Patient FAQ

After hours

Where do I go if I need medical attention after hours?

To see a doctor after hours you will need to visit Lakes PrimeCare or go to the emergency department at Rotorua Hospital.

If you need urgent help please don’t hesitate to call 111 for an ambulance.

Contact

How can I contact my doctor?

To contact your doctor:

  • Call us on 07 347 7537.  If you doctor is unavailable our receptionists will take a message and your doctor will call you back
  • Email us on ranolf@rgpg.co.nz
  • Use the Manage my Health online service that helps you manage your health needs.  Please talk to our friendly staff on reception if you want a login.

Alternatively if you have questions about your health you can contact a Practice Nurse.

Doctors appointments

Do I have to make an appointment?

We recommend that you call to make a doctors appointment.  If your own doctor is not available we will provide the option of seeing an alternative doctor.

How do I make an appointment?

It’s easy to make an appointment at Ranolf Medical Centre.  Call our friendly staff on 07 347 7537.

Alternatively if you use the Manage my Health online system you can request appointments online.

When is my doctor available for appointments?

Doctor Monday Tuesday Wednesday Thursday Friday
Dr Mike Newman 9am – 5pm 1pm – 5pm 9am – 5pm 8.30am – 1pm 8.30am – 5pm
Dr Harry Pert 9am – 5pm 9am – 5pm 9am – 5pm 9am – 5pm       -
Dr Sharon Lovegrove 8am – 1pm 8am – 1pm 8am – 1pm 8am – 1pm 8am – 1pm
Dr Jo O’Keefe 8.30am-5pm  8.30am-5pm            -  8.30am-5pm  8.30am-12.45pm
Dr Tricia Briscoe 10am – 5pm 9am – 1pm 2pm – 5pm 9am – 1pm 10am – 5pm
Dr Susanna Papenfus 8.30am – 2.30pm 8.30am – 2.30pm 8.30am – 2.30pm 8.30am – 2.30pm 8.30am – 2.30pm
Dr Rosemary Bond 8.00am – 4.30pm            - 8.00am – 4.30pm 8.00am – 4.30pm 8.00am – 4.30pm

How long is a standard consultation? What if I need longer with my doctor?

Our standard appointment is 15 minutes long.

If you have several health matters to discuss with your doctor or think you may need longer please mention this to our staff when you are making your appointment.

We can arrange for a longer appointment to ensure you have enough time with your doctor to discuss your health needs.  Please note that additional consultation fees will apply.

Who will I see when my doctor is away

At Ranolf we are able to provide continuity of care even when your usual doctor is away. You can choose to see any of our doctors at the centre.

If you are not sure who you should see, our Practice Nurses will be happy to advise you.

Can I bring a support person to my appointment?

Yes, we understand that may feel more comfortable if you bring along a support person to your appointments

What if there are no appointments available?

In the rare situation that there are no appointments available with any of our doctors we will take your name and number and call you if we have a cancellation.

If we have no appointments available, you are welcome to ‘drop in’ attend the daily Drop In clinic between 08:30 am and 11:00am.

If it is an urgent health matter, our reception staff will put your call through to a nurse to discuss if we can help you. We may suggest you see a doctor at Lakes PrimeCare.

Can a doctor see me at home?

Yes, it is possible for a doctor to see you at home, but only if necessary.

We can arrange doctor home visits for the elderly and frail, or if you are severely unwell and cannot make it to the Centre.  Please ask to speak to one of our nurses, if you think a house call may be necessary.

What do I do if I need help from my doctor and Ranolf Medical Centre is closed?

If you need urgent help please don’t hesitate to call 111 for an ambulance.

To see a doctor after hours you will need to visit Lakes PrimeCare or go to the emergency department at Rotorua Hospital.

Location & parking

Where is Ranolf Medical Centre?

Our main entrance is at 59 Ranolf Street, Rotorua.

We also have an entrance and parking on King Street, Rotorua

 

Is there parking?

Ample parking can be found in front of our building on Ranolf Street and our entrance on King Street.  Both car parks include disability car parks close to the doors.

Payment

When do I have to pay for my consultation?

We appreciate payment on the day of your doctors consultation or treatment.  We understand that sometimes this isn’t possible and if this occurs a $10 account fee will be applied.  If payment is received within 48 hours the account fee will be waived.

You can also set-up an automatic payment to help manage the payment of your medical costs.

Your health and well-being is important to us.  If for any reason you are concerned about how you will pay for your medical care at Ranolf please talk to your doctor or staff at reception and they will be able to talk you through the options available.

What payment options are there?

You can pay your medical costs by cash, EFTPOS or with a VISA or Mastercard credit card.

You can also set-up an automatic payment to help manage the payment of your medical costs.

Prescriptions

Is there a charge for repeat prescriptions or referral letters?

Yes there is a charge of $13 for standard repeat prescriptions with 48 hours notice and some referrals incur a $13.  Please check with your doctor for charges.

Where can I get my prescriptions filled?

Ranolf Pharmacy is conveniently located inside the Ranolf Medical Centre building.  In most cases they can fill your prescription while you wait following your doctors consultation.

You can also take your prescription to any pharmacy in New Zealand.

What if I need a repeat prescription?

To request a repeat prescription please call us on 07 347 7537 to speak to one of our receptionists.  They will take your request and your contact details and pass the request on to be processed by nurse/Doctor.

Patients can also request repeat prescriptions through the Manage my Health online system.

If a repeat prescription can be issued without you needing a doctor’s consultation, you can collect the prescription from reception 48 hours after requesting it.  Alternatively we are able to fax repeat prescriptions directly to a pharmacy of your choice.  If you would like us to do this, please have the pharmacy details for us when you phone and request your prescription (including the pharmacy name, postal address, phone and fax numbers).

If you need a consultation to have the prescription issued, a nurse will call you to let you know and book a time.

For patients who have long term medication they will need at least one annual medical review by their doctor, most will need a medical review six monthly and some three monthly or even monthly.  Please discuss the frequency of your medical reviews with your doctor at your next appointment.

Please note there are fees for repeat prescriptions and additional charges for faxing prescriptions.

Test results and medical records

How do I find out test results?

Your doctor will let you know how you will be informed about your test results.

If you have a login for Manage my Health you will be able to see your test results online.

Can I access my medical records?

We offer access to your medical records through an online system called Manage my Health. If you have any queries about accessing or to request a logon to Manage my Health please talk to one of our helpful receptionists.