Hi there
Because we don’t have dedicated urgent care centres on Waiheke, the medical centres have staff on site each day to deal with acute medical situations that need immediate treatment.
Unfortunately, we have found in recent months that this service is being used by a number of patients as a ‘walk-in’ service for non-acute care. This makes it difficult for us to see those patients who have urgent needs and puts a large strain on our small centre’s medical and reception staff, creating a stressful and potentially dangerous situation. We are asking for your help in fixing this!
As many of you know, we are not currently accepting new patients in an attempt to keep our wait times low for those who are enrolled with us. At the moment, we typically have appointments available within two days. If your condition is not urgent, we respectfully ask that you call our friendly reception team on 372 5005 to make a booking.
We also ask that you plan your medical care ahead, as we often hear that patients are walking in because it’s ‘their day off.’ Booking ahead means that you can reduce your wait time in the clinic, freeing your day off up for other activities while also helping us to see those patients who need immediate care.
It can sometimes be challenging for parents to know when to contact the medical centre for urgent care for their tamariki. Our medical team has advised that you should call us for a same day appointment if your child is experiencing the following:
- Breathing difficulty (huffing/puffing, straining for breath, wheezing, flaring nostrils)
- Rash on skin
- Tonsillitis if accompanied by a fever and/or white pustules on the tonsils, or if you are Māori or Pasifika
- Can’t hold fluid down and showing signs of dehydration (no wet nappies, licking lips, dry mouth, drowsy)
- Have an earache, especially if it’s associated with ear discharge, fever and vomiting, or lasting 72 hours or more
And while coughs and colds, moderate fevers, diarrhoea and vomiting can be really unpleasant for children and parents alike, these common illnesses will usually settle within a few days.
In addition, we wanted to remind patients that in the case of some injuries, it can be best to contact a physiotherapist as a first option. If you think you have a fracture, need acute A&E attention, have an open wound or need prescription medication for pain relief or inflammation following an injury, then certainly call us for an urgent appointment.
However, if the injury is likely to be joint or muscle related, such as a turned ankle, you can go straight to a physiotherapist who can do the ACC paperwork, refer for investigations such as x-ray, ultrasound or a specialist opinion if needed, and refer you back to the GP if they believe a doctor’s input is needed.
Thank you for helping us to manage appointments safely and efficiently by booking appointments in advance whenever possible!
Welcome to our new Trustees
Dr Neil Harding
Gaye Tozer
Did you know that Ostend Medical Centre is owned by the Waiheke Health Trust, a charitable entity that was established by island residents in 1992?
The Trust is governed by six volunteer Trustees, almost all of whom live on the island full-time. Our Trustees bring a wealth of varied experiences to their governance roles, and we feel fortunate to have representation from the fields of medicine, allied health, finance, human resources, communications and aged care on our Board.
We have recently been joined by two new Trustees, and would like to introduce you to Dr Neil Harding and Gaye Tozer. Neil will be known to many of you through the chiropractic services he provides on Waiheke and the multitude of community projects he has spearheaded or supported, including the installation of a network of portable defibrillators across the Island. Neil has already brought great energy, clinical knowledge and community connections to the Board and we’re pleased to have him aboard. We were thrilled to congratulate Neil at the start of the year on being named one of NZ Herald’s ten finalist ‘Our Heroes’ for 2023, for leading his fellow survivors in the successful class action against Dilworth School.
And even more recently, we were fortunate to be joined by Waiheke resident, Gaye Tozer. Gaye brings to the Trust substantial knowledge of primary care and population health in NZ as well as leadership, strategy development and project management skills. Her 30+ years of experience include 10 years in Community and Mental Health Services within Auckland DHB, followed by 20 years as an independent consultant engaged in a wide range of projects and contract management roles for the Ministry of Health, multiple DHBs and charitable health trusts. Most recently, Gaye managed the National Bowel Screening Programme Pilot for the Waitemata DHB, with the additional responsibility for supporting the roll out of the Programme in the northern region District Health Boards.
A big welcome to Neil and Gaye, and, as always, gratitude to our dedicated Trustees Mandy, Ed, Nancy and Debbie for their ongoing and unwavering support for the Trust’s work.
Outreach clinics
At left, Erica Wright, Nurse Practitioner, with retirement village resident Anne.
Since her days as a District Nurse, our Nurse Practitioner Erica has always had a strong focus on working with patients in their home environments and caring for our most vulnerable community members.
Just because Erica is working in general practice these days, this calling hasn’t left her and the last couple of years have seen her step out of the medical centre every month or so to run outreach clinics at the Waiheke Island Support Homes (WISH) Trust and the Waiheke Retirement Village. Recently, Erica has been supported at these clinics by our marvellous Health Care Assistant, Anna, who is in especially large demand with patients given her skill with Covid boosters and blood draws.
These clinics allow residents to book in for primary care services without having to travel to the medical centre and ensure that vulnerable members of our community have the care that they need in a comfortable environment.
We were especially thrilled to learn that, because they have developed such positive relationships with Erica and Anna, some of the WISH Trust residents now feel less anxious and more able to come into the medical centre for their care.
Waiheke Health Trust is tremendously proud of Erica and Anna’s community outreach and grateful to the patients and staff of both facilities for the warm welcomes and wonderful feedback.
Bon voyage for now
Dr Zoe Douglass
Summer means sand, sun and having the wonderful Dr Zoe Douglass onsite with us at Ostend Medical Centre. We have been very grateful that Zoe has traveled from her home in the UK to her ‘summer home’ on Waiheke for the past three years to help us cover our busy season. Not only is Zoe adored by her patients, our whole team loves how readily she shares her knowledge and supports each and every one of us, embodying whanaungatanga everyday!
Zoe will continue to see patients virtually on Wednesday and Thursday mornings going forward, a wonderful service if you want to get your appointment in before work or are feeling too unwell to come into the clinic. And then, before we know it, she’ll be back with us for another holiday season. Thank you, Zoe, and safe travels!
And speaking of travel …
We want to give a big shout out to SeaLink for the care they show our community! Going to the hospital is never easy, but it is near impossible for older Waiheke residents with limited mobility and funds.
Recently, we became aware that some of our most frail patients were not attending essential hospital appointments because they couldn’t manage the passenger ferry, but also couldn’t afford the car journey. We approached SeaLink to see if they could help and they immediately gifted us an annual car ferry budget.
Our lovely patient Carolyn was the first to use the service and she had the following to say: ‘Heartfelt thanks to you and the ferry company for a stress-free trip to the hospital. It was wonderful to be picked up at my door and delivered back again. It was the first hospital visit that was stress and anxiety free in 3 years. So thank you, thank you, thank you.’ We share Carolyn’s sentiments and extend our gratitude to SeaLink as well!