Frequently Asked
Questions We Get
What services do you offer?
At Alexandra Family Medical, we provide a range of healthcare services including general consultations, preventive care, immunisations, and routine check-ups, ensuring comprehensive medical care for families in our community. We aslo offer a virtual receptionist should other team members be occupied.
How can I make an appointment?
You can make an appointment by calling our reception desk directly, or you can book online through our patient portal (when you are an enrolled patient) ,Health 365, for your convenience.
You can also speak with Olivia, our virtual assistant. She will assist you in taking the necessary details. If your preferred date and time isn't available, one of our team will contact you to find an alternative. We're also pleased to share that soon you’ll be able to book appointments directly with Olivia, making the process even easier!
What should I bring to my visit?
You may need to bring any medications you're currently taking, and a list of any medical concerns or questions you wish to discuss during your visit.
Bearing in mind that our standard appointment times are 15 minutes. If you have multiple concerns, please ask reception to book more time. This will incur additional fees.
Why did I receive this invoice?
Services provided outside of a standard consultation may incur a service fee. These include (but are not limited to):
-
Completion of medical certificates, reports, and letters
-
Referrals requested but completed outside of a consultation (standard 15minute appointment)
-
Telephone or electronic advice where a consultation is not booked
-
Online conversations via our patient portal, Health 365
These services require staff and clinician time to complete and are not covered by your standard consultation fee. Charges will vary depending on the type of service requested and the time involved.
Why am I unable to reach you via phone?
Please be aware that our staff may be on a break or on another call during peak times, which can result in your call ringing without being answered. You now have the option to speak with Olivia, our virtual assistant who can assist with booking enquiries, repeat prescription requests and general frequently asked questions. We encourage you to try giving Olivia a go, or calling again outside of these hours for better assistance.
Break times typically range from 10:15 to 11:00 AM, 12:00 to 2:00 PM, and 3:15 PM 4:00 PM. Thank you for your understanding!
Why does the clinic ask to speak to the patient if I'm phoning on behalf?
Under New Zealand’s Privacy Act 2020, individuals over 16 years old are generally treated as having the full capacity to exercise their own privacy rights, meaning parents/guardians or spouses no longer have an automatic right to access their personal or health information without consent, this includes making an appointment.