Frequently Asked Questions

Everything you need to know about enrolling with a Comprehensive Care GP

1. What is a Primary Health Organisation (PHO)?

Primary Health Organisations (PHOs) are how the Government ensures that everyone has access to a general practitioner (GP) and a primary care practice. PHOs are local, non-profit organisation that coordinates and funds primary care through enrolled general practices. Te Whatu Ora's capitation funding for enrolled patients helps lower fees, supports prevention, screening and long-term care.

2. What is Tāku Ako?

Tāku Ako is Comprehensive Care’s online learning platform for general practice teams. It offers primary care relevant, self-paced courses across roles and tracks Continuing Professional Development hours and complete mandatory training.

3. What is the Insights Portal?

The Insights Portal is a secure practice dashboard for Comprehensive Care practices. It shows population health indicators and performance measures to guide improvement. Lifestyle Options provides brief mental health support for mild to moderate mental health needs for patients who are 18 or older living in the Waitemata region.

4. What are Lifestyle Options?

Lifestyle Options provides brief mental health support for mild to moderate mental health needs for patients who are 18 or older living in the Waitemata region.

5. What is CarePlus and who is eligible?

Care plus funding supports patients to receive expanded, better-coordinated, lower-cost services from the general practice team.

A general practice that is part of a PHO can enrol a patient in Care Plus if they are assessed by a doctor or nurse at the general practice as:

being able to benefit from intensive clinical management in primary health care (at least two hours of care from one or more members of the primary health care team over the following six months), and

having two or more chronic health conditions, as long as each condition is one that:

is a significant disability or has a significant burden of morbidity, and

creates a significant cost to the health system, and

has agreed and objective diagnostic criteria, and

requires continuity of care and where a primary health care team approach has an important role in management, or

requiring intensive clinical care because they:

have a terminal illness (defined as someone who has advanced, progressive disease whose death is likely within 12 months), or

have had two acute medical or mental health-related hospital admissions in the past 12 months (excluding surgical admissions), or

have had six first-level service or similar primary health care visits in the past 12 months (including emergency department visits), or

are on active review for elective services.

Eligibility criteria:

Being able to benefit from intensive clinical management in primary health care (at least two hours of care from one or more members of the primary health care team over the following six months)

Having two or more chronic health conditions, as long as each condition is one that:

Is a significant disability or has a significant burden of morbidity, and

Creates a significant cost to the health system, and

Has agreed and objective diagnostic criteria, and

Requires continuity of care and where a primary health care team approach has an Important role in management

6. Who is SIA funding for?

Services to Improve Access (SIA) targets people facing the greatest barriers to care, especially Māori, Pacific peoples, and communities in high-deprivation areas. It supports outreach, reduced-fee services, and other access enablers.

7. I have a patient who was recently diagnosed with type 2 diabetes. Can I refer them to you?

Yes. Refer to our free Diabetes Self-Management Education (DSME) programme. Dietitian and related supports are also available. Practices can refer via the CVD/Diabetes advanced form, or by emailing DSME@comprehensivecare.co.nz

8. Where can I find the latest Immunisation Handbook?

The current Immunisation Handbook is available on Health NZ | Te Whatu Ora and is updated regularly. Always use the latest online edition.

9. Why should I enrol with a general practice?

Enrolment provides lower fees, continuity with a team that knows your history, and timely prevention and screening reminders — the best way to receive coordinated care close to home.

10. How do I enrol with a general practice?

If eligible for funded health services in New Zealand, enrolling is easy. Contact a local general practice to see if it is accepting new patients. Bring identification, and if applicable, your visa, and any medical records. If you change practices within New Zealand, your records can be safely transferred to your new provider. Find a practice here.

11. When should I go to an emergency department and when should I see my doctor?

Go to hospital for emergencies. If unsure, call Healthline 0800 611 116 for advice.

See your general practice team when you are sick or injured, for vaccinations, repeat prescriptions, ongoing screening, and long-term condition care. Your doctor can refer you to specialist or hospital care if needed. For more information, click here.

12. How long is a doctor’s appointment? What if I need more time?

A standard appointment is about 15 minutes, including notes, paperwork, and referrals. If more time is needed, the practice can book consecutive slots; this may mean a higher fee.

13. Can I see a nurse instead of a doctor?

Often, yes. Nurses provide advice on conditions such as diabetes, asthma, and high blood pressure; support quitting smoking; deliver routine immunisations (including childhood immunisations).

14. What about Health Improvement Practitioners (HIPs) and Health Coaches?

Some practices have HIPs who see patients in the clinic for brief, goal-focused support. Health Coaches (HC) help build knowledge, skills and confidence so people can participate in the development of their healthcare plan and improve their wellbeing

15. Does Comprehensive Care offer a free Diabetic Eye Screening Programme?

Comprehensive Care facilitates the delivery of Health New Zealand | Te Whatu Ora Diabetic Eye Screening across the Waitemata District. We’re dedicated to helping people with diabetes protect their vision and overall health. Regular diabetic eye screenings play a vital role in preventing vision loss from diabetic retinopathy and other eye complications.

16. What is a diabetes eye check?

A diabetes eye check involves a specially trained health professional photographing the back of your eyes (your retinas). To properly see your retinas the clinician may need to dilate (or make larger) your pupils using special eye drops so they can view the entire retina. Once your pupils are dilated, the health professionals will take a digital photograph of the back of your eyes using a special retinal camera. These photographs are then sent to the diabetic retinal screening team for assessment and grading.

17. How do I get a diabetes eye check and what should I expect?

Referral: Your GP or healthcare provider will refer you to the Diabetic Eye Screening Service.
Appointment Scheduling: Once your referral is received, our team will contact you to arrange a convenient screening time.
Screening Session: A trained health professional will take high-resolution images of your retina using state-of-the-art equipment.
Expert Review: Images are analyzed by the diabetic retinal screening team for any signs of diabetic retinopathy.
Results & Next Steps: You’ll receive your results and recommendations for ongoing retinal screening or specialist eye care.

For more information, email the diabetes eye screening team at: diabeteseyescreening@waitematadhb.govt.nz

If you are not enrolled with a GP, take a look at our list of practices and enrol with one of our GP practices today.

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