Attending your consultation

You’ll need a smartphone, tablet or laptop with a camera and a good Wifi connection.

  • Click the link we send you via email
  • The doctor will join you for your consultation
  • Your consultation lasts up to 15 minutes

The Doctors Online FAQs

What conditions cannot be treated online?

Online consultations are not suitable for:

  • Medical emergencies (e.g., chest pain, difficulty breathing, severe allergic reactions, stroke symptoms)
  • Severe infections (e.g., sepsis, pneumonia)
  • Severe mental health crises (e.g., suicidal thoughts, psychosis)
  • Procedural treatments (e.g., wound stitching, vaccinations)
  • Physical exams required for certification (e.g., driver’s license medicals, immigration medicals)

Within the first three minutes of your consultation, our clinician will assess whether your medical issue is suitable for telehealth. If an in-person consultation is necessary, you will receive a partial refund. Please refer to our Cancellation and Refund Policy for more details.

How will I know if my medical issues can be treated online?

Online consultations are effective for a variety of non-emergency medical conditions, including:


General Health Concerns

  • Colds, flu, sore throat, and sinus infections
  • Allergies and hay fever
  • Mild asthma symptoms (e.g., inhaler refills)
  • Skin conditions (acne, rashes, eczema, minor infections)
  • Urinary tract infections (UTIs) in otherwise healthy individuals
  • Eye infections (e.g., conjunctivitis)


Chronic Condition Management

  • Hypertension (blood pressure monitoring and medication adjustments)
  • Diabetes management (medication reviews, lifestyle advice)
  • Thyroid disorders (ongoing medication and symptom management)
  • High cholesterol
  • Acid reflux (GERD)

Mental Health Support

  • Anxiety and mild to moderate depression
  • Insomnia and sleep disturbances
  • Stress management

Prescriptions & Referrals
  • Medication refills (excluding controlled substances)
  • Referrals for specialists, imaging, or laboratory tests

Sexual & Reproductive Health

  • Birth control prescriptions and advice – Please have a recent blood pressure reading available for your consultation.
  • Erectile dysfunction consultations
  • Sexually transmitted infection (STI) screening and treatment
  • Menstrual irregularities and menopause support

Minor Injuries & Pain Management

  • Mild headaches and migraines
  • Muscle strains and minor joint pain

What type of medical care is available through The Doctors Online?

Our clinicians provide expert care for a wide range of general medical concerns – see How will I know if my medical issues can be treated online section. However, some conditions may require an in-person consultation. Patients who may find video consultations unsuitable include those with cognitive or physical disabilities, individuals who are deaf (unless they can lip-read), non-English speakers without an interpreter, or those with severe visual impairments (a telephone consultation may still be an option).

How do clinicians diagnose without an in-person examination?

Research indicates that video consultations can be as effective as in-person visits when the connection quality is high. During your video consultation, the clinician will assess your condition based on your verbal description, visible symptoms, and medical history, ensuring an accurate diagnosis and treatment plan.*

* BMJ 2020;368:m1182 doi: 10.1136/bmj.m1182 (Published 25 March 2020)

How long does a consultation last?

A standard consultation with The Doctors Online is 15 minutes, similar to an in-person visit. This includes direct interaction with your clinician and time for any necessary documentation, such as prescriptions or referral letters.

Off-Work Medical Certificates

To request an off-work medical certificate, please do so during your consultation while your condition is being assessed. If you require an extension on an existing certificate, a follow-up appointment is necessary for reassessment.

What if I need more time or a follow-up consultation?

If you require additional time, your doctor may suggest booking a follow-up appointment or visiting a GP in person. Follow-up appointments can be scheduled at www.thedoctorsonline.co.nz.

How much does a consultation cost?

Please see the table below for consultations fees. For full details, including eligibility criteria, visit our Pricing page. You can also read what others have said about their video consultation experience.

Patient Category               Patient Fee                
 Under 14, with CSC*          Free
 Under 14, no CSC              $25.00
 14 – 17 years, with CSC     $25.00
 14 – 17 years, no CSC       $55.00
 18+ years, with CSC           $25.00
 18+ years, no CSC             $89.00

How can I pay for my consultation?

Payment is required at the time of booking through our secure online platform. Once completed, you will receive an email confirmation with a consultation link and instructions on how to join.

I’m not enrolled at The Doctors, can I still book? 

Yes, regardless of whether you are enrolled at one of The Doctors medical centres, whether you are enrolled with a different medical centre, or if you are booking as a casual patient, you can book The Doctors Online. if you want to enrol at one of The Doctors medical centres near you click here.

How can I ensure the best experience with The Doctors Online?

For a smooth consultation, follow these tips:

  • Prepare a list of topics you want to discuss
  • Choose a private, quiet location for your call
  • Ensure your device is propped up if using a smartphone or tablet
  • Avoid other internet-intensive activities (e.g., streaming) during your call
  • Click the consultation link 5 minutes before your appointment to test your audio and video

Technical Troubleshooting

  • Can’t hear the doctor? Ensure your microphone is on and your device volume is turned up
  • Can’t see the doctor? Ensure your video is enabled

Can I book a consultation for a family member?

Yes. When booking, enter the patient’s full name, date of birth, and address. The consultation must be under the name of the patient being consulted.

Sharing information with Health New Zealand

To learn how your personal information is collected and used, please see the: Privacy Statement for Select Online GP Services – Health New Zealand | Te Whatu Ora

Can I cancel or change my appointment?

Appointments can be rescheduled or cancelled at least 2 hours in advance. Late cancellations will likely incur a fee - refer to our Cancellation and Refund Policy for details.

What happens at the end of the consultation?

At the conclusion of your consultation, your doctor will summarise the next steps, which may include:

  • Electronic Prescriptions: Issuing an electronic prescription to your preferred pharmacy
  • Laboratory Tests: Ordering necessary lab tests, with requests transmitted electronically to your local laboratory provider
  • Specialist Referrals: Referring you to a specialist or another healthcare provider. While most referrals are sent electronically, if a manual referral is completed, our administrative team will forward it to the appropriate provider
  • Educational Resources: Providing relevant educational materials to support your understanding and management of your health
  • Follow-Up Consultations: Recommending a follow-up consultation to monitor your progress or address ongoing concerns
  • In-Person Appointments: Advising an in-person appointment if deemed necessary for your care

If you require your consultation notes to be sent to your enrolled practice, please inform us during your appointment or contact us via email.

How do I receive my test results? 

1. Review: Once we receive your test results, our clinician will review them.
2. Communication: After review, we will send your results to you via email, accompanied by any necessary follow-up advice.

What to expect with online prescriptions?

There may be instances where we cannot provide a prescription during a virtual consultation due to New Zealand laws and regulations. However, our online doctors can prescribe or arrange medication during consultations when appropriate. Prescription medicines needing close monitoring or with dependency risks may be prescribed only in limited quantities at the doctor’s discretion. The doctor will send your prescription electronically to your chosen local pharmacy.

If you are seeking a long-term prescription for the first time, it is generally advisable to visit a doctor in person. For some prescription medicines, we may request you to present photo ID during the video consultation to confirm your identity as per the appointment booking.

What if I am not satisfied with my consultation?

We value your feedback. If you have concerns during the consultation, inform the clinician immediately. You can also provide formal feedback here.

Is my consultation private and secure?

Yes. Your video consultation is confidential, and doctors conduct calls from private locations. Choose a private setting for your appointment. Your medical records are stored securely, and our platform adheres to privacy and security regulations.

For additional online security guidance, guides from CERT NZ and tips for good online safety habits.

What technology do I need? 

You will need a computer, laptop, tablet, or smartphone with a camera, microphone and a reliable internet connection. Wi-Fi provides the best call quality. If there are connection issues, the doctor will contact you by phone.

Connecting to the consult 

Once you've prepared what you want to discuss and found somewhere to talk privately:

  • Click the consultation link in the email you received approx. 5 minutes before your scheduled appointment time 
  • Then simply wait until the doctor joins your consultation 
  • If for some reason you are unable to connect to the link provided, the doctor will phone you on the mobile phone number you provided at the time of booking 
  • In the event the doctor is delayed, please remain online; the doctor will join you as soon as possible. If there are any issues or unexpected delays, our administrator will contact you
     

Do I Need to Be in New Zealand to Use The Doctors Online?

No, you can have your consultation from anywhere. However, prescriptions can only be filled at New Zealand pharmacies, and referrals are limited to providers within New Zealand.

Can I book a driver’s license or immigration medical, or WINZ Certificate?

No. These services require an in-person appointment at a medical centre.

Can I have an interpreter for my online consultation?

Yes, we can arrange an interpreter if you need one. Please contact us at least 2 business days before your appointment so we can organise this for you. You are also welcome to use a trusted family or whānau member to help interpret during your consultation if you prefer. The appointment link can be shared with them so they can join the consultation from a different location if needed.

Email: [email protected]
Phone: 0800 249 442

Want a regular GP or need a consult in person at a medical centre?

We encourage everyone to have a regular GP or Nurse Practitioner and to be enrolled with a medical centre for ongoing healthcare. Building a relationship with a healthcare provider means they can get to know you and give you the best individual care and advice.

If you don’t have a regular GP or Nurse Practitioner or are not enrolled at a medical centre, we can help. With 45 practices around the country there is bound to be one near you. 

Check them out

Enrol Online Now

Contact us with The Doctors Online queries

Contact us online form

Feel free to complete the online form or you an email us [email protected] and we'll come back to you as quickly as possible.

Do contact us if something happened during or after your consult that you want to follow up, for example

  • the video lost connection and you couldn’t reconnect with the doctor to finish the consultation 
  • to rebook a new The Doctors Online with the same doctor 
  • your prescription didn't arrive at the agreed pharmacy

Your feedback is important to us. Tell us how we did so we can do better next time
 
Share feedback here

 

*Please note: We are continually testing and improving so initially availability may be limited. In the unlikely event your chosen doctor is unavailable to attend your appointment we'll contact you to reschedule your The Doctors Online to another time that suits you. If you require in-person treatment following your online consultation, you're welcome to visit your normal doctor or we can refer you to one of 65 medical centres across New Zealand.