Your care in general practice
Tō hauora me tō tiakanga
General practice is usually the first place most people go when they need health advice or care. This page explains what to expect, how repeat prescriptions work, and what you can do if you're not happy with your care.
What happens in a GP appointment
A GP appointment is your chance to talk about what's going on and get support from a team that knows you and your health history. Appointments are often short, so it can help to think about your main concern beforehand and start with what matters most.
When you arrive, you'll usually check in at reception and wait to be called. Depending on what you need, you may see a GP, a nurse, a nurse practitioner, or another member of the practice team. How much can be covered in one appointment may vary between practices. If you have more than one issue to talk about, it can help to mention that when booking or at the start of the appointment. Your practice may suggest a longer appointment or a follow-up.
You can bring a support person or whānau member with you. If you need an interpreter or have accessibility needs, it's also okay to ask your practice in advance so they can support you well
Repeat prescriptions
If you take regular medicines, you may be able to request a repeat prescription without booking a full appointment. Each practice has its own process, but common options include requesting online through a patient portal, by phone, or by contacting the practice directly.
There is often a small fee for repeat prescriptions, and they can take a few days to process. If you're running low, it's a good idea to request repeats early so you don't miss doses.
12-Month Prescribing
From February 2026, some prescriptions may be valid for up to 12 months if your condition is stable and you don't need regular monitoring. You'll still collect three months of medication at a time from your pharmacy, and you'll need an annual review with your GP to make sure your medicine is still right for you.
Learn more about 12-month prescribing
Culturally confident care
Everyone deserves care that respects who they are — their culture, language, identity, beliefs, and lived experience. Feeling safe and understood can make it easier to ask questions, share what's going on, and come back when you need care. Pinnacle supports practices with guidance and resources that help them continue providing care that responds to the cultural needs of their communities.
Tikanga in practice
For many Māori patients and whānau, culturally safe care includes tikanga — Māori customary behaviours and practices based on values and principles. Pinnacle has developed guidance and resources to support culturally-confident care in general practice.
Pinnacle has developed Tikanga in practice: a guide to culturally confident care.
Whakawhanaungatanga me te manaakitanga
Relationships and hospitality
Wairuatanga me te karakia
Spirituality and prayer
Kaihāpai
Family support
Ngā taonga
Valuables
Tapu noa
Sacred and safe
Whakawhiti kōrero
Communication
Telehealth, virtual and phone appointments
Your practice may offer appointments by phone or video call as well as in-person visits. Telehealth can be convenient if you can't easily get to the practice, for minor concerns, or for quick check-ins about medication or test results.
Practice Plus
Some practices are connected to Practice Plus https://practiceplus.nz/, a telehealth service for same-day consultations when your practice is fully booked or outside regular hours.
Visit Practice PlusKa Ora
In some areas, Ka Ora https://kaora.co.nz/ provides another telehealth option for urgent or after-hours care.
Visit Ka Ora
What to do when you're not happy with your care
If you're unhappy with your care, it's okay to speak up. Many concerns can be resolved by talking with your practice team, asking a question, or requesting a follow-up to clarify what was discussed.
If you don't feel comfortable raising it in the moment, you can contact the practice later, or ask a support person to help. Each practice has its own feedback and complaints process, and reception can tell you the best way to share feedback or make a complaint.
Need independent support?
If you'd like independent support, you can contact the Health and Disability Commissioner (HDC).
Find out how HDC can help
Your rights and responsibilities
When you receive health care in Aotearoa New Zealand, you have rights under the Code of Health and Disability Services Consumers' Rights. These rights include:
Respectful treatment
To be treated with respect, dignity, and without discrimination
Clear communication
To receive information in a way you can understand
Informed consent
To make informed choices about your care and to say no
Support person
To have a support person or whānau with you
Privacy
To have your information kept private and confidential
Complaints
To make a complaint and have it taken seriously
Health care works best when there is respect on both sides. You can support good care by sharing relevant information about your health, asking questions when something isn't clear, and treating staff and other patients with respect.
You can also help by letting your practice team know if something is getting in the way of your care — for example, if you're finding it hard to take a medicine as prescribed, or if cost is a barrier. Your team may be able to suggest options.
If you need help to understand your rights, or you want support to raise a concern, you can contact the Health and Disability Commissioner (HDC).