You may have heard that we are postponing some of our planned care. However, if you have a planned appointment and haven’t heard from us, please continue to come and see us. We will contact you directly to let you know if your appointment is being postponed.
If you can't make your appointment, please call the number on your referral letter to let us know. If you're isolating we might be able to see you over the phone or by Zoom instead.
There is currently COVID-19 in our community which means some changes to our hospitals and clinics.
If you need our care, we are still here and we’re doing everything we can to keep you safe.
If you have any symptoms of COVID-19 or have been identified as a close contact, phone 09 367 0000 for advice before you arrive.
One person can attend your appointment with you if you need help or support.
We’ll be carrying out basic health checks on your arrival. Please leave time for this before your appointment.
Outpatients may receive a text message asking them to register online before their appointment.
To cancel or change an appointment, please call the number on your appointment letter as soon as possible.
You can also call 09 638 0400 or email email@example.com. Please note that we receive our highest volume of calls in the early morning - if you are able to, please call outside of this time.
It is important that you be on time for your appointment. If you arrive late, patients who are on time will be seen before you. If, for any reason, you cannot make your appointment, please let us know, as we might be able to give your time to someone else.
Feeling unwell before your operation? If you have a change in your health that has required medical attention or hospitalisation since your appointment with the surgeon OR have any of the following symptoms within 3 days of your operation, please let us know:
Please call and speak with the surgical booker on 0800 787 442 (Monday – Friday 8am – 4pm) or email firstname.lastname@example.org
Some of our outpatient appointments are carried out by phone or video. This saves you time and money by not having to travel or take as much time off work.
Family or another support person can be part of the appointment much more easily.
Telephone and video won’t be suitable for all appointments. If you are invited to a telephone or video appointment, we will have made sure that the appointment is safe and appropriate for your care.
If your appointment is going to be by phone or video you will be advised by one of our team and they will make sure you have the information you need.
You may want to make a note of any questions you have in advance – it might help to talk to a family member or friend about this. If you think of further questions in your appointment, don't hesitate to ask.
When you come for an appointment you will need:
Your passport, birth certificate or New Zealand citizenship certificate to confirm you are eligible for publicly funded healthcare (if requested in your appointment letter).
You can bring a support person with you, but we ask that, if possible, you bring no more than two people. In some clinical areas it is only possible for one person to remain with you. If you are bringing children to the clinic, please make sure you supervise them at all times.
If you are bringing children to the clinic, please make sure you supervise them at all times.
Interpreters are also available and free for your appointments at Auckland District Health Board. Advise the ward staff or appointment coordinators that you need an interpreter.
You may find this card useful.
Please check your appointment letter carefully for the location of the clinic. On arrival, please report to the receptionist to let us know you have arrived. The clinic receptionist will check your appointment letter and confirm your current details. Please tell them if you have changed your address, telephone number or family doctor. To help reduce the spread of infection, please wash your hands when you arrive and before you leave the building, or use the hand sanitiser available at most reception areas and entrances of our buildings.
We try to see people on time but circumstances outside of our control can cause delays.
If you have registered at the reception desk and have been waiting for more than 30 minutes past your appointment time, please check back with the receptionist.
The nurse or doctor will explain what treatments or procedures you will be having and ask for your consent before procedures are carried out. For some procedures, such as operations, you will be asked to give specific consent in writing. As well as seeing the doctor, you may need to visit other parts of the hospital or clinic for tests such as x-rays or blood tests. Please allow extra time for this. If you have to leave the clinic before finishing your appointment, please let the receptionist know. If you are unclear about anything please ask.
Each specialist in the hospital has a team of doctors supervised by them who will be responsible for your treatment. You will be seen by a member of their team, but not necessarily by the specialist.
Trainee medical professionals are taught in our hospitals. You may be asked if a trainee can be present at your consultation or involved in your care. You can say no to this and this will not affect your treatment in any way.
Yes, please ask any questions you may have.
Some useful questions might be:
Where can I find more information about this?
What is this medication I'm taking, and why am I taking it?
What are some things I can do before my next appointment that would help my health?
If a doctor orders a test, ask: What is it for? What are you looking for?
We will always:
Your health information may be disclosed to another health provider involved in your treatment or where authorised by law. For further information about the privacy of your information, you can call our Privacy Officer on 09 367 0000.
In order to provide high-quality care, all of our patients are required to provide us with their name and contact details by completing a registration form. The form asks for information such as your name, date of birth, address, and other contact details. This information is stored within our Patient Management System and is what we use should we need to get in touch with you.
If you need to update any of the contact details which you've previously provided to us, such as your address, phone number, or current GP, please speak with the receptionist or ward clerk when you are on-site at one of our locations. You can also do this from home by contacting our Information Management team via email at email@example.com. Please be aware that you may be asked to fill out an Auckland DHB registration form.