• 83 Girven Rd, Mt Maunganui
  • 07 575 5009
  • admin@girvenfp.co.nz
  • Mon-Fri: 8-5pm

Patient Policy


We ask that you please arrive on time or early for your appointment

DNA (Did Not Arrive)

Failing to arrive without any notice leading up to your appointment time will result in a $30 DNA Fee charged to your account.

By not arriving to your appointment, means your are preventing other patients from being seen for their health needs.


Due to a high demand of appointment requests, we require a minimum notice of two hours for a cancellation of your appointment.

If you fail to notify us within this time frame for your selected appointment, a *$15 fee may be applied to your account.

*This is fee is only applied on the basis that the appointment time can not be filled by another patient. 

Patient Account

Accounts MUST be paid in full at the end of your consultation unless agreed prior.
Overdue invoices of more than 90 days WILL require payment prior to a consultation. Unless prior agreements have been made.


We will take reasonable precautions to keep your personal information secure. However, you acknowledge and agree that you are solely responsible for the security of any online accounts you have with us and the security of your computer, mobile phone, tablet or other device. You acknowledge that the internet is inherently insecure. In sharing your personal information with us, you accept the risk that any information stored or transmitted on the internet or through email or any other digital channel may be intercepted or subject to unauthorised access or fraudulent behaviour by any other party.

We will retain your personal information for as long as is necessary to carry out the purpose for which the information was collected, subject to the Health (Retention of Health Information) Regulations 1996.

Links to other websites

The Girven Rd Family Practice website may provide links to other related websites for your ease and convenience. These websites may have different security standards and privacy policies. We recommend that you read the privacy policies for these websites before deciding whether to divulge information to these websites. We are not responsible for the information you choose to divulge to these websites.

Changes to this privacy policy

We will make changes to this Policy from time to time. When we make changes, we will update the Policy on our websites and those changes will be effective immediately thereafter.

Feedback Policy

We constantly strive to give patients the best possible care and attention. We regularly review our service and have case discussions.

Practice feedback procedure

Feedback can be submitted by downloading and filling out our feedback form. Please print the form, fill in the details, and either hand in at reception or send through the post. In all cases we would respond to your submission in 5 working days and offer you an opportunity to discuss the feedback with our General Manager.

We will try to:

  • address your concerns fully
  • provide you with an explanation
  • discuss any action that may be needed

We hope that you will be satisfied that we have dealt with your feedback thoroughly. However, if this is not possible and you wish to continue with your feedback, we will direct you to the appropriate authorities.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if feedback is not made by that patient in person.

Patient information and confidentiality

Access to patient information

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other MOH organisations in the interests of patient care.

Confidential patient data will be shared within the health care team at the practice and with other health care professionals to whom a patient is referred. Those individuals have a professional and contractual duty of confidentiality.

Confidential and identifiable information relating to patients will not be disclosed to other individuals without their explicit consent, unless it is a matter of life and death, there is a serious risk to the health and safety of the patient or it is overwhelmingly in the public interest to do so.

In these circumstances the minimal identifiable information that is essential to serve a legal purpose may be revealed to another individual who has a legal requirement to access the data for the given purpose.

That individual will also have a professional and / or contractual duty of confidentiality. Data will otherwise be anonymised if possible before disclosure if this would serve the purpose for which data is required.

Data protection policy

The practice is committed to security of patient and staff records.

The practice will take steps to ensure that individual patient information is not deliberately or accidentally released or (by default) made available or accessible to a third party without the patient’s consent, unless otherwise legally compliant.

The practice will undertake prudence in the use of, and testing of, arrangements for the backup and recovery of data in the event of an adverse event. The practice will maintain a system of “Significant Event Reporting” through a no-blame culture to capture and address incidents which threaten compliance.

Access to health records

The Data Protection Act allows a patient to find out what information is held on computer concerning their health records. If a patient wishes to see them, a patient should make a written request to the practice. You are entitled to receive a copy, but should note that a charge will be made.

Patients’ rights and responsibilities

Patients have a right to expect a high standard of care from our practice and we will try at all times to provide the very best care possible within the resources available.

In order to assist us in this we require that patients take full responsibility for ensuring that they do not abuse the service. For example, it is the patient’s responsibility to ensure that they keep medical appointments and follow the medical advice given. In addition, if a doctor feels that a patient’s medical problem is complicated, or a patient has more than one problem to discuss with their doctor, we would suggest that the patient considers making more than one appointment.

Very occasionally a practice / patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove a patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal. Patients have the right to express a preference of practitioner when making an appointment.

Violent patients – zero tolerance

Girven Rd Family Practice operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient’s medical records the facts of the removal and circumstances leading to it.