Ōrākei Health Clinic Update

We have an important update to share about the future of Ōrākei Health Clinic.

Our commitment to te oranga o te whānau guides every decision we make. Ōrākei Health Clinic exists to support whānau hauora, as envisioned by the kuia and kaumātua who established the clinic for ngā uri o Tuperiri.

With that commitment front of mind, we want to share an important update about the future of Ōrākei Health Clinic. Ngāti Whātua Ōrākei has entered into a conditional agreement to partner with Tend, a primary healthcare provider. This step focuses on strengthening hauora services for our people, now and into the future

What does this partnership mean?

Ngāti Whātua Ōrākei will retain a 20% ownership stake in the clinic. Lisa Davis our current CEO sits on the Board to oversee and protect ongoing iwi involvement.
Tend takes on the day-to-day management of the clinic.
Ngāti Whātua Ōrākei is also investing in Tend as a business, alongside other iwi investors, supporting stronger health outcomes for whānau at Ōrākei and across the motu.
From early–mid 2026, and subject to conditions being met, the clinic name will change to Tend Ōrākei.

What does this mean for kaimahi and patients?

All kaimahi have received offers of employment with Tend Ōrākei, meaning you will continue to see the same friendly faces at the clinic, delivering care.
There are no immediate changes to services.
Patients will receive support through the transition, with changes introduced gradually.

Why Tend?

Tend is a modern healthcare provider that is working to disrupt a system that has many challenges, by making healthcare easier to access, more responsive, and centred on people. Their values align closely with ours, and they combine in-clinic care with digital services to support patients when and how they need it, while staying focused on strong relationships and community care.

To learn more about Tend and their approach to healthcare, visit www.tend.nz.

What happens next?

Kaimahi and patients have been informed about the proposed partnership.
A media release will be shared today.
We will continue to keep whānau updated as we work through the remaining conditions and move towards finalising the partnership.

We will continue to keep you updated.

To find out more about this change visit, https://try.tend.nz/tend-orakei/

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?

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.

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.

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

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

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

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:

Morning callbacks/voicemails will be cleared between 10am–11am
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

All appointments are booked as telehealth consults (phone).
If you're unsure, our team will help triage the best option when you call to book.
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.