Terms and Conditions
Introduction
Welcome to Toi Whānau Health (“TWH”, “us” or”Provider“), a telehealth platform designed to facilitate remote healthcare consultations. By accessing and using our telehealth services, you agree to comply with these Terms and Conditions (“Terms”). Please read them carefully.
Definitions
“Provider“: us, the business providing the telehealth services.
“User“: you, any person or entity accessing and using the telehealth services.
“Healthcare Provider“: Licensed healthcare professionals providing medical services via telehealth.
“Telehealth Services“: Remote healthcare consultations, including medical advice, diagnosis, and treatment, conducted through audio, video, or messaging.
“Enrolment”: Enrolment in a general practice primary health organisation (PHO). This is voluntary. This provides you with the benefits associated with belonging to a PHO, which can include cheaper doctors’ visits and reduced costs of prescription medicines.
“PHO”: Primary health organisation. PHO’s are key partners to the System Level Measures framework which aims to improve health outcomes for people by supporting Te Whatu Ora – Health New Zealand to work in collaboration with health system partners (primary, community and hospital) using quality improvement measures.
A PHO provides primary health services either directly or through its contracted providers.
Eligibility
You must located in New Zealand to use our telehealth services.
Under 16 year olds will require a parent or guardian to book the appointment and there contact details will be requested.
If you have elected to enrol with Toi Whānau Health you confirm that you meet these criteria.
Enrolment for primary care services is undertaken with our PHO (National Hauroa Coalition) and is subject to you:
- residing in the TWH nominated areas/s region.
- are the patient entitled to enrol in the PHO because they are residing permanently in New Zealand, or the patient intends to stay in
New Zealand for at least 183 days (6 months) in the next 12 months. - are the patient eligible to enrol.
- agreeing to inform Toi Whānau Health of any changes in contact details and/or eligibility to be enrolled.
Privacy and Security
We take your privacy and data security seriously.
As part of you accessing Telehealth Services you agree that:
- Your Healthcare Provider may collect personal health information that you share with your Healthcare Provider during the consultation. This could include photographs or recordings that you share with your Healthcare Provider.
- If you are already enrolled as a registered patient with our PHO, your Healthcare Provider will have access to your existing personal health information retained by the PHO and may use that information while providing Telehealth Services.
In addition, you give permission for your Healthcare Provider to access any health information relevant to your consultation from Testsafe (the New Zealand national secure data repository which includes your data held at public hospital hospitals, community laboratories and dispensing services). You can withdraw your permission for this at any time before or even during your telehealth appointment.
If you do not provide your personal information, your Healthcare Provider may not be able to provide some or all of our services to you.
By agreeing to the Telehealth Services, you give permission to your Healthcare Provider to release the relevant aspects of your personal health information to those involved with your care including your GP if the Healthcare Provider is not your usual GP. You can withdraw your permission for this at any time before or even during your telehealth appointment.
We will ensure that your personal information is protected by reasonable security safeguards against loss; unauthorised access, use, modification, or disclosure; and other misuse.
Once we no longer need your personal information for the purposes it was collected for, or for which you have authorised, and it is no longer required to be kept by us, we will ensure that it is securely disposed.
Informed Consent
By using our services you confirm you understand and agree that telehealth consultations may have limitations compared to in-person care. You consent to telehealth services, acknowledge the potential risks, and confirm you understand that you may be recommended in-person care if necessary. See the Toi Whānau Services User Consent Form for an explanation of some of the risks.
Fees and Payment
Payment will be requested to be made at the time of booking based on the following payment schedule or such other fees as may be changed by us from time to time.
- Under 14 years Free
- 14 years+ $19.50 or such other fee as notified by us via our website or other means to you prior to your use of the Telehealth Services
Confirmation to your nominated email/SMS will be made following acceptance by you of the booking.
Refunds are available if you cancel six hours or more prior to your scheduled appointment.
Appointment Changes and Cancellations
If you need to reschedule or cancel an appointment, please do so in advance. Cancellations will incur the full consultation fee if undertaken within 6 hours of your scheduled appointment.
Emergency Situations
If you are experiencing any of the following call 111 for emergency assistance.
- Severe bleeding
- Chest Pain
- Shortness of breath
- Allergic reaction
- Poisoning
- Severe headache or pain
- Considering self-harm
Our services are not intended for emergency care. You may be redirected to emergency care by our service subject to your presenting of any of these or other condition/symptoms.
Technology Requirements
To access our telehealth services, you must have suitable devices (Phone/tablet/PC/Mac) and reliable internet connectivity. A quiet private area to undertake the consultation is also recommended.
Code of Conduct
Users are expected to maintain a respectful and professional demeanour during telehealth consultations. Abusive or inappropriate behaviour will not be tolerated.
Complaints and Dispute Resolution
If you have concerns or complaints, please contact our customer support team Admin@Whanauhealth.nz or 0800 TWH123 (0800 894 123). We will make reasonable efforts to address your concerns promptly.
Liability and Disclaimers
While we strive for accuracy and quality, we make no warranties regarding the outcome or accuracy of telehealth consultations. You use our services at your own risk.
Prescriptions
Some medications will not be able to be prescribed in a telehealth consultation including, but not limited to, class A/ B drugs or any prescription that has potentially serious adverse effects.
The prescribing of medication as part of your telehealth service is aligned with the Medical Council of New Zealand Statement on Telehealth (October 2020).
Prescriptions provided to you will be forwarded to a nominated Pharmacy of your choice, using the New Zealand ePrescription Service (NZePS).
Termination of Services
The Provider reserves the right to terminate or restrict your access to our services for any violation of these Terms or for other valid reasons.
Compliance with Standards
We confirm that Doctors providing Telehealth Services on behalf of Toi Whānau Health are required to act in accordance with:
- The Medical Council of New Zealand Statement on Telehealth (October 2020)
- The Royal New Zealand College of General Practitioners Position Statement on Specialist GP Telehealth Consultations (November 2022)
- Health Practitioners Competence Assurance Act 2003 (HPCA Act)
- Health and Disability Commissioner (Code of Health and Disability Sector)
- Medicines Act 1981 and associated regulations
- Health Act 1956
- ACC Act 2001
- The Privacy Act 2020
- Health Information Privacy Code 2020
- HISO Health Information Security Framework Standard 2015
- Health and Safety at Work Act 2015
or any subsequent standards or statements replacing these.
Governing Law
These Terms are governed by the laws of New Zealand, and any disputes shall be subject to the exclusive jurisdiction of the New Zealand courts.
Updates and Changes
The Provider may update these Terms from time to time. Any changes will be posted on our website, and your continued use of our services constitutes acceptance of the updated Terms.
Contact Information
If you have any questions or concerns regarding these Terms, please contact us admin@Whanauhealth.nz or 0800 TWH123 (0800 894 123)
By using our telehealth services, you agree to and accept these Terms and Conditions. If you have any questions or concerns regarding these Terms and Conditions please contact us on the number above before utilising our services.