Online Video Appointments

Book an Online Video Appointment on Patient Portal

Exclusively for enrolled patients. Book via the patient portal.

Online video appointments is a new service for our enrolled patients, led by Dr Catherine Chan. This service is not available to visitors or casual patients.

This service is now available from all of our doctors, Monday to Friday 8 to 5pm, and on selected weekends.

The fee for online video appointments is the same as in-person appointments. With a $10 surcharge for appointments on weekends and public holidays.

To see a full list of our fees here (*CSC community services card holders)

Weekdays Weekends and public holidays
Age Medical without CSC Medical with CSC Medical without CSC Medical with CSC
0-5 Free Free 10 10
6-13 Free Free 10 10
14-17 44 13 54 23
18+ 54 19 64 29
What are the benefits of online video appointments?
  • Live video appointments. Talk face-to-face to your doctor via camera using your smartphone, tablet or computer.
  • Simple & convenient. No need to download any software.
  • Avoiding your need to travel to the doctor’s clinic
  • Reduced absence from work
  • Get prescription delivered to your pharmacy for pick-up straight away. We can fax prescription to any pharmacy anywhere in New Zealand.
  • Security. We use systems that meet recommended standards to protect the privacy and security of the video visits.
  • Continuity of care. Available to our enrolled patients only. We have all your health records available.
What could be appropriate to do as an online video appointment?
  • Long term mental health reviews
  • Palliative care reviews
  • Work and Income benefit reviews
  • ACC claims & follow ups
  • Travel medicine conversations or advice when traveling
  • Patients with physical access & mobility issues
What is not be appropriate to do as an online video appointment?
  • If you are experiencing chest pain, difficulty breathing, severe pain, allergic reaction, or bleeding, do not book online – contact our medical centre immediately 09-5796147 or dial 111 for an ambulance.
  • If you are unsure please ring us on 09-5796147 and speak to the triage doctor first.
What equipment do I need? Where are the online video appointments provided?

The online video appointments are provided by doctors working at Ellerslie Medical Centre. To begin with Dr Catherine Chan will be the only doctor providing this new service.

You can join the online video appointment from anywhere, your bedroom, your house, or your work. Choose somewhere private so your consultation will not be overheard!

A computer or device with a camera & microphone is required. See instructions for logging in for details.

Click here for info on what you need for your session.

Before your first appointment we strongly advise you to run a Precall test to check and verify that your device is able to conduct an online video consultation. 

What is the cost of my online video appointment?

From March 2020, the cost of online video appointments is the same as face-to-face appointments at the clinic. A $10 surcharge for each 15 minute appointment on weekends and public holidays. 

To see a full list of our fees click here

How do I pay for the appointment?

We will send you the payment details by text message. You can see our payment options here.

If you require a receipt for insurance purposes, please let the doctor know during your appointment, or ring reception on 09-579 6147.

What if I need to cancel my appointment?

If you booked on H365 patient portal, log into the portal and click on the appointment time to cancel.

Or click on the cancel your appointment link in your confirmation email to cancel anytime before your appointment. 

How to get the most out of your Doctors appointment?

The standard appointment time with a doctor is 15 minutes. This is a short time for you to explain your problems and for the doctor to examine you and decide on a treatment plan. If you feel 15 minutes is not enough time to discuss all your concerns you may be best to book a double appointment with your doctor. (appointments for 30 minutes will incur double the fee above)

How should I prepare for an online video appointment?

You can help get the best from an online video appointment by following these simple steps:

  • arrive at least 15 minutes early to allow for preparation time
  • avoid wearing brightly patterned or reflective clothing as this may interfere with the quality of the camera image
  • switch your mobile off or to silent mode
  • speak clearly so your voice can be picked up by the microphone
  • if you have a question or need help during the online video consultation, just ask.
What happens at the online video appointment?

You and your doctor will be on a computer screen at each end of the online video consultation.

You will be asked some identifying questions such as your name, address, and date of birth to make sure the right patient and right health records are present. The doctor will speak with you and ask you questions in the same way as they would at a face-to-face consultation.

Who will be present?

You, your GP.

As with a face-to-face appointment, a support person/whanau may accompany you if you wish.

How private is the online video appointment?

The same privacy and confidentiality requirements that apply to face-to-face consultations apply to online video consultations.

 It can only be seen and heard by the health care professionals involved.

What if I need to be examined?

If your doctor thinks you need a physical examination after assessing you over video, we will arrange a follow up in-person visit for this. (Additional charges may apply depending on time & complexity)

Will the online video consultation be recorded?

No. Our practice does not record online video consultations and we do not give patients permission to make their own recordings of an online video consultation. If your GP thinks it would be helpful for your treatment to record particular images during your online video consultation, they would first seek your permission to do so.

Resources that are shared during the online video consultation, such as information leaflets, whiteboard, chats and links may be downloaded for future reference.

What if I feel I can’t continue?

Most patients feel a little nervous at the beginning of their first online video consultation because it’s a new way of seeing their doctor. However, most patients soon feel very comfortable with this kind of consultation. It’s very unlikely you’ll feel unable to continue with an online video consultation. If this does happen, you can leave although consultation fees may still apply.