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More frequently asked questions

Who can I see?

Will I see a registered medical professional in my consultation?

Yes, you will. All CareHQ GPs are experienced and licensed medical practitioners, registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners or the Royal New Zealand College of Urgent Care. CareHQ is a New Zealand company and we're proud to support local GPs. If you choose a Nurse led appointment, your Nurse will be registered with the Nursing Council of New Zealand and trained to assess your health needs and provide care that supports you to manage your health.

CareHQ is a New Zealand company and we're proud to support local GPs.

Can I see a GP today or can I book ahead?

The choice is yours depending on your health needs.

You can choose to;
- See the next available GP, or
- You can book ahead at a time that suits you, up to 6 days in advance.

There’s no limit to the number or type of bookings you make. Each consultation is charged individually.

Is my usual GP signed up to CareHQ?

Any GP registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners can provide their services to CareHQ as a provider of medical consultations. They can also use CareHQ to provide virtual and after-hours care for their practice.

If your GP is not part of CareHQ feel free to mention us to them – we’d love to have them on board!

Will my regular GP be informed about my CareHQ consultation?

The decision is yours.

  • If the CareHQ GP you see isn’t your usual GP you’ll be asked for permission to send a copy of your consultation notes to your usual GP
  • If you want the notes shared with your GP, you simply need to provide the name of your GP or health clinic
  • If you don’t want the notes shared with your GP, you may decline giving permission and your consultation notes will not be passed on
  • CareHQ prescriptions dispensed by pharmacies in some regions of New Zealand, particularly in the Auckland region, are visible by others involved in your care. You’ll need to discuss this with the pharmacy if you would like this information withheld
Does CareHQ support continuity of care?

Continuity of care is concerned with quality of care over time. It is the process by which the patient and his/her/their physician led team are cooperatively involved in ongoing health care management toward the shared goal of high quality, cost effective medical care. It Is facilitated by a physician led, team-based approach to health care reducing fragmentation and therefore improving patient safety and quality of care. CareHQ supports the concept of continuity of care and supports the role of General Practitioners in providing continuity of care to their patients in all settings, both directly and by coordination of care with the health care team and other health care professionals.

I have health insurance but I’m not with Southern Cross - can I use CareHQ?

Yes, you can. CareHQ is a virtual consultation service for all Kiwis, it doesn’t matter which health insurer you’re with. A CareHQ virtual consultation is considered the same as an in-person consultation with a GP. At the end of the consultation you’ll be emailed your receipt which you can use to claim the same way you do now if you have GP cover.

It may pay to check what you’re covered for with your health insurer.

I’m a Southern Cross member, do I have to pay for the consultation?

Southern Cross members can get CareHQ consults free of charge when booked through the Southern Cross app (T’s&C’s apply). Find out more

Are CareHQ GPs trained in New Zealand?

Yes, they are. All CareHQ GPs are trained in New Zealand. Importantly, they’re experienced licensed medical practitioners registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners.

CareHQ is a New Zealand company and we’re proud to support our local GPs.

Can I book a follow-up consultation?

To ensure your health and wellbeing needs are met, you may be asked to book a follow-up appointment, or you may wish to obtain another check-up for your own peace of mind. Follow-up consultations may also be necessary to discuss test results, follow up on your progress, or to deliver care not completed within your initial 10-minute consultation.

Medical documentation that you would like your CareHQ GP to review during your consultation must be emailed at least 3 working days before your appointment date. This can be done via the contact button below. You should be aware that emailing your documentation ahead of time does not guarantee completion of these forms, but it will allow your CareHQ GP to have them at hand when they see you.

You should be aware that there will be a separate cost for any follow-up consultation as further medical services are being sought, and provided by the CareHQ GPs.

Why is CareHQ priced differently to my usual GP?

When you enrol with your GP practice, the government pays a part of your consultation fee. CareHQ doesn’t want to impact the GP practice you’re enrolled with, so we’re not enrolling patients and therefore the government isn’t contributing to the CareHQ consultation fee.

With CareHQ you’re paying for convenient virtual care. When compared with urgent or after-hours services you may find that a CareHQ consultation is more affordable.

I have GP visits on my health insurance plan, how do I claim for this?

CareHQ is a virtual consultation service for all Kiwis, it doesn’t matter which health insurer you’re with. A CareHQ virtual consultation is considered the same as an in-person consultation with a GP. At the end of the consultation you’ll be emailed your receipt which you can use to claim the same way you do now if you have GP cover.

It may pay to check what you’re covered for with your health insurer.

Can I use it for my children?

Yes, you can use CareHQ for a child if you’re the child’s parent or legal guardian, but if the child is 13 or under we suggest the CareHQ profile holder attends the virtual consultation with them.

Children over the age of 16 must create their own profile and book their own consultation.

Price, payment and cancellations

How much does it cost?

A standard CareHQ virtual consultation booked between 7am - 7pm is a flat rate of $79.95. For our after hours, international visitor & injury management consultations, please refer to https://www.carehq.co.nz/#pricing

Southern Cross members can get CareHQ consults free of charge when booked through the Southern Cross app (T’s&C’s apply). Find out more

Can I cancel or change my appointment?

Yes, you can cancel or change your appointment.

For a future booking
You’ll receive up to 3 notifications of your appointment:

There is a link in each of the notifications where you can cancel your appointment. If you need to change your appointment, please cancel it and book a new one. The notifications include:

  1. Your booking confirmation (email and SMS / text confirmation)
  2. Confirmation (email and SMS / text) six hours before your appointment including a link for your consultation.
  3. A final reminder confirmation (email and SMS / text) 15 minutes before your appointment including a link for your consultation.

You’ll be charged the full consultation fee if:

  • You cancel your booking within six hours of your consultation time.
  • You don’t turn up for any of your booked consultation time.

Provided it’s more than 6 hours till your appointment, here’s how you can cancel it. If you want to change the time of your appointment, please cancel the existing one and book a new one.

  1. You can cancel your consultation using the links in the txt and email consult confirmation notifications you’ve received.
  2. You can go to ‘My appointments’ in the drop-down navigation of the CareHQ app, click on your scheduled appointment and click cancel.
  3. If you booked via the My Southern Cross app, go back into CareHQ via the Southern Cross app, select My Appointments in the drop-down navigation, clicked on the scheduled appointment and click cancel.
  4. If you booked via Unifyhealth https://book.unifyhealth.co.nz/app/booking?step=0&activeCoreStep=1 enter your details and click on the CareHQ button to change or cancel your appointment. You’ll be entitled to receive a full refund if you cancel your booking six hours or more before your consultation time. If you wish to reschedule your booking to an alternative time, you will need to cancel your booking six hours or more before your consultation time and then re-book a new appointment.
    See our Cancellation Policy for more details. If you believe you are entitled to a refund, please contact us at care@carehq.co.nz
How do I pay?

Paying for your consultation is really straightforward.

We’ll ask for your payment card details through a secure payment process when you book your consultation. We accept bank debit cards and credit cards (VISA, MasterCard).

You’ll only be charged when your consultation is successfully completed.

When will I be charged for the consultation?

Your payment card will only be charged once you’ve successfully completed your consultation.

Your receipt will be emailed to you after your consultation.

You will be entitled to receive a full refund if you have made a future booking and cancel your booking six hours or more before your consultation time.

You’ll be charged the full consultation fee if:

  • You cancel your booking within six hours of your consultation time
  • You don’t turn up for any of your booked consultation time
Does my health insurance cover me for a CareHQ consultation?

If you have GP cover as part of your health insurance plan with any health insurer you may be covered for a CareHQ GP consultation. A CareHQ virtual consultation is considered the same as an in-person consultation with a GP by most health insurers, but to be sure you should confirm this with your health insurer.

How do I use my CareHQ coupon code?

How do I get a coupon code?

CareHQ coupon codes may be issued by companies that we partner with (this could be your employer or a company offering you the discount in partnership with CareHQ).

Can anyone use a coupon code?

Yes, anyone can use a CareHQ coupon code if they’ve been issued one. The code will also apply if you’ve booked a consultation for a child if you’re the child’s parent or legal guardian.

How does my coupon code work?

When you arrive at the payment screen in the CareHQ app or when you book online, you’ll be asked to apply a coupon code if you have one. Enter your coupon code (normally 6-8 letters and numbers) and click ‘Apply’.

Can I use my coupon code more than once?

If you have a multi-use coupon this can be used more than once depending on the terms and conditions of the promotion. Single-use coupons can only be used once. Some promotions may only be valid for a limited time, so please check the terms and conditions of the promotion.

I have more than one coupon code, can I combine them?

You can only use one CareHQ coupon code at a time.

How do I know the dollar value of my coupon code?

When you enter your code into the payment screen in the CareHQ app, you’ll see the dollar value of the discount and if there is a balance to be paid. If the coupon code covers the full cost of your CareHQ consultation you’ll see there’s no balance to pay.

How many times can I use my multi-use coupon code?

You can use your multi-use coupon code as often as the terms and conditions of the promotion allow. Some promotions may only be valid for a limited time, so please check the dates in your terms and conditions.

I need to cancel my consultation; will I be re-issued my coupon code?

You’ll be entitled to a full refund if you cancel your booking six hours or more before your consultation time and a new coupon code for the same value will be issued to you. Please note that if the consult is cancelled within the six hour cut off period, the coupon code will be deemed as ‘redeemed’ and no refund will be provided. See our Cancellation and Refund Policy for more details. If you need help with your coupon code, please contact us at care@carehq.co.nz.

How long is my coupon code valid for?

Your coupon code is valid for as long as the terms and conditions of the promotion allow. Some promotions may only be valid for a limited time, so please check the dates in your terms and conditions.

What if I’m not happy with the coupon process?

We’re committed to providing you the very best quality of service. If for some reason you’re not happy with how your coupon is working please let your coupon issuer know straight away (this could be your employer or a company offering you the discount in partnership with CareHQ).

Any other questions?

If you need help with your coupon code, please contact us at care@carehq.co.nz.

Sign up as a GP service provider or practice

I’m a GP, how do I offer consultations through CareHQ?

If you’re a GP and you want to add your expertise to the CareHQ team you can register your interest at CareHQ.co.nz/join-us

The benefits of becoming part of CareHQ;

  • Enjoy a flexible work/life balance by dictating when you work
  • With virtual consultations, you can work from anywhere – your practice, your home or the holiday house, at times that are most convenient to you
  • Work with the assurance that CareHQ has strong clinical governance, policies and procedures
  • You’ll receive an induction and on-boarding, as well as best practice training in virtual consultations
  • Leave the finances up to us – CareHQ will manage all your payments, there’s no invoicing or overheads to worry about
  • CareHQ has been designed and developed by primary care for primary care, so we talk your language and understand your needs

We’re looking forward to hearing from you!

How can my GP practice join CareHQ?

CareHQ has been created together with the primary care industry and the provider system. We have GPs, the New Zealand medical industry and your patients at the heart of everything we do. We’re designed to be your choice for convenient virtual care that is linked back to you (if your patient chooses) so that we can support you in providing continuity of care.

CareHQ brings Kiwis a trusted, convenient and secure virtual consultation service.

Find out how your practice can offer CareHQ as part of your after-hours care by contacting us at care@carehq.co.nz

Search other frequently asked questions

I’m an international student – can I use CareHQ?

Yes. If you’re 16 years of age and over you can create your own CareHQ profile and book an International Visitor consultation. CareHQ is a more affordable alternative to a $120 walk-in consultation at a GP clinic*.

*Based on the cost of a casual non-New Zealand resident consultation

I’m on holiday in New Zealand – can I use CareHQ?

Yes. CareHQ is so convenient if you’re on holiday and a more affordable alternative to a walk-in consultation at an after-hours care clinic*. If you are an international visitor, please book and International Visitor consultation.

You can also use CareHQ for a child if you’re the child’s parent or legal guardian, but if the child is 13 or under we suggest the CareHQ profile holder attends the virtual consultation with them.

*Based on the cost of a casual walk-in consultation

Can I order my prescription through CareHQ?

Yes! That’s just one of the reasons why CareHQ is so convenient. At your GP consultation we will send your prescription to your preferred pharmacy.

There may be some circumstances when we are unable to provide a prescription for a medication in a virtual consultation due to New Zealand regulations.

Can I book on behalf of my family members

Yes, you can use CareHQ for a child if you’re their parent or legal guardian, but if the child is 13 or under we suggest the CareHQ profile holder attends the virtual consultation with them.

Any family members aged 16+ years must create their own CareHQ profile and book their own consultation.

Can I use CareHQ for an ACC consultation?

You’ll pay the standard CareHQ or Southern Cross consultation rate as our payment gateway is unable to process ACC subsidies. We’re working to update this part of our payment system.

If you wish to claim the ACC subsidy you may prefer to start a new, or continue an existing, ACC claim with your regular GP.

About the consultation

Where can I do my consultation?

You can do your consultation from anywhere that has a strong and reliable internet connection and is a private and quiet space where you can relax without distractions while talking to the doctor.

Moving cars and environments with open hazards such as work sites in close proximity to machinery are not suitable for conducting safe consultations. If your CareHQ GP feels the environment you are in is unsafe to be on a call, you may be asked to rebook for a time when you can find a more suitable environment.

How does the GP know what’s wrong if they can’t see me in person?

Seeing you in person isn’t as important as you’d think. It’s your medical history and symptoms that really matter. The GP will see you clearly on a video screen and ask you some key questions to find out how they can best care for you.

If there's a problem with your internet connection your GP may need to complete the consultation over the phone.

How does it work if my CareHQ GP says I need a physical examination?

The CareHQ GP would recommend you see your usual GP for a physical examination.
Or they can recommend a GP in your area.

The physical consultation will be a new consultation for which you’ll need to pay the GP directly.

How many virtual consultations can I book?

As many as you like. We’re here for whenever you need us 7 days a week, 7am – 9pm.

What if I’m not happy with the consultation?

We’re committed to providing you the very best quality of care.

  • Please let the GP know straight away if you have any concerns so they can provide the care you need
  • If for whatever reason you’re not happy with the care you received, you can provide feedback here or the CareHQ app menu (accessed either directly through the CareHQ app or via the My Southern Cross app)
Do I need to enrol or register with CareHQ?

We need to collect your personal details* in the CareHQ app or when you book online so we can identify you and send you consultation notifications. There is no requirement for you to enrol with CareHQ as we’re not an enrolling general practice.

You’ll still be enrolled with your usual practice, using CareHQ does not change this.

CareHQ simply provides you with a convenient appointment when you need one, if you’re unable to see your usual GP.

*Personal details include your National Health Index (NHI) number, first name, last name, middle initial, gender, date of birth, email address, mobile phone number and any documents you are required to upload to confirm your identity or to assist the GP with your treatment.

Are CareHQ GPs trained in New Zealand?

Yes, they are. All CareHQ GPs are trained in New Zealand. Importantly, they’re experienced licensed medical practitioners, registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners.

CareHQ is a New Zealand company and we’re proud to support our local GPs.

How do I start my virtual appointment?

For a future booking

You’ll be sent an email and a SMS / text message confirmation with a secure link for your consultation 15 minutes beforehand. Simply click on the link and it will take you straight through to the consultation.

Tips for a great consultation experience:

  • If your workplace has strong network security try using your personal internet connection on your personal device
  • Wherever you are, make sure you’ve a good internet connection and stay in one place
  • Find a private and quiet space to have your consultation
  • Have your payment card ready
  • It might be helpful for you to have a note of your usual medication or have your medication on hand
  • You don’t need to stay glued to your screen or keep the CareHQ app open while you’re waiting for your consultation to start, we’ll send you an email and a SMS / text message when your GP is ready to connect
  • Have the name of your usual GP practice and the name of your preferred pharmacy on hand in case you need a prescription as it will be sent to your preferred pharmacy for you to collect
Can I book a follow-up consultation?

To ensure your health and wellbeing needs are met, you may be asked to book a follow-up appointment, or you may wish to obtain another check-up for your own peace of mind. Follow-up consultations may also be necessary to discuss test results, follow up on your progress, or to deliver care not completed within your initial 10-minute consultation.

Medical documentation that you would like your CareHQ GP to review during your consultation must be emailed at least 5 working days before your appointment date. This can be done via the contact button below. You should be aware that emailing your documentation ahead of time does not guarantee completion of these forms, but it will allow your CareHQ GP to have them at hand when they see you.

You should be aware that there will be a separate cost for any follow-up consultation as further medical services are being sought, and provided by the CareHQ GPs.

What happens at the end of the consultation?

The GP will check you understand what they think the problem is - and what should be done about it. This may include any or all the following:

  • Emailing a prescription to your preferred pharmacy for you to collect
  • Emailing you a lab test form, for example you may need a blood test
  • Arranging a follow-up appointment for you through CareHQ
  • Recommending a follow-up appointment in-person
  • Writing a referral to a specialist or allied health service
  • Emailing you some educational material about your condition or problem

Technical support

Forgot your password?

No problem, it happens to the best of us. To reset your password, simply use the forgot password link. You do need to remember the email you registered with, we’re unable to help you reset that.

Can the GP help if there’s a technical problem?

If there’s a technical problem with the CareHQ consultation, if the picture freezes or the sound stops from a poor internet connection, the GP will call you on the mobile number you provided when you made the booking. The GP will try and help you or you may need to complete the consultation on your mobile phone.

Should I test the Wi-Fi connection before my consultation?

We think testing the internet is a good idea. There’ll be a pre-consultation test available while you’re in the virtual waiting room before your consultation

What is the minimum phone or tablet requirements for a CareHQ consultation?

Android 5.0 or higher
CareHQ is fully supported on devices with ARMv7 processors required for video calling.

iOS10 or higher, on the following supported devices:

  • iPhone 6S or later
  • iPad air or iPad Air 2
  • iPad Mini 2 or later
  • iPad Pro (1st generation) or later
  • iPad (5th generation) or later
  • iPod touch (6th generation)
Can you access a CareHQ consultation outside the app, such as via laptop?

Yes, CareHQ is a web app so you can use it either via the app or view on your desktop.

Does the request time out if I’m waiting for a GP to become available?

Once you’ve booked your appointment, you’ll be sent an email and a SMS / text message confirmation with a secure link for your consultation as soon as the next available GP has accepted the consultation. If there are no GPs available, you’ll be able to book for a later time.

Any other questions?

Get in touch