Nau Mai, Haere Mai,

and welcome to Broadway Medical Centre!

Broadway Medical Centre is a well-established medical centre located in central Dunedin and has been providing medical care for our patients and families since 1960.

We are a caring and friendly practice delivering you the highest standard of primary healthcare long-term.  We have looked after many generations of families over the years in this way and value this special relationship.

By enrolling with us we are able to offer you reduced fees which are subsidised by the government for PHO’s (Primary Health Organisations).

For further information on enrolling, please visit our page for New Patients

We are committed to treating complaints seriously and responding promptly and fairly.  In investigating the complaint, our aim is to achieve a mutually satisfactory conclusion, and where appropriate, take action to ensure that 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

HDC Logo


 

The Medical Council

PO Box 11 649

Wellington

Phone 04 384 7635

 Mcnz -logo


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

 Privacy Commisioner

What if I need to cancel an appointment?

We understand that life can be hectic sometimes. We ask that you cancel as soon as you become aware that you are unable to make your appointment, in order 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 medicolegal 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, or taken a bit longer with the doctor, or they 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.



TERMS OF TRADE

  1. All services shall be paid on the day.
  2. Payment shall be accepted in the form of cash, direct credit, or direct debit.
  3. All services not paid on the day will receive an additional fee of $5.00 per service.
  4. Where it is agreed that payment need not be paid on the day of service, it shall be paid by the 20th of the month, following the date of invoice and will include the additional fee of $5.00.
  5. Broadway Medical Centre may require payment before a service is provided.
  6. Broadway Medical Centre may withhold further provision of service where there is any outstanding amount due.
  7. We collect personal information from you in order to ensure good patient care and billing. Providing some information is optional however if you choose not to we may be unable to supply you with the requested services.
  8. You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected.
  9. Where patients are in breach of agreed payment terms, we may disclose this information to debt collection agencies and legal proceedings may follow. This may result in your name and address being entered into the Computer Bureau default listing which will have an impact on our credit rating.
  10. Interest may be charged on overdue accounts at a rate to be decided by Broadway Medical Centre from time to time.
  11. Costs incurred to recover outstanding monies will be charged to the customer.
  12. Termination of our services to you may be applied where there is non-payment without prejudice to any claims Broadway Medical Centre may possess.
  13. Prices quoted for services may be adjusted from time to time, and the customer hereby agrees to pay any such adjusted price, e.g., in instances where the cost of goods increases, government surcharges increases, errors or omissions by Broadway Medical Centre or its representatives.
  14. Prices include GST unless otherwise stated.
  15. No goods supplied by Broadway Medical Centre may be returned for credit.
  16. The supply of goods for personal use will be covered by the Consumer Guarantees Act 1993.
  17. Broadway Medical Centre agrees not to use or disclose any information more than is reasonably necessary for the circumstances for its genuine business purposes.
  18. The patient authorises Broadway Medical Centre to collect, retain and use personal information about the patient for the purposes of assessing the client’s creditworthiness. The patient authorises any other company or person to provide Broadway Medical Centre with any information of the type referred to above that may be requested of them. The Credit Reporting Privacy Code 2004 has been issued under the Privacy Act and provides specific rights in relation to personal credit information held by credit reporting agencies as per the Privacy Code at www.privacy.org.nz
  19. Broadway Medical Centre offers a safe and secure Patient Portal with which you can make online appointments and access your personal health information.
  20. Broadway Medical Centre retains the right to grant or (temporarily) revoke patient access to the Broadway Medical Centre patient portal at any time without any obligations to the patient. More information on the use and privacy of the portal are available under www.managemyhealth.co.nz
  21. Variations to the Terms of Trade may occur from time to time, and Broadway Medical Centre will display these variations and the current Terms of Trade at Reception as well as notify the patient by way of invoice.

New Patients

We welcome new patients to Broadway Medical Centre and enjoy getting to know you and your family.

Due to the current high demand to enrol with us we have had to limit our enrolments.  If you have a doctor in Dunedin already, we are currently unable to enrol you.  We are also unable to see Casual Patients at this time.

Please read all the information, fill out the registration form, and sign all appropriate papers to return back to us. You can either email the forms (enquiries@broadwaymed.co.nz) back or drop them into the practice. Please note all signatures must be hand-signed, either by printing out the form and filling it out or on your computer with a stylus or mouse.

If you were not born in New Zealand, we will also need a copy of your passport and any relevant visa details.

Once you have returned the completed forms and you are enrolled, you will receive another email with further information.

This includes a New Patient Medical and Health Questionnaire. We encourage you to make an appointment with a nurse for a New Patient Appointment, where they will go over the information you provide on this sheet, as well as introducing you to the practice. This can be in person or over the phone.  You can then arrange an appointment with the doctor if needed.

The doctors taking on patients currently are Dr. Letava Tafuna'i, Dr. Tania Moerenhout, and Dr. Helen Bernhardt.  You can find information about them by clicking their name to visit their staff profile.

Please note, your enrolment is subject to approval by our doctors and management staff.


Examples of Eligibility:

  • New Zealand citizens
  • New Zealand residents, permanent resident visa holders for a minimum of two years
  • Australian Citizens or permanent residents who are able to show that they have been, or intend to be in New Zealand for a minimum of two consecutive years

Please be aware that we may need to sight your passport for verification of the appropriate documentation. If you were not born in New Zealand we will need to sight your passport and and appropriate visa documentation. (If applicable)

This brochure gives you more detailed information of eligibility.

  • You will pay lower fees for consultations.
  • By having up-to-date information, the practice will be better able to focus on helping you stay in good health by co-ordinating healthcare services for you and your family. 
  • People who develop long-term relationships with their family doctor and general practice team generally enjoy better health care, including early disease intervention, and have better health.

 You can also e-mail us  if you would like more information. 

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, Immigration Medicalsor 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 identifying 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. We can get a doctor to call you back and they will assess you and:

1. Give you medical advice- charge of $15 or
2. Give you a prescription – charge $20 (normal prescription fee applies) or
3. Give you an urgent on the day appointment – normal consult charges apply for that 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. 

Generally, your own doctor will call you unless they are unavailable.   

It is best to call us as soon after 8.00 am as possible on the day to book in for 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.

Due to 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.

Currently under Level 1:

If you come into the practice with respiratory symptoms, you will be asked to wear a mask and to wait in our separate waiting area.

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.  You may be asked to come into one of our Swab Clinics for a COVID-19 Swab or to see the Acute Doctor.  There is no charge for respiratory appointments with 'COVID-like' symptoms if you get tested for COVID-19.

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 workday we have appointments reserved for patients that 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.

Broadway has a COVID-19 Swab clinic available for our patients if they have been advised to get a free COVID-19 test.

If you have phoned for an appointment and you have any respiratory symptoms.  You will be phoned back to go over your symptoms.

If you have been advised to get a test, you will be booked into our clinic.  If the clinician decides you need to see a doctor, you will see our Urgent (same-day) doctor.  There is no fee for this if you get a COVID-19 swab.

Fees & Payments

Fees New

Payment should be made at the time of consultation by Cash, Eftpos, Visa or Mastercard. If you are having difficulties with paying, please discuss with our Accounts Manager, or Reception staff.

ALL ACCOUNTS NOT PAID ON THE DAY WILL INCUR A $5.00 ACCOUNT FEE (Including Prescriptions)

Bank Account Details

For those that prefer to pay online our bank account number is: 03 0903 0245017 00

Please include your surname, initials, and customer number which can be found on your statement.  If you do not have your customer number please phone reception who will be able to give this to you.

Click your bank below to go to online banking:

 Download    Asb    BNZ    Kiwibank   

 NZCU    Westpac    

It is important that if you are having difficulty paying your account that you contact us as we may be able to offer a payment arrangement.  

Accounts unpaid after three months may be passed onto our collection agency Debtor Info.  Additional fees will be incurred and will be payable by the patient.

After Hours

Our normal hours are between: 8.00 am – 6.00 pm Monday to Friday. 

Our phones are diverted to Dunedin Urgent Doctors and Accident Centre between 6.00 pm and 8.00 am weekdays, and 24 hours weekends and public holidays. 

The doctors at Broadway Medical Centre are in the group of Doctors who work at the Dunedin Urgent Doctors and Accident Centre, outside of our normal surgery hours you are able to see a doctor there. Please be aware that although you are generally seen on a first-come, first-seen basis that emergencies do take priority and at times there may be a delay in being seen.

They are open between 8.00 am and 10.00 pm every day.

Urgent Drs Logo

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.

Patient Satisfaction Survey

We value your feedback. Please feel free to complete the survey below to let us know how we are doing (only takes a few minutes).