Seeing a doctor online FAQs

Medical emergency symptoms such as sudden or severe shortness of breath, chest pain, loss of consciousness, lacerations, broken bones, traumatic head injury, vomiting or coughing up blood, overdoses, suicidal intent, severe headache, severe burns, and severe bleeding are not suitable for online consultation. Please call emergency services on 111 for these situations. Additionally, initial ACC assessments require an in-person clinic visit.  

No, Bettr can assist with a wide range of healthcare needs that don't require a physical examination. This includes allergies, rashes, respiratory problems, coughs, colds, flu, medical certificates, prescriptions, and more. If a physical examination is needed, the Clinician will advise you on the next steps, which may involve an in-person visit.  

Yes, video and phone consultations are the same price.

• Enrolled patients: Under 14y are FREE, $25 for CSC holders and $45 for everyone else
• Casual patients with CSC: Under 14y FREE, and $25 for all other CSC holders
• Casual patients without CSC: Under 14y $25, 14-17y $55, 18y+ $79
• $10 surcharge for appointments between 10pm and 8am (excludes Under 14 enrolled and CSC dependents)
• Visitors to NZ not eligible for funded healthcare: $250

You can pay securely with a credit card, debit card, or by bank transfer. Payment is required before your appointment. 

Yes, you can book as a casual patient. The consultation fee is $79 for adults, $55 for 14-17y and $25 for under 14s. If you have a CSC, it’s FREE for under 14s and $25 for everyone else.

Yes, you can book an appointment for a family member.

Our Clinicians primarily consult in English. If you have specific language needs, please inquire about Clinician availability when booking.

Currently, enrolments  are only available to Auckland, Christchurch and Palmerston North residents through one of the physical clinics in our network. However, anyone nationwide can use Bettr for online consultations at the casual patient rates.  

No, you do not need to change your GP to use Bettr. You can use it alongside your regular doctor for convenient online consultations. With your consent, we can share consultation notes with your regular GP for continuity of care.

Bettr consultations are conducted via video or phone call for a more comprehensive assessment. We do not currently offer text-based chat consultations.  

Standard appointments are up to 10 minutes of face time with the clinician, with additional time allocated for notes and follow-up tasks.

If you have a complex issue or several things to discuss, the clinician may recommend booking a second appointment during your consultation.

Yes, you can typically cancel or change your appointment with sufficient notice. Please refer to our booking or confirmation details for our cancellation policy.

Yes, you can often select a male or female Clinician when booking, subject to availability.

Our clinicians are New Zealand-registered medical professionals.  

If a follow-up is needed, the Bettr clinician will discuss the best options with you, which may include another online consultation or an in-person visit to a clinic.

At the end of your consultation, the clinician will discuss any necessary next steps, such as prescriptions, referrals, or medical certificates. Prescriptions can be sent electronically, and certificates are usually emailed to you.  

You can often select a specific Clinician when booking, subject to their availability.

With your consent, we can securely share your consultation notes with your regular GP to ensure continuity of care. You can opt-out of this information sharing if you prefer.

It's easy! You can book an appointment online in minutes and often see a clinician on the same day. You'll need a smartphone, tablet, or laptop with a camera (for video calls) and a good internet connection.  

Our clinicians are experienced in conducting thorough assessments via video and phone consultations, asking detailed questions about your symptoms and medical history. For many common conditions, a physical examination is not always necessary for diagnosis and treatment. If a physical examination is required, the clinician will advise you to visit a clinic in person.

Yes, all our clinicians are licensed and registered to practice in New Zealand. They are most often the same experienced clinicians you see in our Local Doctors and White Cross clinics.  

Yes, if you choose a phone consultation, the cinician will call you at the scheduled appointment time on the phone number you provided during booking.

Yes, if the clinician deems it necessary during your online consultation, they can issue an online prescription.

No, we do not prescribe controlled drugs through Bettr under any circumstances. Prescriptions for controlled drugs require an in-person consultation.

Vaccinations require an in-person visit to a clinic as they need to be administered by a healthcare professional.

Yes, Bettr is an additional service for your convenience. You can still visit your usual GP, for in-person appointments.  

If you are not satisfied with your consultation, please contact our customer support team, and we will do our best to address your concerns.

We welcome your feedback. You can usually provide feedback through a post-consultation survey or by contacting our customer support team directly.

As part of the Tāmaki Health network, we offer in-person consultations at over 50+ clinics located nationwide, including all Local Doctors and White Cross clinics across Auckland, Palmerston North and Christchurch. We also offer urgent care services at select clinics including Whangarei. 

Yes, in many cases, we can issue medical certificates and referrals online following your consultation. However, specific requirements may apply, particularly for WINZ forms or initial ACC assessments, which may require an in-person visit.  

Yes, visitors to New Zealand can use Bettr for online consultations at the visitor patient rates.

If you experience a technical problem during your consultation, please try to reconnect. If the issue persists, contact our customer support team, and we will work to find a solution, which may include rescheduling your appointment or offering a phone consultation.

For video consultations, you will need a device (smartphone, tablet, or laptop) with a working camera and microphone. Phone consultations only require a phone.  

Yes, we take your privacy and security very seriously. Our online platform uses secure connections to protect your personal and medical information in accordance with privacy laws.

You will receive a link via email or SMS before your scheduled appointment. Simply tap the link on your Android or iPhone device to join the virtual waiting room. For phone consultations, the clinician will call the number you provided.