Helpful Tips For Online Consults

Online consultations are not suitable for:

• Medical emergencies (e.g., chest pain, difficulty breathing, severe abdominal pain, stroke symptoms, severe allergic reactions, uncontrolled bleeding, loss of consciousness)
• Severe infections (e.g., sepsis, pneumonia)
• Severe mental health crises (e.g., suicidal thoughts, psychosis)
• Procedural treatments (e.g., wound stitching, vaccinations)
• Physical exams required for certification (e.g., driver’s license medicals, immigration medicals)
• WINZ Medical Certificates
• ADHD Assessments / Diagnosis

Within the first three minutes of your consultation, our clinician will assess whether your medical issue is suitable for telehealth. If an in-person consultation is necessary, you will receive a partial refund. Please refer to our Cancellation and Refund Policy for more details.

Online consultations are effective for a variety of non-emergency medical conditions, including:

General Health Concerns

• Colds, flu, sore throat, and sinus infections
• Allergies and hay fever
• Mild asthma symptoms (e.g., inhaler refills)
• Skin conditions (acne, rashes, eczema, minor infections)
• Urinary tract infections (UTIs) in otherwise healthy individuals
• Eye infections (e.g., conjunctivitis)

Our clinicians provide expert care for a wide range of general medical concerns – see How will I know if my medical issues can be treated online section. However, some conditions may require an in-person consultation. Patients who may find video consultations unsuitable include those with cognitive or physical disabilities, individuals who are deaf (unless they can lip-read), non-English speakers without an interpreter, or those with severe visual impairments (a telephone consultation may still be an option).

For a smooth consultation, follow these tips:

• Prepare a list of topics you want to discuss
• Choose a private, quiet location for your call
• Ensure your device is propped up if using a smartphone or tablet
• Avoid other internet-intensive activities (e.g., streaming) during your call
• Click the consultation link 5 minutes before your appointment to test your audio and video

Technical Troubleshooting

• Can’t hear the doctor? Ensure your microphone is on and your device volume is turned up
• Can’t see the doctor? Ensure your video is enabled

To learn how your personal information is collected and used, please see the: Privacy Statement for Select Online GP Services – Health New Zealand | Te Whatu Ora

At the conclusion of your consultation, your doctor will summarise the next steps, which may include:

• Electronic Prescriptions: Issuing an electronic prescription to your preferred pharmacy
• Laboratory Tests: Ordering necessary lab tests, with requests transmitted electronically to your local laboratory provider
• Specialist Referrals: Referring you to a specialist or another healthcare provider. While most referrals are sent electronically, if a manual referral is completed, our administrative team will forward it to the appropriate provider
• Educational Resources: Providing relevant educational materials to support your understanding and management of your health
• Follow-Up Consultations: Recommending a follow-up consultation to monitor your progress or address ongoing concerns
• In-Person Appointments: Advising an in-person appointment if deemed necessary for your care

If you require your consultation notes to be sent to your enrolled practice, please inform us during your appointment or contact us via email.

1. Review: Once we receive your test results, our clinician will review them.
2. Communication: After review, we will send your results to you via email, accompanied by any necessary follow-up advice.

Once you've prepared what you want to discuss and found somewhere to talk privately:

• Click the consultation link in the email you received approx. 5 minutes before your scheduled appointment time 
• Then simply wait until the doctor joins your consultation 
• If for some reason you are unable to connect to the link provided, the doctor will phone you on the mobile phone number you provided at the time of booking 
• In the event the doctor is delayed, please remain online; the doctor will join you as soon as possible. If there are any issues or unexpected delays, our administrator will contact you
  
   

You can access virtual consultations from both New Zealand and Australia. Please note that consultations are not available from other countries. Prescriptions can only be filled at New Zealand pharmacies, and referrals are limited to providers within New Zealand.

No. These services require an in-person appointment at a medical centre.

If you need an interpreter, please include this request in the 'reason for appointment' section when booking and contact us at least 2 business days before your appointment so we can organise it. You are also welcome to use a trusted family or whānau member to help interpret during your consultation if you prefer. The appointment link can be shared with them so they can join the consultation from a different location if needed.