Mon - Fri: 8am – 5pm
1 Herbert Street, Invercargill



  • + Audio/Video Recording of a Medical Consultation

    The recording of medical consultations is becoming a more frequent occurrence. If you wish to record your consultation we ask that you discuss this with your Doctor or Nurse and seek their consent.

    Waihopai Health Services is pleased to assist patients and their support persons to better understand their medical conditions and recognise that recordings of the medical consultation may help in treatment and management considerations being discussed.

    The covert or secret recordings of a medical consultation would be seen as a breach of the trusting relationship that must exist between the patient and the Doctor or Nurse.

    Any recordings whether of an audio or video nature, taken without the consent of the Doctor or Nurse would be regarded as a breach of that trust. Consequently, Waihopai Health Services would reserve the right to end the relationship between the parties. This means the patient’s enrolment with Waihopai Health Services would be ended and all further medical care would have to be sought from another Health Care Provider.

    Occasionally our doctors may ask for your consent to record consultations for their ongoing professional development. There are strict rules that apply to this process and would be explained at the time consent was being asked of you.

  • + Investigation Results: Is no news good news?

    When you are having tests done it is important for you to know if you will be notified of all results or only significant results.

    The best time to discuss how you will be notified is at the time your tests are requested by your doctor or nurse. Your doctor or nurse may ask you to make a further appointment for follow up of your results.

    Waihopai Health will notify you of significant results if you have not already made a follow up consultation. However if you continue to be concerned about your health you should contact Waihopai Health to arrange a further consultation.

    Please ensure you notify the practice of any change to your contact details.

    Practice Policy Regarding the Collection and Use of Patient Information (Indicator 2)

    It is policy of the Practice to collect only information from the patient this is deemed to be necessary for the purpose of the consultation. The information will be collected directly from the individual concerned or authorized representative. When information is collected, the Practice will take all practical steps to ensure the individual is aware of:

    1. The purpose for which the information is being collected.
    2. The intended recipients of the information.
    3. Whether the information is voluntary or mandatory.
    4. The consequences if insufficient information is given;
    5. and the rights of the patient to access or correct the information provided.


    Where information is used for statistical purposes the information will not be published in a form that could reasonably be expected to identify the individual concerned.

    The Practice will ensure the information is protected by safeguards that are reasonable against loss and misuse.

    Where this information is given to a person connected with the provision of a service to the Practice, including any storage, processing or destruction of information. Everything reasonable within the power of the Practice will be done to prevent unauthorized use or unauthorized disclosure of the information.

    A consent form to gather any information must be signed by every patient or his or her representative.

    Any information collected by the Practice will not be kept longer than is required for the purpose to which it was collected.

    If any individual or their authorized representative feels that the Practice has breached their privacy they can submit a complaints to the Practice. Review July 2015

  • + Health and Disability Statement

    Patients Rights

    The right to be treated fairly and with respect and dignity

    You should expect to be treated with respect. This includes respecting your privacy, and treating you in a way that takes into account your needs and values. It also includes taking into account your cultural, religious and other beliefs.

    The right to services of appropriate standard

    You must be treated with care and skill and in a manner that meets your needs. Your Health Professional must make sure that the treatment provided complies with current standards of care (including those standards set by organizations such as the Medical Council and the Nursing Council).
    The right to effective communication.

    Staff must communicate openly and honestly with you and in a way that enables you to understand what you are being told. If you require a translator please ask.
    The right to be fully informed.

    You must be given all the information that a reasonable patient would expect to receive to enable you to make an informed decision. Including:

    • an explanation of your condition and the treatment options available to you including information about the expected risks, side effects, benefits and costs of each option;
    • advice on the estimated time within which you will be treated;
    • details of any proposed participation in teaching or research; and
    • the results of tests and procedures.


    It is the health professional who is to provide services to you who must obtain your consent. The practice has a form for obtaining consent. This form should be tailored to the particular case.

    Patients have the right to ask questions and to receive honest and accurate answers to their questions, including the questions about:

    • The identity and qualifications of the person who will be treating them.
    • How to obtain a second opinion; and
    • The results of research.


    You also have the right to receive a written summary of any information that has been provided to them if such request is made.

    The right to make an informed choice and give informed consent

    The general rule is that you can only be treated if you have made an informed choice and have given your informed consent to the particular treatment.

    The right to support

    You have the right to have one or more support persons present during consultations, except if this is unsafe or might interfere with another patientís rights.

    The right to make complaints

    You have the right to complain about your treatment. If a complaint is received staff must follow the practiceís complaints procedure. This requires staff to refer to the complaint to the practice is complaints officer within 24 hours.

    You should always be treated in a way that respects your dignity and independence.

  • + Comments Concerns and Complaints

    All complaints will be acknowledged within 5 working days.

    We will provide information on how to contact the Health and Disability Commission and advocacy service as appropriate.

    Health and Disability Commission pamphlet

    Phone: 0800 377766

    Local Advocacy Service representative

    Phone: 0800 105 554
    Text phone for deaf consumers only.

    Deaf Association of NZ

    Phone: 04 801 8965

    Your complaints and actions taken by us will be documented in the medical records and complaints form filled out.

    Your complaint will be investigated and an appropriate response made within a further 10 working days. If more time is required, you will be informed every 30 days how much more time is required and why.

    When a decision is made you will be informed of:

    • The decisions made,
    • The action that is proposed by the practice.


    If you are still unhappy with the response you will be informed of the process required by you to complain to the Health and Disability Commissioner.

    Complaints from persons other than yourself about your treatment at the practice will be handled in the same manner as those made by yourself.

    If you should make a complaint you will continue to receive the same level of service that is provided by the practice to all patients.

    Complaints will be monitored on a regular basis by the practice management team.

    We accept that sometimes the service provided may not reach the level of expectation of that set by yourself or the practice. We will endeavour to learn from these omissions and improve our services accordingly.

    We appreciate and welcome all constructive comments, criticism, concerns and suggestions.

  • + NZMA Code of Medical Practice

    Code of Ethics

    All medical practitioners, including those who may not be engaged directly in clinical practice, will acknowledge and accept the following Principles of Ethical Behaviour:

    • Consider the health and well being of the patient to be your first priority.
    • Respect the rights, autonomy and freedom of choice of the patient.
    • Avoid exploiting the patient in any manner.
    • Practise the science and art of medicine to the best of your ability with moral integrity, compassion and respect for human dignity.
    • Protect the patients private information throughout his/her lifetime and following death, unless there are overriding considerations in terms of public interest or patient safety.
    • Strive to improve your knowledge and skills so that the best possible advice and treatment can be offered to the patient.
    • Adhere to the scientific basis for medical practice while acknowledging the limits of current knowledge.
    • Honour the profession, including its traditions, values, and its principles, in the ways that best serve the interests of the patient.
    • Recognise your own limitations and the special skills of others in the diagnosis, prevention and treatment of disease.
    • Accept a responsibility to assist in the protection and improvement of the health of the community.
    • Accept a responsibility to advocate for adequate resourcing of medical services and assist in maximising equitable access to them across the community.
    • Accept a responsibility for maintaining the standards of the profession.