Accounts Policy
Complaints Policy
Test Results


At St Albans Medical Centre, we encourage your feedback.  A designated box is located in the reception area.  Any ideas, comments are welcome.

Accounts Policy

Our policy is that payment is required on the day of consultation unless prior arrangement has been made (For example setting up an Automatic Payment).  If you have problems with your ability to pay medical fees, please discuss this with your practice team or the Practice Manager.

All accounts issued will incur an administration fee of $5.00


Our practice is committed to meeting our obligations under the Health Information Privacy Code (HIPC) to protect the privacy of your health information.  To ensure that we meet our obligations we have:

  • trained our staff in the Health Information Privacy Code
  • appointed a privacy officer.  The privacy officer for our practice is Sue Allen.  If you wish to speak to her, please contact reception.
  • developed a privacy policy for our practice
  • have available a privacy brochure “Your health information, Know your privacy rights”.

For further information you can contact the Office of the Privacy Commissioner on 0800 803 909 or go to the website www.privacy.org.nz

Please note that this practice is contributing to, and accessing healthcare information from HealthOne –

What is HealthOne?

HealthOne is a South Island based secure electronic record that allows registered healthcare providers directly involved in your healthcare, to quickly access information such as your test results, allergies, medications, GP summaries and hospital information. HealthOne strictly adheres to the principles of the Privacy Act 2020 as well as the Rules set out in the Health Information Privacy Code 2020.  Access is only possible via an approved highly secure healthcare information network which is regularly audited and tested.  Privacy auditing is used to check that only those directly involved in your care are accessing your information.  To find out more about HealthOne please visit https://healthone.org.nz/.  Please note that you are entitled to restrict the sharing of your healthcare records by contacting 0508 837 872 or emailing HealthOne.privacy@pegasus.health.nz

Complaints Policy

St Albans Medical Centre acknowledges the rights of the patient outlined within the Health & Disability Commissioners Code of Rights.  We aim to provide a high quality, professional service for all patients at all times.

If you have any complaints about the treatment or service you have received from us we would like to know.  Please approach your practice team with your concerns or alternatively we encourage you to provide the full details of your complaint in writing to us as soon as possible so we can fully investigate your complaint.

Our complaints officer is Sue Allen.

Persons’ responsible if the complaint is about the complaints officer

  • Dr Andrew Gillespie, Dr Vivienne Hancock, Dr Michael Morrison or Dr Paul Theobold

If you make a complaint to us we will:

  • let you know that we have received your complaint within five working days unless it has been resolved to your satisfaction within that time
  • let you know within ten working days whether or not we feel your complaint is justified.  If we need more time to investigate your complaint we will advise you of this and why more time is needed.

Once we have made a decision regarding the acceptance or otherwise of your complaint we will:

  • provide you with reasons for our decision
  • advise you of the actions we propose to take
  • advise you of the practice appeal procedures and your rights to complain to the Health & Disability Commissioner or the Privacy Commissioner.

For complaints that take some time to fully resolve we will advise you about the progress of your complaint each month.

At any time you require we will provide you with all the information that the St Albans Medical Centre hold that is or may be relevant to your complaint.

Test Results

Following a test, if you do not hear from us, you can assume the results were normal.

All abnormal results are followed up by the clinical staff who will contact you on your provided telephone number, email or Manage My Health secure message.  Please ensure you update your details with reception if these change.

We are happy for you to check on your results status, or confirm that they are normal by contacting your practice nurse.

Please contact us and make an appointment to see your doctor if your problem is not resolving and you require further investigation.

Please note reception staff are not able to help you with your results. In the event you call and your nurse is not available, a message will be left and you will be contacted on your preferred phone number.  We endeavour to return calls the same day.  If you feel the matter is urgent please notify reception at the time of your call.

Child Protection Policy

The Children’s Act was passed by Parliament in June 2014.  It forms a significant component of comprehensive measures to protect and improve the wellbeing/whaiora of vulnerable children and strengthen New Zealand’s child protection system.  

St Albans Medical Centre has adopted a child proteciton policy that recognizes the important and sensitive role and responsibility staff have in the accurate detection of suspected child abuse and/or neglect and the early recognition of children at risk from abuse, as well as adults’ at risk of abusing children.  

It is underpinned by the legal framework of children’s rights and takes into account respect for parents, whanau, the community and people’s respective cultures.