Clinical Telehealth Service: Frequently Asked Questions

1. What will this service do?

The service is an extension of the seasonal summer pressure clinical telehealth initiative and will provide nursing and GP overflow clinical care for patients who are referred. It will be available 24/7 – including during public holidays. The service is available until 31 March 2023.

2. What general practices can access the service?

The service is available to all general practices impacted by floods and Cyclone Gabrielle.

3. How do I get the 0800 number?

General practices impacted by floods and Cyclone Gabrielle can register for this service and receive the 0800 number by contacting Whakarongorau on ops@whakarongorau.nz or by calling 09 375 7770

4. I’m not a general practice impacted by floods or Cyclone Gabrielle. Why can’t I access this service?

It is anticipated that there will be high demand for general practice services in areas affected by flooding and Cyclone Gabrielle. This service will help support those communities with some of the highest health need.

5. Can I only refer those patients who are enrolled with me to this service? You can refer enrolled and casual patients to this service. However, patients must be eligible to receive publicly funded health services in Aotearoa.

6. How long will the service run for?

The service is available from Monday 12 December 2022 until Friday 31 March 2023.

7. What will this service not do?

The service cannot make appointment bookings with the general practice, nor provide test results that have been ordered elsewhere. These queries will need to be taken by the general practice.

8. How do I refer patients to this service?

Once you have registered for this service, you can provide the 0800 number to the person trying to make an appointment, at times when you are busy or closed (through a message on your answer phone). This will go through to a dedicated team who will triage and provide clinical care.

It will improve customer service if patients are advised that the service is not part of your general practice.

9. How much does this cost?

The service is fully funded by Te Whatu Ora and is provided at no cost to general practice teams or patients (unless additional set up is required to enable automated phone system set up).

10. Can I use this to replace my existing after-hours arrangements?

No. This is an overflow service designed to supplement your existing arrangements.

11. Do I have to use this service?

This is a voluntary service that general practice can chose to use if they wish.