FAQ

 

Where is Te Ngae Medical Centre? Te Ngae Medical Centre is in the Redwood Shopping Centre, 5 Tarawera Road, Lynmore.
Where can I park? There is a large parking area for the centre with plenty of parking near the practice.
Is there mobility parking nearby and how easy is access? Te Ngae Medical Centre have five dedicated mobility parks right outside the practice entrance doors.The main entrance to the practice is one level from footpath to practice.  Double automatic opening doors will open as you walk toward them.
Do you have a wheelchair? Yes we do have a wheelchair available for onsite use only. Please let us know when booking your appointment if this is required.
When is my Doctor available for appointments? As each of our doctors take turns to cover the acute clinic, they may not have appointments available on every work day.  (We don’t have a regular day for each doctor to cover the acute clinic). Some of our doctors work part time. To see each doctor’s usual work hours click here.
Who will I see when my doctor is away? We are able to provide good care for you even when your doctor is not available.  If you need an appointment when your doctor is not available,  let us know which alternate doctor you wish to see or we can offer you a time with another doctor who has available appointments.
Do you have appointments in my lunch break? Most work days we have one doctor offering appointments between 1-2 pm.
Will I see my doctor or nurse at my appointment time? Te Ngae Medical Centre doctors and nurses try to keep appointments to the scheduled times. However, due to the nature of medical practice, the doctor or nurse may have an unexpected concern or an urgent condition they need to deal with immediately which may delay your appointment.  If you have limited time to wait, please talk to our reception staff and you can decide if your would prefer to make another appointment.
Can I bring  a family member or friend into the consultation  when I come to the Doctor or nurse? Yes. We understand you may be more comfortable and supported when you bring a family member of close friend with you when you visit the doctor or nurse.
What do I do if I need to see the doctor urgently and there are no appointments available? Our reception staff will put your call through to a nurse to discuss how we can help you.  We may suggest you see a doctor at Lakes PrimeCare.
What do I do if I need help from my doctor and  Te Ngae Medical Centre is closed? If you need urgent help please don’t hesitate to call the ambulance {111}, visit Lakes PrimeCare {073481000} or go to the emergency department at Rotorua Hospital {073481199}.
Do I have to pay on the day of my consultation? Te Ngae Medical expect payment for all services on the day of the appointment.  If you are unsure what your appointment will cost, our reception staff are able to give you a quote or an estimate depending on the service you require.If we are completing forms on your behalf or immigration papers, you need to pay for this before we provide you with the completed forms.
Can I pay for my doctor appointment by direct credit or automatic payment? You can direct credit your payment. Our bank details are on our invoice.To help with budgeting, some patients like to set up a regular automatic payment which we credit to their account for their and their families medical fees.  If this will help you and your family please let us know and we can help you with the forms.
Why do I have to see the doctor to get a repeat prescription? We are happy to provide repeat prescriptions much of the time. However, particularly when you haven’t seen the doctor for a while or you need regular review while on your medication, we may ask you to come in to see the doctor before a script is given. The doctor can then review your progress and ensure the medication and dose is still appropriate.
Why do I have to pay for a repeat prescription or a referral letter? Each time the doctor writes to another medical provider on your part, they need to review your file and consider what information is required and whether this information is still current for your request.The payment for a referral or repeat prescription pays for the doctor or nurse time plus the administration tasks.
When will my phoned prescription be ready? Your script will be ready for collection or faxed to your designated pharmacy within three days of you calling us. Scripts faxed to your pharmacy will incur an additional fee. You may wish to email our nurses on mailto:tengaenurses@raphs.org.nz to request a repeat prescription.  Please include all of the medications you require, if you want the script faxed, and please note to which pharmacy  we should fax the script to.If you need a repeat prescription urgently please call our nurses on 073456627  extension 2.
Will my doctor talk to anyone else (family, ACC, insurance company) about me and my medical information? The medical practice staff and doctors are governed by the Health Information and Privacy Code.The code requires us to verify that we have a signed approval by you to release information prior to releasing it to another person or provider.When you sign your ACC or insurance form, check whether the form gives the party permission to request additional information to that disclosed on the original form from your medical practice .We may contact you to ask if you are happy for us to release information requested by another provider.  If you have concerns about this, please discuss this when we call or perhaps ask us to wait until you make an appointment with your doctor to discuss the request.
How do I find out about by blood, xray or other results? Please call the nurse phone line three to five days after your test to receive your results.  If your call goes to voice mail, please leave a message and a contact phone number she  will call you back.Sometimes the doctor may wish to discuss the result with you. In this instance the nurse will arrange an appointment time for you.
What should I do if I am unhappy about something that happened at the medical centre? Please don’t hesitate to call us and ask to talk with the Operations Manager about your concerns.

  • You may wish to write to us with your complaint, including as much detail as you can such as outlining what happened and peoples names if you are able to identify the doctor or staff member.
  • In our experience it is often easier, and provides a more satisfactory outcome, if you are able to meet us face to face to discuss your concern.   You may wish to bring  a friend or family member to this discussion – please let us know if you wish to do so.

We have obligations under the Health & Disability Act to respond to your concern and / or complaint.