A Relationship, Not a Subscription
Aurum Elite membership is not a consumption model. There is no quota, no timer, and no sense that using your care relationship more frequently is a problem to be managed. When you need your doctor, you reach your doctor. When you need your Relationship Manager, they are there.
This policy forms part of your Membership Agreement. It explains how we think about access, what sits within the spirit of your membership, and what genuinely falls outside it. We have written it to be transparent — not to create anxiety about limits that, in practice, almost never arise.
What Your Membership Covers
Fair use of your membership includes all of the following, without restriction or limit, for you and your named Household Members:
- Telehealth consultations with your named doctor, for any clinical concern — whether routine, complex, or time-sensitive
- Prescription reviews, renewals, and management, coordinated without additional charge
- Care coordination, specialist referrals, and follow-up management across your broader health network
- Access to your Relationship Manager for health-related logistics, appointment coordination, and membership administration
- Participation in the Preventative Medicine programme, including quarterly reviews and health planning, where subscribed
- Participation in the 12-Week Coordination Programme, where subscribed
- Face-to-face appointments, subject to availability and the terms set out below
What Falls Outside Fair Use
Your membership is designed for the healthcare of your Household Members. The following fall outside fair use and are not covered:
- Clinical opinions or consultations on behalf of people who are not named Household Members
- Medico-legal reports, insurance assessments, or employment health certificates unrelated to your personal care
- Administrative requests that fall outside the scope of healthcare services — for example, non-clinical correspondence, document witness requests, or general lifestyle enquiries with no clinical component
- Patterns of use that place sustained, disproportionate demand on Aurum's clinical or operational team in ways that are not consistent with genuine healthcare need
If you are ever uncertain whether a request sits within your membership, ask your Relationship Manager. We would always rather have that conversation than have you hesitate over something you genuinely need.
"Fair use is not a restriction. It is an assurance that your membership is designed for freedom, flexibility, and partnership — and that the relationship you have chosen with Aurum is one we take seriously."— Ian Hartley-Dade, Managing Director
If Patterns Change
If we notice usage patterns that fall significantly outside the spirit of your membership, our first and only instinct is conversation — never restriction, and never a unilateral change without notice.
We treat an unusual pattern as a signal. Something may have changed in your health journey. Perhaps what you need from Aurum has evolved. We will explore that with you directly and personally, through your Relationship Manager and, where appropriate, your doctor.
In the rare circumstance where a conversation does not resolve the concern, we may propose a revised membership arrangement that better reflects the care you are receiving. Any such proposal will be made transparently, with full notice, and without pressure. You remain free to continue your membership under existing terms or cancel in accordance with your agreement.
Face-to-Face Services
Aurum Elite is a telehealth-first service. Your care — consultations, prescription management, care coordination, and your relationship with your doctor — is delivered remotely. This is the foundation of what Aurum is.
Face-to-face appointments with Aurum are an enhancement to this model. They are available in select central New Zealand locations, on an advance-booking basis. They are not part of the core service and access is not guaranteed.
Important: Where an Aurum face-to-face appointment is not available, or where in-person care is clinically needed in a setting beyond Aurum's co-location spaces, Aurum will coordinate access to an appropriate third-party clinical provider on your behalf. This coordination is part of your membership. The third-party provider's fees are theirs to set and are not included in your Aurum fees — these will always be communicated to you clearly before any referral is confirmed.
When Face-to-Face Is Offered
A face-to-face appointment may be arranged where your doctor agrees that in-person assessment would meaningfully improve your care, or where you have a preference for in-person consultation and availability permits. All face-to-face appointments must be booked in advance through your Relationship Manager. They are not available on a walk-in or same-day basis.
Locations
Face-to-face consultations are available in a select number of central New Zealand locations. These may change from time to time. Availability in a specific location is not guaranteed, and Aurum makes no representation that face-to-face appointments will be available in your area at any given time. Your Relationship Manager will confirm current availability and assist with all booking.
Our Spaces
Where face-to-face appointments are available, they are held in premium co-location spaces selected for their quality, suitability, and discretion. Each offers private, confidential consulting rooms. Where available, shared lounge facilities and refreshments are available for your use before or after your appointment.
When you arrive, you may be asked to sign in. For your discretion, you are welcome to note simply that you are meeting with a colleague. Your presence is treated with complete confidentiality.
Appointment Times
You will have the full, undivided attention of your clinician during your booked slot. We ask that you are mindful of the scheduled time — our commitment to all clients is to begin and end consultations on schedule. If you anticipate needing more time, your Relationship Manager can arrange an extended appointment in advance.
Rapid Diagnostics
Where clinically appropriate, your doctor may offer rapid diagnostic testing during a face-to-face consultation. Any testing will be discussed and agreed before proceeding.
Emergency & Urgent Care
In a medical emergency, call 111 immediately or go to your nearest emergency department. Aurum's services are not designed for medical emergencies and cannot substitute for urgent in-person care. For more information on emergency care, please visit Health New Zealand's website on accessing emergency care.
Many urgent but non-emergency concerns fall well within Aurum's capability — acute infections, condition flare-ups, significant changes from your normal baseline, or anything requiring prompt clinical attention. These will be prioritised and responded to as quickly as possible. Your Relationship Manager can expedite access when you need it most.
We encourage all members to familiarise themselves with our Scope of Care guide, which sets out clearly where Aurum sits within your wider healthcare plan and when to seek in-person or emergency care.
About This Policy
This policy forms part of your Membership Agreement and is incorporated into it by reference. Aurum may update it from time to time in response to changes in our service model or operating environment. You will receive at least 30 days' written notice of any material change.
If a change is not acceptable to you, you may cancel your membership without financial penalty, in accordance with the cancellation terms in your Agreement. We will always be transparent about what is changing and why.
Questions about this policy should be directed to your Relationship Manager in the first instance, or to help@aurumelitehealth.com.