Situated in the heart of central Dunedin, Broadway Medical Centre has been a trusted pillar of medical care for our community since 1960. As a compassionate and welcoming practice, we take pride in delivering top-notch primary healthcare that stands the test of time.
At Broadway Medical Centre, we cherish the privilege of caring for multiple generations of families, nurturing strong and enduring relationships along the way. Your health and well-being are our utmost priority, and we're committed to providing you with the highest standard of care for the long haul.
Experience the warmth and expertise of our dedicated team as we journey with you towards optimal health and wellness. Join our community of care at Broadway Medical Centre today!
We are committed to treating complaints seriously and responding promptly and fairly. In investigating the complaint, we aim to achieve a mutually satisfactory conclusion, and where appropriate, take action to ensure that the situation does not arise again. It is helpful if complaints are received in writing as soon as possible after the event. Please put your comments or concerns in writing to the Complaints Officer. You may also e-mail the Complaints Officer. Please attention your correspondence to: Paulien, Complaints Officer.
ADVOCACY
If you would like support to make a complaint there is a free advocacy service to help you. Phone the office of the Health and Disability Commissioner. Everyone using a health or disability service has the protection of the Code of Health and Disability Service Consumers' Rights. A copy of the code is available on request, or to view the code of rights click here.
For more information on advocacy visit: https://advocacy.org.nz/
WHERE ELSE CAN I MAKE A COMPLAINT TO?
The Health & Disability Commissioner
PO Box 1791
Auckland
Phone 0800 112 233
Or visit:
HDC - Guide to making a complaint.
The Medical Council
PO Box 11 649
Wellington
Phone 04 384 7635
or visit:
Notification to the Medical Council
For matters where you feel privacy has been breached, you can write to:
The Privacy Commissioner
PO Box 466
Auckland 1
Phone 0800 803 909
or visit:
Making a notification to the Privacy Commissioner
What if I need to cancel an appointment?
We understand that life can be hectic sometimes. We ask that you cancel your appointment at least two hours before your appointment time to allow the opportunity for others to take your appointment slot.
What are ‘enrolled’ and ‘casual’ patients?
Enrolled patients are patients who usually attend Broadway Medical Centre and have funding from the Primary Health Organisation (PHO). If you are enrolled you can access the full range of services provided by the PHO, and also get subsidised consultations instead of paying full fees. For eligibility criteria please see here. Non-New Zealand residents may or may not be eligible for publically funded health care depending on work visa status. Casual patients are patients who come to the medical centre from time to time and have a regular doctor elsewhere or do not have any regular doctor. Casual patients may also be our regular patients who are not eligible for enrolment.
Why is there a charge for repeat prescriptions?
Processing a repeat prescription is not just a case of signing a prescription. Doctors must review your notes and ensure that the prescription is still appropriate. They must also make sure that you have had relevant blood tests if needed, do not have any interacting drugs, and that there are no other reasons why you should not take the medication. This is important for your safety and also for medico-legal reasons. All of these things take time and cannot be done by any other member of your healthcare team.
Why does the Doctor run late?
There are a few different reasons why your doctor may run late, other patients before you may have arrived late, taken a bit longer with the doctor, or may have needed urgent attention. We will try to advise you if there is a delay in being seen for any reason. If you have been waiting longer than 30 minutes then let one of the receptionists know.
How will my records be transferred from my previous Doctor?
The enrolment form includes a section authorising your permission for Broadway Medical Centre to obtain health records from your previous practice, whether this is local or in another part of the country. We will manage the transfer process for you, sending off the authorisation and arranging for your file to be confidentially transferred. If your records are overseas you can obtain these and we will hold them at the medical centre with your current file.
Can I bring a chaperone or support person?
All patients have the right to have a chaperone present during examinations/consultations if they wish. You may wish to bring a support person with you.
Making an appointment is an important part of getting health care from your doctor. We offer a range of appointments for different services and procedures.
Enrolled patients can make appointments by:
- Going online to the ManageMyHealth patient portal for non-respiratory appointments. (please phone reception if there are no appointments available online)
- Phoning reception 03 477 4335
Please Note:
- Appointment times are limited to 15 minutes.
- Appointments are for one person per appointment only.
- Let reception know if you think you may require a longer appointment time. Eg more than one person attending, multiple problems, medicals, or specific procedures that have been previously discussed with your doctor.
- Reception may ask for some information for the doctor to help streamline your care.
- We will do our utmost to see you if you are acutely unwell.
We offer in-person and virtual consultations for our patients.
We've found most patients enjoy having a choice and that most health issues can be managed very well through virtual consultations. Having a virtual consult will save you travel time and waiting in the clinic once you get there, plus you can still see and/or talk with your doctor or nurse.
Phone triage is a system that has been introduced as part of Broadway's journey with being a Health Care Home.
Broadway offers a phone triage assessment service for patients with acute symptoms who request an urgent or same-day appointment with a Doctor/Nurse.
This service allows patients to talk through their symptoms with a GP/Nurse before any appointments are made. This gives the Doctor/Nurse the opportunity of assessing the best course of action and identify any pre-work that needs to be conducted prior to the patient coming into the practice. For example, if a patient needs a blood test or an x-ray the Doctor/Nurse can arrange this.
If, however, the Doctor/Nurse would like to see a patient face-to-face, an urgent appointment will be made.
Every day we offer GP Triage for patients requesting a same-day appointment. One of our triage team will call you back and offer one of the below:
1. Give you medical advice- (charge applies)
2. Give you a prescription – (normal prescription fee applies) or
3. Give you an urgent on-the-day appointment – normal consult charges apply for this appointment
GP Triage appointments are usually done in the morning between 9.00 am and 10.00 am, although this may vary.
It is important that you have your phone with you to ensure you don't miss your call.
It is best to call us as soon after 8.00 am as possible on the day to book these appointments.
If our triage list is full, or unavailable and you need an urgent-same day appointment the nurse will phone you back to discuss things with you and organise the next course of action, dependent on what is needed, and availability.
Since the COVID-19 pandemic, we have all had to do things a bit different. We have procedures in place to ensure we keep all of our patients and staff safe and well.
If you phone to make an appointment and you have any respiratory symptoms such as a cough, sore throat, runny nose etc, you will be directed to our Nurse or GP Triage who will determine the best course of action.
We reserve the right to make changes as per our pandemic planning, and/or as directed by the SDHB Medical Officer of Health or MoH.
Every weekday (except public holidays) we have appointments reserved for patients who need to be seen urgently. Patients needing and urgent/same-day appointments will be phoned back by our TRIAGE team, either a GP or Nurse, to determine the best possible care and appropriate appointment.
After Hours
During our regular office hours, we're here to provide you with exceptional care from 8.00 am to 6.00 pm, Monday to Friday.
However, we understand that healthcare needs don't always stick to a schedule. That's why the doctors at Broadway Medical Centre are also part of the team at the Dunedin Urgent Doctors and Accident Centre. Outside of our usual hours, you can visit them for medical attention.
The Dunedin Urgent Doctors and Accident Centre operate daily from 8.00 am to 10.00 pm, ensuring you have access to care when you need it most. While they aim to see patients on a first-come, first-served basis, please understand that emergencies take precedence, which may cause some wait times.
Rest assured, whether it's during our regular hours or after, your health and well-being remain our top priority. Don't hesitate to seek care whenever you need it!
18 Filleul Street, Dunedin
Phone: 03 479 2900
If it is an emergency that needs urgent care, phone 111 or, the Dunedin Hospital Accident and Emergency Department is available 24 hours.
Alternatively for health advice, you can also call Healthline on 0800 611 116. This a 24-hour phone service.
Keep your enrolment details with us up to date!
It's important to ensure that your information with us stays current and accurate. According to the Ministry of Health guidelines, certain circumstances such as reaching the age of 16, being overdue for a visit for three years, or undergoing a name change require us to update your enrolment details.
To make this process as convenient as possible, please take a moment to complete our Online Enrolment Update below.
Your Feedback Matters!
At Broadway Medical Centre, we're dedicated to providing the best possible care experience for our patients. Your feedback is invaluable in helping us achieve this goal. We invite you to take a few moments to complete our satisfaction survey below.
Your input allows us to understand what we're doing well and where we can improve. By sharing your thoughts and experiences, you play a crucial role in shaping the quality of our services.
Your participation is greatly appreciated and will help us continue to enhance our care standards.
Thank you for taking the time to let us know how we're doing!
