RMC Patient Expectations & Behaviour Policy

July 2026

 

Our Commitment to You

 

At Redcliffs Medical Centre, we are committed to providing safe, respectful, high-quality healthcare for every patient. In return, we ask that all patients, family members, support people and visitors treat our team and other patients with courtesy and respect.

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This policy outlines what you can expect from us and what we expect from you to help us provide the best possible care for everyone.

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Appointments

 

Standard appointments at Redcliffs Medical Centre are 15 minutes in duration and are intended to address one main health concern.

 

To help us provide safe, timely, and quality care for all patients, we ask that you:

• arrive on time for your appointment, preferably a few minutes early to allow time for check-in;

• advise us as soon as possible if you are unable to attend your appointment;

• provide at least 2 hours’ notice if you need to cancel or reschedule your appointment.

 

Appointments cancelled with less than 2 hours’ notice, or appointments where a patient does not attend, may incur a Did Not Attend (DNA) fee in accordance with our current fees schedule. This reflects the time reserved for you and the opportunity that was lost to offer the appointment to another patient.

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If you arrive late for your appointment, your consultation time may need to be shortened to minimise delays for other patients. In some circumstances, your appointment may need to be rescheduled if there is insufficient time for safe clinical care.

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If you have multiple concerns, symptoms, or health issues you would like to discuss with your clinician, please let our reception team know when booking your appointment. An extended consultation may be required to allow your clinician sufficient time to assess and address your concerns appropriately.

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Please be aware that raising additional concerns during a standard appointment may mean your clinician is unable to fully assess all matters within the available time. They may recommend booking a further appointment or an extended consultation to ensure you receive safe and appropriate care.

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This helps us respect the time of all patients and ensures every person receives the attention and care they need.

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Chaperones

 

Redcliffs Medical Centre is committed to ensuring patients feel safe, comfortable and respected during consultations and examinations.

 

A chaperone may be offered or recommended for certain examinations, particularly where:

• an intimate examination is required;

• the clinician or patient feels a chaperone would support a safe and comfortable consultation;

• it is considered appropriate practice.

 

Patients are welcome to request a chaperone at any time.

 

If a chaperone is required, we will make every effort to provide an appropriate member of our team. There may be occasions when an examination needs to be rescheduled if a suitable chaperone is not immediately available and the situation is not urgent.

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Clinical Decision-Making and Treatment Recommendations

 

Our clinicians are committed to providing care that is safe, evidence-based, clinically appropriate, and responsive to the needs of each individual patient.

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Healthcare decisions are made through a process of partnership and shared decision-making between the patient and their healthcare provider. This includes considering:

• the patient’s health needs, goals, preferences, values, and circumstances;

• cultural, social, and personal factors that may influence healthcare decisions;

• clinical assessment, examination findings, and relevant health information;

• current medical evidence and best practice guidelines;

• the potential risks, benefits, and alternatives of available options; and

• the clinician’s professional judgement, experience, and obligations.

 

Patients have the right to be involved in decisions about their healthcare, to receive information in a way they can understand, and to ask questions about their diagnosis, treatment options, and recommended care.

 

Where there are reasonable treatment options available, our clinicians will work with patients to understand the options and make decisions together that best support their health and wellbeing.

 

Not every requested investigation, treatment, referral, medication, or certificate will be clinically appropriate, beneficial, or necessary. Healthcare recommendations are based on an individual assessment of each patient’s circumstances and the clinician’s professional responsibilities. Where the requested option is not recommended, our clinicians will explain the reasons and discuss appropriate alternatives where available.

 

Requests for specific medications, referrals, investigations, or treatments will always be considered respectfully and on an individual basis. While we will listen to patient preferences and concerns, the final clinical decision must consider what is safest and most appropriate based on professional standards and evidence.

 

Our team is committed to open communication and ensuring patients understand the reasons behind clinical recommendations. If you have questions or concerns about your care, we encourage you to discuss these with your healthcare provider.

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Communication with the Practice - Phone Calls

 

Our reception team is the first point of contact for phone calls to our practice. When you contact the practice by telephone, our reception team may ask you questions about the reason for your call. These questions help us understand your needs, prioritise requests appropriately, and ensure that urgent concerns are directed to the appropriate member of the healthcare team.

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If you are not comfortable discussing your concern with our reception team, please let them know. You will generally be placed on a callback list for one of our nursing team to contact you to discuss your concern further and determine the most appropriate next step.

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Please be aware:

• Advice provided by a clinician, including a nurse, over the phone may incur a fee.

• Telephone advice is based on the information available at the time and may not replace a face-to-face consultation where assessment is required.

• Unscheduled or ad hoc telephone calls are not a substitute for a medical appointment.

• We have telephone or video consultations (Telehealth appointment) which should be booked with a clinician in the usual way where appropriate.

 

For urgent medical concerns, please advise our reception team at the time of your call so we can ensure your request is managed appropriately. If you believe your situation is an emergency, call 111.

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Communication with the Practice - Portal and Email Messages

 

Our patient portal and emails are available for some non-urgent communication with the practice.

 

Please be aware:

• These inboxes are monitored periodically during business hours only.

• This messaging is not suitable for urgent or time-sensitive medical concerns.

• If you require urgent medical attention, please call 111 in an emergency, attend your nearest Emergency Department, or seek urgent care advice.

• Direct messaging with individual providers is not available. Messages should be directed to the Practice Manager, Reception or Nursing Team and will be forwarded to the appropriate person where required.

 

Portal and Email messaging may be suitable for matters such as:

• administrative queries;

• requesting information;

• updating contact details;

• non-urgent follow-up questions.

 

Portal messaging is not appropriate for clinical assessment, urgent medical advice, or detailed discussions about symptoms or treatment. If you have a medical concern, please book an appointment with your GP.

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Discrimination and Harassment

 

Redcliffs Medical Centre is committed to providing a safe, inclusive, and respectful environment for all patients, whānau, visitors, and staff.

 

We do not tolerate discrimination, harassment, bullying, or behaviour that undermines the dignity, safety, or wellbeing of others.

 

This includes behaviour based on, but not limited to:

• race, ethnicity, or culture;

• nationality or immigration status;

• gender identity or sexual orientation;

• disability or health status;

• age;

• religion or beliefs; or

• any other personal characteristic protected under New Zealand law.

Examples of unacceptable behaviour include:

• racist, sexist, homophobic, transphobic, or otherwise offensive comments;

• derogatory or discriminatory language;

• refusing to engage appropriately with staff due to personal characteristics;

• harassment, intimidation, or targeted behaviour towards patients or staff;

• spreading discriminatory material, including online or through social media;

• making threats or comments that create an unsafe environment.

 

All patients and visitors are expected to communicate respectfully with our team and other members of our community.

 

Where discrimination, harassment, or inappropriate behaviour occurs, Redcliffs Medical Centre may take action to protect the safety and wellbeing of patients, staff, and visitors. Depending on the seriousness and circumstances, this may include:

• addressing the behaviour directly and requesting that it stops;

• issuing a formal warning regarding expectations for future interactions;

• placing restrictions on how communication with the practice occurs (for example, requiring communication through a nominated channel or representative);

• restricting access to non-essential services where appropriate;

• involving Police or other appropriate agencies where there are concerns regarding safety, threats, or unlawful behaviour;

• issuing a trespass notice where behaviour creates a safety risk or significantly disrupts the ability of the practice to operate;

• reviewing and, where appropriate, ending the therapeutic relationship and considering disenrolment from the practice in accordance with Health New Zealand enrolment requirements and relevant guidance.

 

Any decision to end the therapeutic relationship or disenrol a patient will be made carefully, taking into account the circumstances, the seriousness of the behaviour, the patient’s healthcare needs, and the practice’s professional obligations.

 

Urgent or immediately necessary medical care will continue to be provided where clinically appropriate and in accordance with professional and ethical obligations.

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Equity, Accessibility and Inclusive Care

 

Redcliffs Medical Centre is committed to providing equitable, inclusive, and culturally safe healthcare for all patients.

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We recognise that people may experience barriers to accessing healthcare, including barriers related to:

• culture, language, or communication needs;

• disability or accessibility requirements;

• financial circumstances;

• health literacy;

• age or life circumstances; and

• personal identity or individual needs.

 

We will work with patients to understand their needs and, where possible, support access to appropriate care.

 

Patients are encouraged to let us know if they require support, including:

• interpreter services;

• assistance with communication;

• accessibility adjustments;

• additional time or support during appointments; or

• involvement of whānau, family, caregivers, or advocates.

 

We are committed to providing a respectful environment where all patients are treated with dignity and without discrimination.

 

We acknowledge the importance of providing healthcare that recognises and respects the needs of Māori as tangata whenua and supports equitable health outcomes for all.

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Feedback and Complaints

 

We welcome feedback about our services and encourage patients to raise any concerns with us so they can be addressed promptly.

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Information about our complaints process is available here.

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Keeping Your Information Up to Date

 

To help us provide safe, effective, and timely healthcare, it is important that we have accurate and up-to-date information about you.

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Please advise the practice if any of your details change, including:

• your phone number;

• email address;

• home address;

• emergency contact or next of kin details; and

• any relevant changes to your personal circumstances that may affect your healthcare.

 

Having current information allows us to:

• contact you regarding appointments, recalls, test results, referrals, and important health information;

• ensure we can reach an appropriate person in an emergency where required;

• maintain accurate health records;

• provide care that reflects your current circumstances and needs; and

• meet our privacy and health information obligations.

 

Please ensure the information provided to us is accurate and let our reception team know if your details need to be updated.

 

If you have moved, changed your contact details, or your emergency contact/next of kin details are no longer current, please update these as soon as possible.

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MyIndici Patient Portal

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Redcliffs Medical Centre encourages patients to use the MyIndici patient portal as a convenient and secure way to engage with their healthcare.

 

The patient portal provides a number of benefits, including:

• booking your appointments;

• requesting repeat prescriptions;

• viewing available health information, including reviewed test results;

• helping us communicate with patients more efficiently;

• supporting patients to take a more active role in managing their healthcare.

 

If you need assistance setting up or accessing MyIndici, please speak with our reception team. They can assist you with registration, provide guidance on accessing the portal, and help troubleshoot common issues.

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Payment of Accounts

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We appreciate prompt payment of accounts as this allows us to continue providing quality healthcare and supporting our community.

Payment on the day of your appointment is preferred where possible.

 

Where payment is not made at reception on the day:

• an invoice will be issued; and

• statements will be provided for outstanding balances.

 

If you are experiencing financial difficulty, please contact us as soon as possible. We are happy to discuss payment arrangements where appropriate.

 

Patients who communicate with us and maintain an agreed payment arrangement will generally not progress through further debt management processes while the arrangement is being followed.

 

Where accounts remain unpaid despite reasonable attempts to contact you, and no suitable payment arrangement has been established, Redcliffs Medical Centre may take further action.

 

This may include:

• requiring payment before future non-urgent services are provided;

• restricting access to non-urgent services until outstanding debt is resolved or a payment arrangement is in place;

• referring outstanding accounts to a debt collection agency;

• recovering reasonable costs associated with debt collection where applicable;

• reviewing your ongoing enrolment with the practice in accordance with Health New Zealand enrolment requirements and practice policies.

 

Before taking these steps, we will make reasonable attempts to contact you and provide opportunities to discuss and resolve outstanding balances.

 

Urgent and immediately necessary medical care will continue to be provided in accordance with our professional obligations.

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Privacy

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Your personal and health information will be handled in accordance with the Privacy Act 2020 and the Health Information Privacy Code, which set out how health information is collected, stored, used, shared, and protected.

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We are committed to protecting your privacy and ensuring your health information is managed safely and respectfully. Our Privacy Statement provides further information about how we manage personal and health information, including information about your rights and how you can contact us with any privacy-related concerns.

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Our Privacy Statement is available here or can be requested from reception.

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If you have any questions or concerns about how your information is handled, please speak with our Practice Manager.

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Repeat Prescriptions

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Repeat prescriptions are available at your provider’s discretion for stable medical conditions where medication has previously been prescribed by Redcliffs Medical Centre.

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From 1 February 2026, prescribers may issue prescriptions for up to 12 months where this is clinically appropriate and safe.

 

A longer prescription is a clinical decision and is not an entitlement.

 

Longer prescriptions are more likely to be appropriate for patients who:

• take a single stable long-term medication;

• have had no recent medication changes;

• do not require frequent monitoring, blood tests, or reviews.

 

Patients taking multiple medications, or medications requiring regular monitoring, review, or adjustment, will generally continue to receive prescriptions for shorter periods.

 

If you would like to request anything different from your usual medication (including a different medication, dose, quantity, or additional medication), please book an appointment with your GP.

 

Repeat prescription requests should generally be processed within two working days. If your request is urgent, please contact the practice directly.

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Requests for Medical Certificates, Referrals and Forms

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Many administrative documents require clinical assessment and may require an appointment.

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This includes:

• medical certificates;

• WINZ certificates;

• referrals;

• ACC documentation;

• forms requiring medical information.

 

In some situations, your GP may be able to complete these without an appointment; however, a fee will likely apply.

 

If your income support or other requirements depend on a medical certificate, please ensure you request appointments early to avoid delays.

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Support People

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We recognise that some patients may wish to have a whānau member, friend, caregiver, advocate, or support person, or persons, involved in their healthcare.

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Patients are welcome to bring a support person(s) to appointments where appropriate.

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To ensure everyone’s safety and privacy:

• the patient’s consent must be provided before information can be discussed with a support person;

• support people are expected to respect the privacy and dignity of the patient and healthcare team;

• support people are expected to abide by the details contained within this Patient Expectations & Behaviour Policy;

• support people must not interfere with clinical assessment, treatment decisions, or the ability of staff to provide safe care; and

• clinicians may request that a support person leave the consultation temporarily if required for privacy, safety, or clinical reasons.

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Test Results

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Your GP will review all test results and determine whether follow-up is required.

 

Please be aware:

• If your results are normal and no action is required, you will likely not receive an update.

• Most results will be uploaded to your patient portal once reviewed.

• If further discussion or treatment is required, your GP or practice team will contact you.

• Results requested by a specialist should be followed up directly with the specialist team.

 

If you would like to discuss your results, please book an appointment with your GP.

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Urgent and Afterhours Care

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We aim to provide timely appointments; however, there may be occasions where we are unable to offer an appointment within the timeframe you would prefer.

 

If you require care sooner than we are able to provide, you may wish to:

• book an appointment with Practice Plus (details available on our website);

• attend the 24 Hour Surgery;

• contact Healthline New Zealand on 0800 611 116 for free health advice; or

• call 111 in an emergency.

 

Please remember that appointments are prioritised based on clinical urgency, and our reception team will ask questions to help ensure you receive the most appropriate care.

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Working Together

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By working together with mutual respect, open communication and shared responsibility, we can provide safe, timely and high-quality healthcare for all members of our community.