Information for Patients

Appointments

Please ring 07 825 0114 for an appointment. Every effort will be made to accommodate your preferred time and health professional.  It is approximately a 4 week wait for non-urgent appointments. 

Our standard appointments are 15 minutes. Please note that if you have multiple issues or feel you will require more than 15 minutes, please book an extended consult or multiple appointments to address your needs. Your clinician will help you prioritise your needs. Please ask reception if you require extra time. 

Fees and Billing Arrangements

Fees are payable at the time of consultation by cash, cheque or EFTPOS. You may also pay online or set up an automatic payment. An administration fee of $5 will apply to all accounts not settled within 7 days.

If you have difficulty paying our fees, please discuss this with anyone on our team at any time. Our charges can be found on our Services and Pricing page; if you are unsure, please ask reception for clarification. Enquiries can be sent to admin@raglanmedical.co.nz

Casual Patients

If capacity allows, we may be able to treat casual patients however, in some cases patients may have to travel to an urgent care centre in Hamilton for treatment.  Please note, we are not an Accident and Emergency Clinic.

MyIndici Patient Portal

Registered patients aged 16 or older can sign up to our patient portal called myIndici

 This secure online service will allow you to:

      • Request repeat prescriptions

      • View lab results

      • Send secure electronic messages to your doctor or nurse

      • Update some of your personal information

      • Receive recall and appointment reminders

Registering is simple, just call or drop into the clinic and talk to one of our receptionists or health professionals

      • You will need to provide a personal email address and proof of identity

      • You must be 16 years old or over to sign up

MyIndici is hosted in a secure environment in New Zealand. Similar to internet banking, your records are protected by Secure Socket Layer (SSL) technology to ensure your information is completely safe and secure. We rely on you to keep your password a secret and to take all reasonable measures to protect your information.

MyIndici Video Lessons

Test Results

Most results are back within 2-3 working days and we will notify you if the test result is abnormal. However, after three days you can call our duty nurse if you wish to discuss your results.

Telephone Triage 

All phone calls go via reception. The reception team will support you to identify how urgent our query is. If you require an urgent appointment, reception will ask for a brief reason why you need an appointment and place you on our triage list. Our nurses will call and assess you over the phone. If you require an appointment (and if capacity is available), they can book you in. 

If your request is not urgent, the receptionist will take a message and pass this onto a separate list and our nurses will call you back to assist you with your query. 

Reminder System

Our practice is committed to preventive care. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please let us know at reception.

For some reminders, if we do not hear from you, we will refer you to the Screening Support Service (Pinnacle - Midlands Health Network). 

    • This means a community nurse will contact you (by phone, email and/or home visit) and give you the opportunity to be screened at home or in the community. 
    • This is to ensure that everyone has the opportunity to be screened. 
    • If you do not wish to be referred to a Screening Support Service, you can call/email us to let us know.

Privacy & Management of your Personal Health Information

Your medical records are a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. If you want a family member or someone else to obtain any information regarding your health on your behalf, you must sign a Release of Patient Information (RPI) form naming this person.

Generative AI 

At Raglan Medical Centre, we are always working towards improving the quality of care and making your visit as seamless as possible. In line with this goal, we use Heidi — a note-taking assistant designed to enhance how we capture and manage your medical information. Below is a closer look at Heidi AI and how it benefits both you and our medical team.

What is Heidi?

    • Heidi is an advanced AI tool that assists our healthcare professionals by documenting key aspects of your consultation.
    • Operating in the background, it captures essential information such as your symptoms, medical history, and your doctor’s recommendations, allowing for smooth and uninterrupted appointments.
    • By automating note-taking, Heidi ensures that we maintain detailed and accurate medical records without interfering with your visit.

Why We Use Heidi

    • More Focus on You: With Heidi handling the notes, our healthcare providers can focus entirely on you during your consultation, leading to enhanced communication and a stronger patient–doctor connection.
    • Precision and Detail: Heidi records consultations with remarkable accuracy, ensuring that no critical information is missed. This thorough documentation helps in better diagnosis and treatment planning.
    • Improved Efficiency: Heidi reduces the time doctors spend on paperwork, freeing them to focus on patient care. This leads to shorter waiting times and more time dedicated to addressing your healthcare needs.
    • Consistency in Care: Heidi ensures that your records are always documented thoroughly, providing continuity of care. This means that whether you see the same doctor or another practitioner, they will have access to consistent and complete information about your health.

Your Privacy and Consent

Your privacy is very important to us. If you have any concerns about the use of Heidi during your appointment, simply let your doctor know. We fully respect your preferences and will gladly switch to traditional note-taking methods.

If you have any questions or concerns about Heidi, feel free to speak with your doctor or any member of our team. We are committed to ensuring your comfort and confidence in our services.

Please visit the below links if you would like to know more!

Interpreter and Translation Services 

We use the following service to access professional interpreters:

Patient Recordings

Under the Privacy Act 2020 and as a matter of courtesy, patients must obtain permission before making a recording of another person in a private space, this includes video, audio or any photographs.  We reserve the right to refuse requests of this nature.