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Telehealth Patient Information

Making a telehealth consultation with one of our clinic doctors or a Bettr doctor

We may provide our services to you through a telehealth consultation, which could be a telephone consultation with one of our clinic doctors or an online consultation with one of our doctors through our Bettr platform.


A telehealth consultation can be provided so that you will speak with one of our clinic doctors over the telephone or you will connect with one of our Bettr doctors using video conference technology so that you will not have to leave your home community. This will reduce the time, cost and stress associated with travelling to an appointment.

Disclaimer (health advice given to New Zealand based patients only)

Telehealth consultations can only legally occur for patients physically located inside New Zealand at the time of the consultation. All Tamaki Health doctors are physically located inside New Zealand and New Zealand registered doctors cannot give health advice to patients located overseas. Any such advice inadvertently given should be disregarded and medical advice and assistance sought from a local doctor only.Telehealth consultations can only legally occur for patients physically located inside New Zealand at the time of the consultation. All Tamaki Health doctors are physically located inside New Zealand and New Zealand registered doctors cannot give health advice to patients located overseas. Any such advice inadvertently given should be disregarded and medical advice and assistance sought from a local doctor only.

Your Privacy is Important…

Your doctor knows your personal health information is important and must be protected. Personal health information is any information that about an identifiable individual that relates to the health of the individual and can include, amongst other matters, information about the individual’s medical history, disabilities, health and/or disability services that have been provided, and any information collected in connection with the provision of any health or disability service provided to the individual.

By agreeing to a telehealth consultation, you agree to the collection, use and disclosure of your personal health information by your doctor before, during and after the consultation.

When personal information is collected from you in connection with the provision of a telehealth consultation, the Tamaki Health general privacy policy (which can be found here) will apply, as well as the terms of this statement. To the extent that there are any inconsistencies with the general privacy policy and this Telehealth Patient Information statement, this statement will take precedence.

In the course of a telehealth consultation:

  • Your doctor will collect personal health information that you share with your doctor during the consultation. This could include photographs or recordings that you share with your doctor.
  • If you are already enrolled as a registered patient with a doctor GP in the Bettr/Tamaki Health network (e.g. Local Doctors, ETHC, White Cross, clinics), your doctor will have access to your existing personal health information retained by the network, and may uses that information during the telehealth consultation.

In addition, you give permission for your doctor to access any health information relevant to your consultation from Testsafe (the New Zealand national secure data repository which includes your data held at public hospital hospitals, community laboratories and dispensing services). You can withdraw your permission for this at any time before or even during your telehealth appointment.

If you do not provide your personal information, your doctor may not be able to provide some or all of your services to you.

By agreeing to a telehealth consultation, you give permission to your Tamaki Health doctor to release the relevant aspects of your personal health information to those involved with your care including your GP if Tamaki Health is not your usual GP. You can withdraw your permission for this at any time before or even during your telehealth appointment.

We will ensure that your personal information is protected by reasonable security safeguards against loss; unauthorised access, use, modification or disclosure; and other misuse.

Once we no longer need your personal information for the purposes it was collected for, or for which you have authorised, and it is no longer required to be kept by us, we will ensure that it is securely disposed.

What is a virtual consultation?

A telehealth consultation is a virtual consultation that uses either a telephone call through your usual telephone service, or an online video call using video cameras and monitors to connect you to a doctor, rather than meeting your doctor in person. This reduces the need for you to travel to receive care. You will be able to hear and talk to the doctor on the telephone call consultations, and to see, hear and talk to the doctor on the online video call consultations.

How does a virtual consultation work?

A telehealth appointment is just like a normal appointment; only the doctor you will be meeting with will be on the telephone or on a video call. Before you arrive, the doctor you are going to see will already have relevant information about you to support your health. However, you may be asked to bring test results, medications or x-rays with you. The audioconference or videoconference connection is made with the doctor at a different location and the consult begins.

Is there a cost for a virtual appointment?

There is a fee for a virtual consultation. This fee is paid prior to the consultation starting. Information on Bettr telehealth consultation fees are available on the Bettr website and there is also advice about what to do if you need to change or cancel your Bettr consultation. Information on telehealth consultations with your clinic doctor can be obtained from your clinic.

Is telehealth private?

Just like normal doctor’s appointment, your telehealth visit will be private and confidential. It can only be seen and heard by the health care professional involved. If you have any questions, please speak to your health care professional during the consultation.

Keen to give feedback/unhappy?

We are here to listen and help. If you have any positive or negative feedback please provide it here.