FAQs

These a few of the common questions we get asked. Give us a call if you can’t find the answer that you’re after.

What is Urgent Care?
What are your opening hours?
Do you take appointments?
Are you open on weekends and public holidays?
Will it cost me to come and see you?
Why do you charge for children during the day but not after hours?
Wait times
Do you have a pharmacy on site?
Do you have radiology services available??
I don’t have a GP, can I come see you?
My GP is closed, can I come see you?
Will my notes be sent to my GP?
What if I need a repeat prescription?
Medical certificates / off work certificates?
I’m a tourist (or non NZ resident), can I come see you?
I think I might have an infectious illness (e.g. measles or chickenpox), what should I do?
How do I access my results?
Can I pay my bill once I get paid next week?
Are you Southern Cross accredited?
What are my rights?
What other services do you have on site?

 

What is Urgent Care?

We are like a cross between General Practice and the Emergency Department. We provide urgent medical care in the community to those with illnesses and injuries on a non-appointment basis. We provide support to GPs when you can’t get an appointment with your GP or have an injury needing a bit more expertise such as fractures and wounds, we also provide support to the Emergency Department seeing their non-emergency patients. However we are not a substitute for your GP  – we encourage everyone to have a GP and see them regularly for your ongoing health needs. 
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What are your opening hours?

  • Our Northcross clinic, located at 948 East Coast Road is open 8am – 8pm, 365 days.
  • Our Smales Farm clinic is open 24 hours, 365 days. Both clinics are open as usual on all public holidays.

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Do you take Appointments?

No. We operate as a walk in urgent care clinic and therefore do not take appointments.
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Are you open on weekends and public holidays?

Yes! We are open 365 days a year.
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Will it cost me to come and see you?

In general, yes it does cost to visit us. We are a private organisation that receives minimal funding from the Government and therefore, just like your usual GP, we charge for our services. There are however exceptions to this. We offer FREE ACC consultations for all under 13 year olds, FREE after hours medical care for under 13 year olds and we have subsidised care for those who qualify. We are ACC accredited however you will need to pay an ACC surcharge when you visit us. You can check out our fees page for more information, or give us a ring to discuss.
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Why do you charge for children during the day but not after hours?

When you enrol with a GP, that medical practice receives funding from the ministry of health to provide you with subsidised care and can therefore often provide free healthcare to children. As an urgent care clinic, we do not receive this funding until after your GP closes. For all on going medical advice and treatment, regular GP monitoring is always best.
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Wait times

Wait times vary greatly depending on the time of day that you visit us. This can be impacted by the number of patients that are waiting and also the severity of your problem.
At Shorecare we use the Australasian Triage scores. A nurse will triage you on arrival, they will then ask you some questions and may briefly examine you. You will then be allocated a triage code.

  • Triage 1: Life threatening conditions
  • Triage 2: Emergency – Patients who are very ill
  • Triage 3: Urgent – Patients who are seriously ill but stable
  • Triage 4: Semi urgent – Patient not in immediate danger
  • Triage 5: Non urgent – Minor injuries and illness

This means that some patients who arrive after you may be seen first but be assured we are doing our very best to get you seen in a timely manner.
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Do you have a pharmacy on site?

  • Northcross Pharmacy  is located just across the road from our Northcross clinic and is open 8:30am – 8pm every day.
  • Shorecare Pharamacy is directly opposite our Smales Farm clinic and is open 8:30am – 11pm Monday through Friday, and 8am – 11pm Saturday and Sunday.
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    Do you have radiology services available?

    • The Radiology Group is located within the Shorecare Northcross building. They are open 8am – 6pm Monday through Friday but are on call for Shorecare 7 days a week 8am – 8pm. See their website for information on their services.
    • Horizon Radiology is at our Smales Farm clinic; in fact they are just the next desk along from our receptionists! They are open 7:30am – 8pm Monday through Friday, 10am – 6pm Saturday and Sunday, and are on call for Shorecare 24 hours. See their website for more information on their services.

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    I don’t have a GP, can I come see you?

    Shorecare encourages everyone to enrol with a GP. However if you are suffering from an acute medical condition or have had an accident come and see us, that’s what we specialise in! See our GP network to find a GP in your area. For on going medical advice and treatment, regular GP monitoring is always best.
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    My GP is closed, can I come see you?

    Yes! If you GP is closed and you require urgent medical attention come and see us, however if it is for an on going medical condition it is best to follow up with your own GP. Over Christmas and holiday periods when some GP practices close we recommend that prior to this you ensure that all your medications are up to date.
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    What if I need a repeat prescription?

    Shorecare does not routinely give out repeat prescriptions, though we may be able to help with a small prescription to tide you over until you see your GP. If you have a medical condition that needs on going treatment it is best to follow up with your GP.
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    Medical certificates / off work certificates?

    If you require a medical certificate or an off work certificate, please ask at the time of consultation. Once you have finished with the Doctor they will move on to seeing the next patient quickly and as a general rule we will not interrupt a consultation unless for an emergency. This means that you will have to wait for the Doctor to become free again for a certificate to be obtained for you.
    If you require further certificates, we encourage you to follow up with your GP. If you choose to re-present to Shorecare there will be a charge for follow up certificates. For on going medical advice and treatment, regular GP monitoring is always best.
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    I’m a tourist (or non NZ resident), can I come see you?

    Yes. See our fees page for more information. If you have had an accident while in New Zealand, you are covered by ACC. You will still be required to pay a small surcharge for this, however your care will be subsidised.
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    I think I might have an infectious illness (e.g. measles or chickenpox), what should I do?

    If you think this may apply to you, please give the clinic a call on 0800 SHORECARE (0800 746 732) before you arrive so that we can expect you and isolate you. Please do not enter the clinic unless you have been advised by our staff to do so.
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    How do I access my results?

    Our clinical staff regularly check results as they come in and they will contact you if there are any unexpected abnormalities or if any further treatment is required. Your results are also routinely sent to your GP – please follow up with your GP if you have ongoing concerns regarding your results.

    All x-rays are reported by a Specialist. These reports generally come to Shorecare within 24 – 48 hours. Shorecare will contact you if the Specialist identifies a need for any further treatment.
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    Can I pay my bill once I get paid next week?

    We encourage payment at the time of consultation however we understand that this is not always possible. An account may be given to you at the discretion of our staff. If this is the case an account fee of $15 dollars will be added to your account, if you pay you bill within 14 days of your consultation, this $15 does not need to be paid, after the 14 day period the additional $15 must also be paid.
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    Are you Southern Cross accredited?

    Yes! If you are a Southern Cross member make sure to let our receptionists know. We can process your claim directly to Southern Cross following your consultation at Shorecare.
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    What are my rights?

    Follow this link to have a read up on the Health & Disability Commissioner Code of Rights. http://www.hdc.org.nz/the-act–code/the-code-of-rights
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    How does ACC work?

    If you have had an accident and are injured make sure to fill out an ACC form when you come to see us. Once you have seen the Doctor they will complete the ACC form electronically and this will then be sent to ACC for approval. Please allow a minimum of two working days for your ACC claim to be lodged and completed.
    We are ACC accredited however you will need to pay an ACC surcharge when you visit us. See our fees page for more information or give us a ring to discuss.
    If once ACC reviews your claim and makes the decision to decline you will be invoiced the remaining balance for the cost of the consultation to Shorecare.
    Follow this link to see how ACC can help you. https://www.acc.co.nz/im-injured/
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    What other services do you have on site?

    Northcross

    Smales Farm

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