Central Otago and Wanaka’s urgent and after hours medical care model has been given a huge upgrade in recent years, but there has been some confusion over pricing.

HealthCentral and both Wanaka medical centres now use Ka Ora Telecare services after-hours, which triages patients and either refers them to Dunstan Hospital or offered virtual GP appointments.

But patients in Alexandra also had the added bonus of using HealthCentral’s Urgent Care Centre, that provided for non-life threatening illness and injury, 7 days a week from 8am to 6pm - offering a walk in service.

Recent concerns from patients in Wanaka using Ka Ora in conjunction with its new Overnight Acute Care facility, found some had been quoted fees as high as $1000 for medical care.

Enrolled patients now paid up to $280 for each 30 minutes they spent with a clinician if they chose to see them in person, but according to Ka Ora’s website their fees ranged from up to $79 to $99 for a virtual GP appointment online.

The pricing model in Central Otago was quite different.

HealthCentral practice manager Jenaya Smith said given they were open 8am to 6pm 7 days a week, if it was clinically safe for the patient to wait to be seen by a GP the next morning, they expected Ka Ora to advise the same and not undertake a chargeable GP telephone consult. 

“We have requested this as we consider there is little value to the patient having a chargeable telehealth GP consult after hours given they cannot dispense medications or undertake a physical examination.”

Central Otago Health Services Limited (COHSL), that operated Dunstan Hospital, ran the Urgent After Hours Primary Care service, and received 50% of HealthCentral’s own rural funding allocation, to provide that service on their behalf.

Dunstan Hospital operates the Urgent After Hours Primary Care service for both Central Otago and Wanaka residents. 

In 2019 COHSL agreed to cover the general practice urgent after-hours primary care for the entire Central Otago region (including Wānaka). 

General manager Hayley Anderson said Dunstan Hospital did not have a funded emergency department, and accessing services via Ka Ora was critical, as the after hours services provided at Dunstan Hospital and Wanaka’s Overnight Acute Care were not self-presenting.

After 6pm in Central Otago, and 11pm in Wanaka, if people were unwell, they called their usual medical centre and followed voice prompts to be transferred to the telephone after-hours service which was provided by Ka Ora (0800 252 672). 

Ka Ora staff triaged patients, offered advice and if required, called the Dunstan Hospital doctor to discuss appropriate management.

She said patient co-payment fees were refreshed in 2022, and they have remained unchanged despite the increases in staffing and other resource costs. 

“There is no double charging for patients seen by their general practitioner that day and patients who are seen at Tititea Hauora Wānaka Overnight Acute Care, and transferred to Dunstan Hospital.”

Patients enrolled with a WellSouth GP practice in Central Otago and Wanaka were charged $180 (over 14) at Dunstan Hospital for after hours primary care, New Zealand visitors $280 and overseas visitors $650.

Under 14s were free if lived in the district, otherwise paid $150 and $200 from overseas.

HealthCentral’s Urgent Care Centre pricing ranged from $45-$70 for 14 to 17-year-olds depending on whether it was a weekday or weekend, and adults were $55 to $85, while under 14s remained free at all times.