Service Update July 2025
As part of our ongoing efforts to provide safe, timely, and high-quality care, Ōrākei Health has made a few important changes to how we deliver services. These changes help us manage high demand and ensure our team can care for as many whānau as possible.
WHAT’S NEW?
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Telehealth-First Model: Most appointments will now be completed via phone consults, unless an in-person consult is clinically required. It’s safe, efficient, and means we can support more patients every day. Click here or ask our Receptionists to find out more about your telehealth options.
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Two-Week Booking Cap: To reduce long waits, we are now offering appointments up to 2 weeks in advance. This helps us stay responsive to urgent and changing needs.
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DNA (Did Not Attend) Fees: From 14 July 2025, a fee will apply for missed or late appointments without notice. This ensures that valuable appointment slots can be used by others who need them. You can read our full DNA policy here or collect a copy from Reception.
PHONE MENU UPDATE!
Over the past 6 weeks, we’ve experienced some challenges with our phone system affecting our ability to provide outstanding customer service – and we’ve heard you. Thank you to all our patients who shared their experiences and feedback. We’re proud to announce improvements to make calling us easier and less frustrating.
Here’s what happens when you call us!
Simplified messages & menu options
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No more long intros or confusing prompts – we’ve streamlined the system to help get you where you need, faster.
Callback offered after 8 minutes
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If your call hasn’t been answered within 8 minutes, you’ll be given the option to request a callback from our team.
Voicemail option after 16 minutes
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If you choose to stay on hold and your call still isn’t answered after another 8 minutes, you’ll be automatically directed to leave a voicemail.
When we return messages:
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Morning callbacks/voicemails will be cleared between 10am–11am
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Afternoon callbacks/voicemails will be cleared between 2pm–3pm
We value your time and are committed to providing safe, timely care. To support this, we ask for your patience as we continue strengthening our systems and services.
TELEHEALTH FIRST
What does this mean?
At Ōrākei Health, we now operate a Telehealth-First model. That means most appointments will be booked as a phone consult unless there’s a clear need to see you in person.
How It Works
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All appointments are booked as telehealth consults (phone).
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If you're unsure, our team will help triage the best option when you call to book.
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If your health concern requires a face-to-face consultation, the Nurse team will complete a telehealth assessment before booking you in for a face-to-face consult.
WHAT CAN AND CAN’T BE DONE VIA TELEHEALTH
HE NGĀKAU MĀHAKI
PLEASE BE KIND TO OUR TEAM
We know change isn’t always easy, and we truly appreciate your patience. Our team is working hard under pressure, juggling hundreds of phone calls, bookings, and care requests every day – all while supporting patients in clinic and online. A kind word goes a long way. Please continue to show understanding and compassion toward our staff – they’re here to awhi you and your whānau.
Ngā mihi nui for walking alongside us as we adapt, improve, and continue to serve our community.