours)
  • is in pain
  • doesn't seem to be improving or you are concerned for any reason
  • has fever more than 5 days
    • Fever may be an indication to bring your child to the doctor for examination.
    • Fever can help the body fight an infection, but it can also make your child feel uncomfortable.
    • If your child has a fever but is happy, you do not need to treat the fever.
    • If your child feels unwell with fever, you can treat with Paracetamol at the correct dose every 4-6 hours maximum 4 doses in 24 hours.

For after hours advice phone 477 3700

In case of an emergency please phone 111 for an ambulance

Why Do I Need to See a Doctor for a Repeat Prescription?

Why Do I Need to See a Doctor for a Repeat Prescription?

We are happy to provide repeat prescriptions to enrolled patients for certain stable conditions.

Why you need to see the Doctor

The nurse may ask that you come in to see the doctor before a script is given, so the doctor can review your progress and help you improve your health. It is the prescribing doctor's responsibility to ensure that the medications are appropriate for your condition and that you understand any risks associated with the drug.  For this reason there is maximum of 90 days medication that can be supplied on a prescription for most drugs.  In addition there are restrictions, particular to the drug, on the number of repeat prescriptions that can be written without a personal consultation.

Please note all patients receiving long term medication will need at least one annual medical review by their doctor, most will need a medical review six monthly and some three monthly or even monthly. Please discuss the frequency of your medical reviews with your doctor.

Why there is a charge for a repeat scripts

A repeat script is not just an administration process where the script is printed off the computer. For each script a doctor must review your medical record and consider the appropriateness of the medication prior to writing the script. 

There is an additional charge for scripts faxed to your pharmacy. Different fees apply to each age group and enrolled status so please ask at reception or refer to the General Practice Service & Price Schedule.

How to organize a repeat script

Please allow us enough time for repeat prescription requests to be processed and for the doctor to consider your medical situation.

To request a repeat prescription either phone 09 477 3700 or email scripts@apollomedical.co.nz

You need to provide your name, date of birth, contact number, and the medications required. We will notify you if a consultation with your doctor is required. If you do not hear from us your prescription will be ready for you to collect three working days after your request is received.

What if I have moved house or my details have changed?

What if I have moved house or my details have changed? 

Please let us know as soon as possible if your details have changed.  You can click here to advise us of the new details or telephone us on 477-3700

Why there is a surcharge for ACC covered medical care?

Why there is a surcharge for ACC covered medical care?

The accident compensation scheme provides comprehensive, no-fault personal injury cover for all New Zealand residents and visitors to New Zealand. This cover includes a contribution to the cost of primary care, but it does not meet all the costs.

  • The ACC surcharge is the same as the standard general medical fee which is charged to all patients fourteen years and over for the consultation with the doctor at Apollo Medical.
  • The same surcharge applies to all subsequent consultations with the doctor. 
  • There is a surcharge for consultations with the nurse for dressings
  • There is no surcharge for children under fourteen years for ACC consultations. 

How is the ACC claim filed

The doctor fills in your accident claim from for you and sends it electronically to ACC.

What happens if ACC reject the claim

Your ACC claim is an insurance claim and it is the prerogative of the ACC to approve or reject your claim. If your claim is rejected you will be invoiced for the difference between the ACC surcharge and the fee for a medical consultation according to whether you are an enrolled patient or not. 

What if I need Long Term Condition Medication (a repeat prescription)?

What if I need Long Term Medication (a repeat prescription)?  

 

Long Term Condition Medication Management (Repeat Prescriptions)

The Apollo Medical Centre Long Term Condition Medication Management Process is based on researched safe practice. It is designed to ensure that you, and all our patients, receive the most appropriate treatment and are given the best advice in order to optimize your health and wellbeing.

You will need to see your doctor at LEAST every six months, for a Long Term Condition Medication Review Consultation.  This consultation will provide you with an opportunity to update your doctor on your condition and where appropriate have a physical examination. Specific tests may also be advised. Your doctor will be able to identify any new risk factors or contra- indications to your medication and provide you with the best possible treatment.

 This is an important consultation.

Please note that if you want to discuss additional concerns with your doctor you may need to book a double consultation time.  The fee for a double consultation is less than the cost of two separate appointments.

 Process for requesting a repeat prescription  between Long Term Condition Medication Review Consultations

If your GP has advised  that your review appointment is appropriate every 6 months rather than every 3 months  then:

You can request a repeat prescription by sending a request through our patient portal Health365. We are highly recommending patients to register with, and use our patient portal Health365 to request their repeat prescriptions.   Alternatively you can always phone the receptionist on 09 4773700. You will need to provide your name date of birth, contact phone number and the medications you require.

You will be notified by the nurse if you are required to book a Long Term Condition Medication Review Consultation with your GP.  Please alert the nurse if you require your medication before you can see your doctor for this consultation. You may need a consultation with a different doctor or your doctor may be prepared to write script in advance of you seeing him or her. If this is the case you will need to book an appointment with your doctor within 1 to 2 weeks . 

If you are eligible for a repeat prescription it will be available for you to collect within three weekdays from when you made the request.

Please click here to see the cost of your repeat prescription.

What happens to my information?

What happens to my information?

In order to provide you with the best quality health care we need to obtain some personal information about you.  We will keep this information safe and protect your privacy. 

To ensure we can receive government subsidies towards your health care we need to have your name, street address, date of birth, gender and ethnicity.  Without this information, we cannot apply for the government subsidies and you will then be required to pay an unsubsidized price to see the doctor.  

All clinical information requested from you will only be provided to other health care workers involved in your care (e.g., a specialist, hospital).  

Privacy and confidentiality of personal information will be maintained in compliance with the Privacy Act 1993 and the Health Information Privacy Code 1994.

What if I cannot make my appointment?

What if I cannot make my appointment? 

Please phone us on 477-3700 as soon as you know you will not make your appointment time/day so that we can reschedule it for you and offer your original appointment to another patient.

How to get the most out of your Doctors appointment

The standard appointment time with a doctor is 15 minutes. This is a short time for you to explain your problems and for the doctor to examine you and decide on a treatment plan. If you feel 15 minutes is not enough time to discuss all your concerns you may be best to book a double appointment with your doctor.

Here are some hints for getting the most out of your time with the doctor;

  1. Try and see a regular doctor- if your regular doctor does not work at times you want to see them, or has limited availability, consider building a relationship with a new doctor.
  2. If you have a complex problem or you need a procedure let the receptionist know so that they can book you a double appointment
  3. Be realistic about what you expect to cover in 15 minutes- your concerns are important so book sufficient time with the doctor so that he/she can give them due consideration
  4. Be on time- if you are more than 7 minutes late you may be asked to reschedule your appointment
  5. Think about the main problem / goal you want dealt with at this appointment
  6. Keep on target- don't chat about stubbing your toe at High School if you are there to talk about your chest pain
  7. Ask about the treatment- the risks and benefits, the side effects- what you have to look out for
  8. Make sure that you understand what the doctor tells you. You may want to bring someone with you or you may like to write some notes
How will I know when to come for my regular checks?

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, diabetes checks, weight assessments, blood pressure checks, and other health screening.

How long do I have with the Doctor?

How long do I have with the Doctor? 

The standard consultation time is 15 minutes. If you feel that you need more time, please let the receptionist know so that a double appointment can be booked. 

If there is more than one of you coming together, please book two separate appointments so the doctor has time to cover each of your issues adequately.


Chinese

意外伤赔偿外诊费

(Surcharge for Consultation Covered by ACC)

为什么有意外伤赔偿外诊费?

新西兰政府提供对所有新西兰人及旅游者的意外伤的赔偿。
其中一部分补贴给家庭医生,但是不能包括全部治疗费用。

  • 6岁以上在Apollo医疗中心看意外伤的病人须付基本 $41诊费。
  • $41 是看医生的费用。
  • 看护士来换药是免费的。
  • Apollo 医疗中心致力于儿童的健康,所以6岁以下的孩子意外伤就诊免费。

怎么申请意外伤赔偿?

            医生会帮你填申请表并电邮到ACC.

如果申请被拒绝,怎么办?

                你的意外伤赔偿申请是一种保险申请。ACC 有特权来批准或拒绝。若你的申请被拒,                                       你将要付应付的所有诊费减去你已付的基本费$41。诊费根据你是否在我们这里注册有不同。

为什么你需要看医生来开重复处方?

我们很兴对在我们中心注册的有稳定病情的病人提供重复处方服务

为么你为此看医生呢

护士会在你要重复处方前要你来复诊好让 医生可以评估你的病情进展和帮助你改善你的健'处方的医生的责任来保证你的药合你的病情并且你'任何此药的副作用因此对于多数的药张处方有90天的'量对于'要看医生的重复处方次数''制
注意有慢疾病的病人至少须要年看次医生多数人六月甚至三月看次医生

为么拿重复处'要'

重复处方不仅仅从电脑里'印出来的对每处方医生都要再次重看病历来合的药物和量后慎重出的
对处方和要传真到药房的处方要另加费用不同年龄组和否注册的病人的费用不同以询问前台服务或查看目表

么来要重复处方呢

我们足够时间来申和完成重复处方和医生时间来你的病情

申重复处方打电话到094773680或电到 sripts@apollohealth.co.nz

你要提供你的名出生日期联系电话药物果你要看医生我们会知你在我们收到你的申后两作日后你若没接到任何我们的电话你可以来领处方了

处方

若你在两天内要处方你有可能要看医生你可以向前台服务申若在下午1前申的处方可以在当天下午6后来取下午1后申的处方在第二天取

最大程度的利用好你的就诊时间

(Making the Most from Your Appointment with Your Doctor)

标准的基本就诊时间是15 分钟。这个短暂时间是给你来向医生表明病情,医生检查和制定治疗计划的。如果你觉得15分钟不够来讨论你的问题,请你预约双倍就诊时间。

就医小帖士:

  • 尽可能看你的注册家庭医生---如果你的家医不在或很忙,请考虑换新的家庭医生。
  • 如果你有复杂的问题或长的治疗过程,请告知前台服务员预约双倍就诊时间。
  •  
  • 请你用合理的时间来讲明病情,医生才好给与恰当的治疗。
  •  
  • 请准是就诊---若迟到7 分钟,你可能需要重新预约时间。
  • 准确---不要在你看胸痛时来讲论高中时脚趾受伤。
  •  
  • 请向医生询问你的治疗方案及风险和好处,以及注意事项。
  • 请完全理解医生告诉你的话,你可能须要带帮手或写下来。

Korean

반복처방전을 받을 시 의사를 방문해야 하는 이유

Why You Need to See a Doctor for a Repeat Prescription (Script)

저희 아폴로 메디컬은 등록된 환자분들께 일부 의료 상태를 위한 반복처방전을 처방해드립니다.

반복처방전을 받을 시 의사 진료가 왜 필요한가요?
처방전을 준비해드리기 전에 환자분의 현 건강 상태를 검진하기 위해 의사 진료를 권해드릴 수 있습니다. 환자분의 상태에 따라 적합한 처방약을 처방해드리는 것과 주의사항을 설명해드리는 것은 의사의 책임입니다. 이러한 이유로 대부분의 처방약에는 최고 90일의 복용 기간 제한이 있습니다. 이외에도 처방약에 따라 의사를 만나지 않고 받을 수 있는 반복처방전의 개수에도 제한이 있을 수 있습니다.
장기 약물 치료를 받는 모든 환자분들이 적어도 1년에 한 번은 의사 진료를 통해 검진을 받으셔야 하며, 환자분의 상태에 따라 매달, 또는 3개월, 6개월에 한 번 의사 진료가 필요할 수 있는 점은 유의하시기 바랍니다. 얼마나 자주 진료가 필요한지는 주치의와 상담해주세요.

반복처방전은 왜 비용이 드나요?
반복처방전은 컴퓨터에서 바로 인쇄해서 드릴 수 있는 간단한 절차가 아닙니다. 각 처방전마다 의사가 환자분의 진료기록을 확인하고 처방약의 적합함을 검토해야 합니다.
또한 긴급처방전과 약국으로 fax되는 처방전을 받기 위해선 비용 추가가 있으며, 각 연년 층 및 환자분의 등록 상태에 따라 다른 비용이 적용되니 접수처에 직접 문의하시거나 General Practice Service & Price Schedule 책자를 참조해주세요.

반복처방전을 신청하는 방법
처방전을 신청하실 시에는 절차 진행시간 및 환자분의 진료기록을 의사가 확인하는 시간을 충분히 허용하셔서 신청하시기 바랍니다.
반복처방전을 신청하실 분은 09 477 3680으로 전화 주시거나 scripts@apollohealth.co.nz으로 이메일을 보내주세요.
신청 시 환자분의 성함, 생년월일, 연락처, 그리고 필요하신 처방약을 써주시면 됩니다. 처방전을 받기 전 의사 진료가 필요하신 경우 미리 연락을 드리겠습니다. 저희로부터 별다른 연락이 없을 경우 처방전은 접수일로부터 평일 이틀 후 찾으러 오시면 됩니다.

긴급처방전의 경우
평일 이틀 내에 처방약이 필요하신 경우 긴급처방전 (urgent script)를 신청해야 하며 의사 진료가 필요할 수 있습니다. 긴급처방전은 접수담당에게 문의해 신청할 수 있습니다. 오후 1시 전에 접수된 처방전은 당일 오후 6시 이후에 받아가시면 됩니다. 오후 1시 이후 접수된 처방전은 다음 날 받으러 오셔야 합니다.

자녀분에게 의사진료가 필요할 경우

(When to Bring Your Child to the Doctor)
열은 아이에게 의사진료가 필요하다는 표시일 수도 있습니다.
열은 신체가 질병과 싸우는데 도움이 되기도 합니다. 하지만, 열은 또한 아이를 불편하게 만들기도 합니다. 만약에 자녀분에게 열이나지만 다른증상 없이 잘 논다면, 열을 치료할 필요는 없습니다. 그러나 자녀분이 열을 동반함과 동시에 아프다면, 아이에게 알맞은 복용양의 파라세타몰(Paracetamol)을 4-6시간 간격으로 하루에 최고 4번을 먹이셔서 열을 내릴 수도 있습니다.
자녀분에게 아래와 같은 증상이 있는경우, 의사 또는 병원 응급실로 데려가시기바랍니다.
아이의 증세가 더 악화됐을경우
아이가 잠을 이상하게 많이 자거나 또는 잘 깨어나지 않을경우
호흡곤란 ( 아이가 숨 쉬기 힘들어 하거나 숨을 소리내면서 빨리쉴때)
아이에게 쿠토증상이 지속될경우
아이가 짜증을 내거나 안겨있기를 원하지 않을경우
아이가 목이 뻣뻣한 증상을 보이거나 빛을 볼때 눈이 아프다고 할 경우
아이게게 보기드문 두드러기가 생겼을 경우
아이가 음식을 먹거나 음료를 마시기 힘들어 할 경우
아이의 소변이 정상적이지 않을 경우 (소아의 경우 기저귀가 젖지 않거나 24시간 이내에 기저기를 세장 이하로 적실경우)
아이가 통증을 호소 할 경우
열이 5일이상 지속 될 경우
아이의 상태가 호전되지 않거나 걱정이 될 경우

진료시간 이후 조언 또는 상담을 원하신다면 477 3700으로 전화주십시오
응급상황일 경우에는 엠뷸런스가 필요하기 때문에 111로 전화주시기 바랍니다

의사예약을 가장 유용하게 이용하시는 방법

Making the Most from Your Appointment with Your Doctor

의사와의 일반 진료시간은 기본 15분입니다. 건강 상태를 설명하고 의사가 검진 및 치료 방법을 결정하기에 15분은 굉장히 짧은 시간입니다. 만약 15분 진료시간이 부족하다고 생각되시면 이중 진료를 예약하심을 권해드립니다.


의사예약을 가장 유용하게 이용하실 수 있는 몇 가지 팁을 드립니다:
1. 되도록이면 개인주치의와 상담하세요 - 개인주치의와 진료 시간을 맞추기 어려운 경우 새로운 주치의를 찾는 것도 하나의 방법입니다.

2. 복잡한 의료 문제가 있거나 치료 절차가 필요한 경우 접수처에 미리 말씀하시면 이중 진료로 미리 예약해드리겠습니다.

3. 15분 동안 어느 정도의 상담이 가능할지 미리 고려하세요 - 환자분의 상태는 저희에게 매우 중요하기 때문에 의사에게 충분히 고려 할 시간을 허락하십시오.

4. 예약 시간에 맞춰 오세요 - 예약하긴 진료 시간보다 7분 이상 늦으시면 예약이 취소 될 수 있습니다.

5. 의사와 가장 상담이 필요한 문제가 뭔지 미리 생각해놓으세요.

6. 상담 시 현 건강 상태에 집중하세요 - 현 건강 상태와 관련 없는 문제에 관한 상담은 시간 낭비일 수 있습니다.

7. 치료 방법의 장단점, 부작용 또는 주의해야 할 점에 대해 자세히 물어보세요.

8. 의사 설명을 확실히 이해하셨는지 확인하세요 - 필요하시면 가족 또는 지인분과 함께 오시거나 상담 내용을 적어두십시오. 무료 통역 서비스가 필요하신 분은 미리 접수처에 문의하십시오.

ACC 진료 추가요금 사고로 부상을 입은 모든분들에게 해당합니다

(Surcharge for Consultation Covered by ACC)

ACC 진료 추가요금을 왜 내야 하나요?
사고 보상 계획 (The accident compensation scheme)은 모든 뉴질랜드 거주자와 방문객들에게 포괄적, 무과실 사고 보상을  제공합니다. 이 보상은 1차 진료 의료비용 기여를 포함합니다. 하지만, 모든 비용을 부담하진 않습니다. 
아폴로 메디컬 의사진료시 모든 6세이상 환자에게는 기본 추가요금 $41.00이 부담됩니다.
기본 추가요금 $41.00는 초기진료 이후의 모든 의사진료시 적용됩니다.
반복 드레싱에 대한 간호사 진료시 추가비용은 없습니다. 
아폴로 메디컬은 우리 어린 아이들을 위한 진료의 벽을 허물기 위해, 6세 이하의 어린이 진료시 추가비용은 받지 않습니다.

ACC청구는 어떻게 신청합니까?
의사선생님 께서 사고 청구문서를 작성한 후 ACC에게 전자상으로  보냅니다.

ACC가 청구를 받아들이지 않을 경우에는 어떻게 되나요?
ACC청구는 보험처리이기 때문에 ACC는 청구를 거부 할 권리가 있습니다. 만약 귀하의 청구가 받아들여지지 않았을 경우, 메디컬 진료비와 ACC추가비용의 차액이 귀하에게 청구 됩니다.

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