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Te Whakahaeretanga | Administration

Eligibility & fees

We have a publicly funded healthcare system for New Zealand citizens and permanent residents. The government requires that all patients prove they are eligible to receive publicly funded healthcare and that we gather proof of eligibility status from each patient we see. In the case of an emergency this will be done as soon as possible after care. If you are not eligible for publicly funded healthcare you will be charged for your care.

Proof of eligibility status

If we ask you for proof of eligibility, please do not be offended. This is standard practice for all patients of any background. Even if you are a New Zealand citizen, we are required to confirm your eligibility. This initiative has been introduced in recent years. Patients who have been treated in the past, prior to this initiative, may now be asked to provide documentation to prove their eligibility. We understand that you may find this frustrating; however this will ensure that you are not charged for your appointment by mistake. If you have confirmed your eligibility with another Te Whatu Ora locality you must still confirm this when you visit us. Once eligibility status has been recorded by us, patients will not usually be asked again.

You will be asked to provide copies of either:

  • Your passport (including all pages that have a New Zealand immigration stamp or sticker plus the photo page)
  • Your New Zealand birth certificate (and marriage certificate if your last name has changed)
  • Your New Zealand citizen certificate
  • These details will be recorded in our database.

For more information about eligibility please visit the Ministry of Health's website.()

Patient information

In order to provide high quality care, all of our patients are required to provide us with their name and contact details by completing a registration form. The form asks for information such as your name, date of birth, address, and other contact details. This information is stored within our Patient Management System and is what we use should we need to get in touch with you. 

If you need to update any of the contact details which you've previously provided to us, such as your address, phone number, or current GP, please speak with the receptionist or ward clerk when you are on-site at one of our locations. You can also do this from home by contacting our Information Management team via email at Please be aware that you may be asked to fill out an Te Whatu Ora Auckland Locality registration form. For your convenience, we've included a copy of the registration form [PDF, 585 KB]* here. This registration form is for patient use only.

We are always looking for new ways to make keeping in touch with our patients easier. As part of this we are starting to use email to communicate appointment information and test results with our patients. We are in the process of sending out emails to our patients to verify that their email address is correct. Find out more about this, and what you need to do here().

Clinical records

Clinical staff are available to discuss your records with you if you wish. You are also entitled to read your clinical records and can have a free copy of your record or any part of it.

Information from your clinical records may be used for clinical audit or to check the quality of the services we provide. Auditors may see personal information in your clinical records, however any information obtained for these purposes will not be used or shared in a way that identifies you.

Information on how to request your own record or the record of a dependant or family member can be found here().   

Confirming or changing appointments

Starship Children's Health

Outpatient appointments are held at Greenlane Clinical Centre, Starship Children's Hospital and other community locations. Please check your appointment letter to make sure you have the right place, time and day.

Once you have received a letter with the date, time and place for your child's outpatient appointment, we ask that you confirm your appointment. Please visit Starship Children's Health website for full details()

Greenlane Clinical Centre & Auckland City Hospital

If for any reason you cannot make your appointment, please let us know, as we might be able to give your time to someone else. To cancel or change an appointment, please call the number on your appointment letter as soon as possible.