We've answered the questions we hear most often. If something isn't covered, we're a message or call away.
Aurum Elite is a private, telehealth-first, elite general practice operating across New Zealand. It is a premium membership, not an app, not a clinic visit, and not a health insurance product. You have a named doctor — a fully registered New Zealand doctor — who leads your care personally, supported by a dedicated nursing team, a Health Coach, and a personal Relationship Manager.
Your team is available wherever you are in New Zealand. Care is delivered primarily via telehealth — video or phone consultation — with limited face-to-face appointments available in main centres where clinically indicated or requested. When you need to be seen in person, your team arranges that too.
It is an ongoing, relationship-centred practice built around continuity, accessibility, and a team that knows you — and stays with you. This is healthcare built around knowing you, not processing you. Aurum Elite is not a health insurance product — it is a membership that provides direct access to your care team.
Aurum actively works across both the public and private health systems on your behalf. The public system is excellent for emergency and urgent care, and it is essential for securing public health entitlements — particularly for children, who benefit from funded immunisations, Well Child checks, and screening programmes. Aurum ensures you and your family access everything the public system offers, while providing the continuity, coordination, and personal relationship it cannot.
New Zealand's public health system provides excellent acute and emergency care. Aurum Elite is a private complement to that system — not a replacement for it.
The key difference is continuity. In the public system, you may see a different doctor at each visit, wait months for specialist referrals, and coordinate your own care across providers who don't share records. With Aurum Elite, one team holds your complete picture, manages your referrals, and is reachable when you need them.
Research consistently shows that continuity of care — seeing the same clinical team over time — is one of the strongest drivers of good health outcomes. (Royal New Zealand College of General Practitioners, Primary Care Standards) It enables earlier detection of changes, fewer unnecessary investigations, greater trust, and care that reflects your complete history and circumstances, not just the presenting concern of a single appointment.
Your team coordinates specialist referrals through either system, manages the handover of information between providers, and ensures nothing falls through the gaps. You keep one team that holds the full picture — across public, private, and specialist care.
No. Aurum Elite is a private healthcare membership, not insurance. Your membership provides direct access to clinical care, telehealth consultations, and care coordination. It does not reimburse costs incurred outside the programme.
Importantly, Aurum Elite does not use insurance-style risk-loading or premium adjustments based on health history. Applications are reviewed on merit — your health history is the reason you benefit from personalised care, not a reason to be turned away. Membership is subject to availability. Your health history is the reason you benefit from having a team that knows you — not a reason to be turned away.
Many Aurum Elite members also hold private health insurance, and the two work well together: Aurum coordinates the care, while insurance may cover certain specialist or hospital costs separately. Your Relationship Manager can help you understand how the two interact for your situation.
Aurum Elite is designed for individuals and families who want a consistent, high-quality healthcare relationship in New Zealand. This includes New Zealand citizens and residents, people arriving from overseas — whether for work, residency, or an extended stay — and anyone else living in or visiting New Zealand.
As a private healthcare service, Aurum can provide care to anyone in New Zealand, irrespective of their residency status or eligibility for the public health system. Our clients tend to value their health as a priority and prefer a team that knows them well, rather than navigating the healthcare system on their own.
Aurum Elite does not exclude members on the basis of pre-existing conditions. There is no insurance-style risk assessment, loading, or eligibility criteria. Your health history is the reason you benefit from having a team that knows you — not a reason to be turned away.
That means a GP who knows your family history, your medications, your past concerns, and your long-term goals — not someone meeting you for the first time at each appointment. Over time, that relationship becomes one of the most valuable aspects of your care.
Aurum Elite operates primarily as a telehealth service, which means your doctor and nursing team are available wherever you are in New Zealand — Auckland, Queenstown, Whangarei, or anywhere in between. Care is delivered via video or phone consultation, so you do not need to visit a clinic.
As a complementary service to core telehealth, limited face-to-face appointments are available in Auckland, Wellington, and Christchurch, subject to availability. Telehealth is always the primary point of care. Face-to-face appointments are arranged with advance booking, so if in-person consultations are important to you, please let your Relationship Manager know early so we can accommodate your preference where possible.
Your full health record travels with your team. Every consultation builds on the last, regardless of where in New Zealand you happen to be.
Aurum Elite offers a combination of features that no single provider — in New Zealand or internationally — brings together at any price.
Internationally, concierge medicine services such as MDVIP (approximately NZD $4,000/year), Sollis Health (NZD $10,000–23,000), London General Practice (NZD $12,000–22,000), and WorldClinic (approximately NZD $31,000) each offer elements of private GP care. However, none provides a dedicated Relationship Manager, an in-home diagnostic device, a structured arrival programme, care coordination across the public and private systems, and full NZ prescribing rights — all within a single membership.
Comparison based on publicly available information as at March 2026. Pricing shown in approximate NZD equivalents.
Within New Zealand, most telehealth providers require enrolment with a specific practice or charge casual per-appointment fees. Appointments are typically limited to around 10 minutes and are not designed for the kind of ongoing, relationship-based care that complex or preventative health needs require. None currently offer a named GP, dedicated Relationship Manager, or care coordination as standard.
Like all telehealth services, Aurum is not suitable for medical emergencies. The difference is what happens across every other moment: continuity, coordination, a team that knows you, and a health record that follows you wherever you are in New Zealand.
We are building a "Help me choose" comparison tool (coming soon) to make it easier to see how Aurum fits alongside your current healthcare. In the meantime, your Relationship Manager is happy to walk you through the differences in a conversation.
Aurum Elite is a New Zealand-based general practice, operating under New Zealand law and clinical governance. Prescribing is provided within the New Zealand regulatory framework and is not available while you are overseas.
If you travel outside New Zealand, your Relationship Manager remains contactable and your doctor can provide general clinical advice for non-urgent matters — such as guidance on a health concern, help interpreting symptoms, or advice on where to seek hands-on care locally. The scope of what can be offered will depend on the situation, but you are never without access to your team's knowledge and support.
Your Relationship Manager can also assist with practical coordination while you are away — such as liaising with overseas providers, ensuring your health records are available, or arranging follow-up care for when you return.
When you return to New Zealand, your full care resumes immediately with the team that already knows your history.
Your Aurum Elite team includes four roles working together on your behalf.
Your GP leads your medical care — diagnosing, prescribing, referring, and building your annual health plan. All Aurum GPs hold vocational registration with the Medical Council of New Zealand and maintain ongoing professional development. Your Nurse provides follow-up, monitoring, and health education under your GP's direction — registered with the Nursing Council of New Zealand. Your Health Coach supports lifestyle goals and behaviour change — not clinical advice, but consistent, informed support.
Your Relationship Manager is your personal health concierge — an executive-level coordinator who manages your entire healthcare experience with professionalism and expertise. They are not a clinician, and they will never triage your access or decide whether your concern is urgent enough to be seen. Their role is to get you to the right person — your GP, your nurse, or an external specialist — whenever you need them, without you having to navigate the system or explain clinical matters to a gatekeeper.
Over time, your Relationship Manager builds a thorough understanding of you and your family — your preferences, your history, and the context behind your care — so that nothing has to be explained twice. They are a trusted part of your extended healthcare team: someone you can rely on to get the responses, answers, and results that matter to you and your family. This is one of the most distinctive and valuable parts of the Aurum Elite experience.
Your Relationship Manager is your single point of contact for everything. You can reach them by phone, email, message, or WhatsApp — whatever works best for you. Simply tell them what you need — whether that is an appointment with your GP, a conversation with your nurse, or help coordinating something outside Aurum — and they will arrange it. You do not need to explain clinical details or justify the request.
Your Relationship Manager does not triage or filter your access. They facilitate it. If you want to speak with your GP, they book the appointment. If it is urgent, they escalate immediately. Their role is to ensure you get the care you need, when you need it, with as little friction as possible. All communication is private and confidential. Your Relationship Manager coordinates your access — this ensures your doctor's time is focused on your clinical care.
Your Relationship Manager is not a gatekeeper — they are your health concierge. They will never triage your access, assess whether your concern is serious enough, or decide who you should speak to. When you want to see your GP, they arrange it. When you want to speak with your nurse, they arrange that too. You choose who you want to speak to, and they make it happen.
What they do is ensure that your GP's time with you is focused entirely on your health — not on scheduling, chasing results, or administrative follow-up. Before your appointment, your Relationship Manager coordinates across your wider team — your nurse, Health Coach, and any external providers — so your GP has the full picture. The result is a consultation that is prepared, unhurried, and centred on you.
Think of your Relationship Manager as an executive-level assistant dedicated to your healthcare. They handle the logistics, chase the referrals, follow up on results, and coordinate across providers — so you never have to navigate the system yourself. In a standard general practice, a receptionist manages a queue. At Aurum, your Relationship Manager manages your experience — with the professionalism, expertise, and personal knowledge of your family that it takes to get you the best possible outcomes.
For urgent matters, they escalate immediately. During business hours, your Relationship Manager responds same-day. For urgent matters, they escalate to the on-call clinician. For medical emergencies, always call 111 — don't wait for Aurum to respond.
All Aurum Elite doctors hold vocational registration in General Practice with the Medical Council of New Zealand. This means they have completed postgraduate training specific to general practice and are licensed to practise independently in New Zealand.
Aurum GPs are subject to the same regulatory standards, continuing professional development requirements, and ethical obligations as any GP practising in New Zealand. Clinical care is overseen by Aurum's Clinical Director, Mary-Ann Clueard, who holds a Master of Nursing and provides clinical governance across the practice.
This structure ensures that every consultation is backed by qualified, registered clinicians operating within a clear governance framework.
Aurum operates within a defined clinical governance framework overseen by the Clinical Director. This includes a formal Scope of Care policy, prescribing protocols aligned with New Zealand legislation, and regular clinical review of care standards.
All clinicians participate in ongoing professional development as required by the Medical Council of New Zealand. Clinical decisions are documented, peer-reviewed where appropriate, and supported by evidence-based guidelines.
If you ever have a concern about the quality of your care, you are encouraged to raise it directly with your Relationship Manager, or through Aurum's formal feedback process. Your right to raise concerns is also protected under the Code of Health and Disability Services Consumers' Rights.
Yes. All Aurum Elite doctors are registered to practise in New Zealand and hold full prescribing rights under New Zealand law. They can prescribe, refer, and arrange diagnostics — including laboratory tests — in the same way as any NZ-registered GP.
New Zealand has its own prescribing laws and clinical governance framework. Not all medicines available in your home country are available or funded in New Zealand. PHARMAC, the government agency that manages New Zealand's pharmaceutical schedule, determines which medicines are funded and available. This can mean that a medication you were taking overseas may need to be replaced with an equivalent, or accessed through a different pathway.
Prescribing decisions in New Zealand are a blend of legislation, specialist scope, and the professional judgement of the prescriber — backed by their registering body. Some medications require initiation or recommendation by a specialist before a GP can prescribe them. Where that applies, your Aurum clinician will support you with a referral to the appropriate specialist, and once the medication has been initiated, your GP can manage and coordinate your ongoing prescription from there.
As part of your onboarding, your care team will work through your current medications to ensure your arrival care is ready and matched up — identifying any medicines that may need adjustment, alternative options, or specialist involvement before you arrive in New Zealand.
Your doctor coordinates specialist referrals on your behalf — identifying the right specialist, writing the referral, and following up on results and next steps. Your Relationship Manager tracks the referral timeline and keeps you informed throughout.
Where a specialist external to Aurum is required, any fees are charged directly by the specialist — not by Aurum. Where possible, your Relationship Manager will advise you if you may incur a cost from a third party, and can assist with provider selection based on your location and clinical need.
In some cases, particularly for certain medications, a specialist must be involved before prescribing can begin. This is a requirement of New Zealand prescribing law, not a limitation of Aurum's service. Where this applies, it is likely that Aurum will not be able to prescribe the medication until the specialist pathway has been completed. Your GP will always explain the process and ensure the referral is made promptly.
As with all telehealth providers, Aurum's telehealth services are not suitable for medical emergencies. In emergencies, contact 111 or seek immediate medical attention at a hospital. For more information, visit info.health.nz/services-support/emergency-departments.
Telehealth is a safe, effective, and well-evidenced model for managing your day-to-day health. Independent research consistently shows that telehealth achieves comparable outcomes to face-to-face care for the majority of primary healthcare needs. It allows for longer, more considered consultations and a continuous relationship with your GP — which are among the strongest drivers of good health outcomes.
There are times when in-person care or urgent intervention is necessary, and your clinician will always advise you if that is the case. Aurum operates within a clear Scope of Care policy that defines what can and cannot be safely managed via telehealth.
After an emergency event, your Aurum GP will liaise with the treating clinical team, review your care plan, and coordinate any follow-up care — ensuring continuity once the acute situation has resolved.
Yes. Children are included in Aurum Elite family membership, and your GP can consult on their behalf via telehealth. For infants and younger children, consultations take place with a parent or guardian present.
Young people and teenagers can also access their GP and Relationship Manager independently, as age-appropriate. They are protected by the same privacy laws that apply to adults, meaning their health information is treated with the same confidentiality — including from parents and guardians where appropriate under New Zealand law.
For families with children, we recommend maintaining public health enrolment alongside your Aurum membership. Children — particularly younger children — may need face-to-face assessment more frequently than adults, and New Zealand's public health system provides subsidised access to urgent and primary care for enrolled children. Your Aurum GP and Relationship Manager can coordinate with public providers when needed, and will help ensure your child is seen in the right setting — whether that is via telehealth, a face-to-face Aurum appointment, or an urgent care clinic — based on what is most appropriate at the time.
Your Relationship Manager can arrange appointment times that work around school and family schedules.
At the heart of Aurum Elite is the Annual Membership — an ongoing relationship with your named GP and dedicated Relationship Manager. This is the core product: it includes telehealth consultations, monthly health coaching, an in-home diagnostic device, and a personalised annual care plan. Most clients join via the Annual Membership and build from there.
Arrival Programme. A one-off onboarding service for clients arriving in New Zealand. Covers health records transfer, prescription continuity, care plan setup, and a priority GP appointment in your first week. Available as a standalone service, or as part of an Annual Membership for new arrivals.
12-Week Coordination. An optional intensive programme combining GP reviews, health coaching, and full Relationship Manager coordination — available to new arrivals and to existing members navigating a specific health goal or life event.
Preventative Medicine. An optional annual enhancement for Annual Membership holders, adding advanced screening, quarterly wellness reviews, and bespoke preventative health planning.
View full service details and get a quote → Help me decide (coming soon)
Telehealth is the primary way you access your Aurum care team. Consultations take place via video or phone — from wherever you are in New Zealand. This allows for longer, more considered appointments without the time cost of travel, waiting rooms, or clinic schedules. And because your doctor already knows your health history, your medications, and your family context, every consultation builds on the one before — rather than starting from scratch with someone who has never met you.
Telehealth is supported by extensive independent research and consistently demonstrates safe, effective outcomes comparable to face-to-face care for the majority of primary healthcare needs.
Your clinician will always tell you if an in-person assessment or diagnostic test is needed, and your Relationship Manager will help arrange the next step.
Aurum Elite appointments are not rushed to a fixed time limit. Your doctor takes the time needed for your consultation — typically 20 to 40 minutes depending on the complexity of the discussion. Some routine follow-ups may be shorter, and some initial or complex consultations may be longer.
Your clinician also has dedicated preparation time before each appointment and follow-up time afterwards. This means they arrive briefed on your history, your recent results, and any outstanding actions — and after your consultation, they have the time to complete clinical notes, follow through on referrals, and coordinate next steps with your wider team. The benefit to you is a consultation that is focused, thorough, and followed up properly.
This is one of the meaningful differences between Aurum and a standard general practice, where appointments are often limited to around 10 to 15 minutes. Because your doctor already knows your history, your time together is spent on your health — not on introductions or repeating your background.
Yes. Limited face-to-face appointments are available in main centres, subject to availability. Face-to-face care is offered in two circumstances: where it is clinically indicated — meaning your clinician believes an in-person consultation would be beneficial for effective management or diagnosis — or simply because you would prefer an in-person appointment.
Face-to-face appointments are held in high-quality, private co-location spaces selected by the clinical team. You can expect a confidential and comfortable environment with unlimited access to your clinician during your appointment slot. Rapid diagnostic testing may also be offered during a face-to-face consultation where clinically appropriate.
As part of your Annual Membership, you receive a Tyto Care diagnostic device (or equivalent) for use at home. This connected device allows your clinician to assess key health metrics remotely during a telehealth consultation — including heart rate, blood pressure, temperature, lung and heart sounds, skin conditions, and ear, nose, and throat examinations — without the need for a clinic visit.
The device bridges the gap between telehealth and in-person care, giving your GP real-time clinical data during your appointment. This means conditions that might otherwise require a face-to-face visit can often be assessed remotely, saving you time while maintaining clinical accuracy. Your nurse or Health Coach can guide you through using the device, and all data is shared securely with your care team.
Preventative Medicine is an optional annual add-on for Annual Membership holders. It moves your care beyond managing day-to-day health and into a proactive, structured approach to prevention — identifying risks earlier, optimising health markers, and building a personalised long-term wellness plan.
It includes advanced health screening tailored to your age, sex, and risk profile; a bespoke Men's or Women's Health plan; quarterly wellness reviews with your GP; and extended laboratory coordination so results are tracked and acted on over time.
The benefit is early detection and structured action — rather than waiting until something becomes a problem. Preventative Medicine requires an active Annual Membership.
The 12-Week Coordination programme provides intensive, structured support during a defined period — ideal for moments when your health needs more focused attention than a standard membership rhythm provides.
For new arrivals, it ensures your entire healthcare system is set up and working within your first 12 weeks in New Zealand — from provider network to prescriptions to your first GP reviews.
For existing members, the programme is designed around specific health events or goals: a new diagnosis, post-treatment recovery, a significant lifestyle change, executive burnout, pre-conception planning, menopause transition, or a structured physical performance programme. Because your team already knows your baseline, your history, and your goals, the full 12 weeks can be focused on progress, not introductions. Your GP leads the clinical plan, your Health Coach supports behaviour change, and your Relationship Manager ensures nothing is missed.
The 12 weeks give your team enough time to establish habits, track progress, and make real clinical headway — rather than addressing things in isolated appointments.
The Arrival Programme is required for clients joining Aurum Elite as part of an international arrival. It establishes your health record, confirms your care team, and ensures your care plan is in place from your first week in New Zealand.
For clients who are already living in New Zealand, the Arrival Programme may be adjusted or waived depending on your circumstances. Your Relationship Manager will advise the most appropriate starting point during your initial conversation.
Fair use is not a cap, and it is not designed to restrict your access. It is an assurance that your membership is designed for freedom, flexibility, and partnership — while protecting the quality of care for all Aurum members.
You are free to connect with your team as often as you need, in whatever way suits you — whether that is regularly, occasionally, or during specific periods of need. If your usage increases, that is not treated as a problem. It is treated as a signal for your team to discuss what is happening in your health journey and whether a more structured care approach or additional support might be beneficial.
In practice, fair use means your team will check in with you if the pattern of contact suggests your needs have changed — and they may recommend adjusting your care plan accordingly. This conversation is always collaborative, never punitive. The goal is to ensure the care you receive is thoughtful, not reactive.
In some cases, a review may identify that your needs have changed significantly and would benefit from additional services or a more tailored membership arrangement. Any fee adjustment would always be discussed and agreed with you in advance — there are no surprises.
If you are ever unsure about where you stand, your Relationship Manager can discuss it openly at any time.
The simplest way to begin is by contacting us via email or phone, or by scheduling a short discovery call. A Relationship Manager will discuss your situation, answer any questions, and guide you through the process of joining at your pace.
Once you decide to go ahead, we will send you and your family some clinical onboarding forms to complete. These are not complicated — they help your GP and clinical team understand your health history, current medications, and individual goals before your first consultation. You will have plenty of time to complete them, and your Relationship Manager can support you through any part of the process. This preparation is what allows your first appointment to be a real conversation about your health, rather than a paperwork exercise.
For clients arriving in New Zealand from overseas, we recommend beginning at least 4–6 weeks before your departure date. This allows adequate time to transfer health records, confirm prescription continuity, and have your care plan in place before you land — so your first week in New Zealand is looked after.
For clients already living in New Zealand, you can join at any time.
Yes. Aurum Elite is available to everyone in New Zealand — irrespective of citizenship, residency status, or eligibility for the public health system. You do not need to be a new arrival to join.
The Arrival Programme may be adjusted for clients who are already established in New Zealand. Your Relationship Manager will discuss the most appropriate entry point based on your situation.
Yes. Aurum Elite offers family membership that includes both adults and children. Infants under 24 months are included at no charge. Family bundles are available across all applicable phases.
One of the key benefits of family membership is that your entire family is known by the same team. Your GP understands the family's health history as a whole, not just each person in isolation — and your Relationship Manager coordinates across every family member so that nothing falls through the gaps.
Aurum Elite maintains a limited membership to ensure each client receives genuine personal attention. Availability is reviewed at the time of enquiry. We recommend reaching out early — particularly if you have a planned arrival date — so we can confirm availability and begin the process in good time.
Aurum Elite is your first port of call for all non-emergency health needs. Your GP provides first-level contact care — general and family practice medicine, ongoing management, and clinical advice across the full scope of primary healthcare. When your needs go beyond what can be managed in general practice, your team supports and refers you to the most appropriate specialist — whether that is in the public or private system — based on what best meets your healthcare needs and goals.
Aurum works alongside the public system, not in place of it. New Zealand's public health system is excellent for emergency and urgent care, and it provides important funded services that Aurum actively helps you access — particularly for families with children. Your Aurum team ensures you maintain access to core public health entitlements, including Well Child / Tamariki Ora checks, the National Immunisation Schedule, funded screening programmes, and urgent or emergency hospital care.
Your Relationship Manager coordinates across both systems so that nothing is missed. For clients who are not eligible for publicly funded healthcare — for example, some visa holders or visitors — the public health system is still accessible, but services will be charged by that system. Your Aurum team can help you understand what applies to your situation.
Pricing depends on which phases you select and how many family members are joining. Aurum Elite offers individual, couple, and family membership pricing, with bundle pricing available for families joining together.
Clients who pay annually (rather than monthly) receive a 5% saving across all services. There are no other promotional discounts — the pricing reflects the quality and depth of the relationship you receive.
For a personalised quote based on your circumstances, use our quote tool or speak with a Relationship Manager who can walk you through the options.
Yes. Clients who pay annually (rather than monthly) receive a 5% saving across all services. This is the only discount Aurum Elite offers — there are no other promotional rates or hidden pricing tiers.
For the Arrival Programme, children of any age are included within the adult family fee at no separate charge. For the Annual Membership, children aged 2–17 are priced at a reduced rate, and infants under 24 months are included at no charge.
Family bundle pricing is available for households joining together. For a personalised breakdown based on your family size, use our quote tool or speak with a Relationship Manager.
Your membership covers all telehealth consultations with your doctor and nursing team, ongoing Relationship Manager support, health coaching, your annual care plan review, and use of your in-home diagnostic monitoring device.
It does not cover external specialist consultation fees, laboratory test fees, pharmacy costs, or care delivered by providers outside the Aurum team. Where possible, your Relationship Manager will advise you if you may incur a cost from a third party, not charged by Aurum, before they arise.
Aurum Elite and private health insurance are complementary but separate products. Your Aurum membership covers direct clinical care, telehealth access, and care coordination. Health insurance typically covers hospitalisation, surgery, and some specialist costs. Many Aurum members hold both, with Aurum acting as the primary care and coordination layer.
Aurum Elite is not affiliated with any insurance provider and cannot advise on insurance products. If you have questions about how your existing insurance interacts with an Aurum membership, your Relationship Manager can help clarify what Aurum covers.
Aurum Elite holds all client health information in compliance with the New Zealand Privacy Act 2020 and the Health Information Privacy Code. Data is encrypted in transit and at rest, and access is strictly limited to your care team.
We do not share your information with third parties — including government agencies, insurers, or financial institutions — without your explicit consent, except where required by law.
These protections apply equally to young people and teenagers. Under New Zealand law, young people who access Aurum's services independently have the same right to privacy and confidentiality as adult members — including privacy from their parents or guardians where age-appropriate.
Only the members of your designated care team — your GP, Nurse, Relationship Manager, and Health Coach (where relevant to your care) — can access your health record. Access is limited, logged, and strictly controlled.
External parties, including specialists and pharmacies, are only provided with the specific information required for your care, with your knowledge. No information is shared beyond what is clinically necessary.
For young people and teenagers who access the service independently, their health records are subject to the same privacy protections as any adult member. Parents and guardians do not have automatic access to a young person's health information under New Zealand law.
Yes. You have the right to request a copy of your health information at any time. This is protected under the New Zealand Privacy Act 2020. Requests are managed by your Relationship Manager and handled promptly.
You may also request corrections to your record if you believe information is incorrect or misleading.
Yes. Aurum Elite operates in full compliance with the New Zealand Privacy Act 2020 and the Health Information Privacy Code 2020. As a registered private telehealth general practice, we are also bound by the professional and ethical standards of the Medical Council of New Zealand.
Our Privacy Officers are Mary-Ann Clueard (Clinical Director) and Ian Hartley-Dade (Managing Director). Any privacy concerns may be directed to help@aurumhealth.nz.
We prepare thoroughly for each session, so we ask that you give us as much notice as possible if you need to cancel or reschedule. For telehealth appointments, we ask for at least 24 hours' notice. Repeated short-notice cancellations or missed appointments may incur a fee, but this will always be discussed with you first — it is never applied without notice.
For face-to-face appointments, cancellation fees apply if cancelled with less than 24 hours' notice, as time and space have been reserved specifically for you.
If extenuating circumstances arise, please speak with your Relationship Manager. We consider all situations in good faith.
Yes. You may cancel your membership by providing written notice to Aurum via email. A notice period of three months typically applies, as outlined in your Membership Agreement. The notice period allows your team to complete any active care plans and coordinate a thorough handover to your next provider — it exists to protect your continuity of care, not as a lock-in. Your Relationship Manager can walk you through the process and what to expect.
If we decide together that Aurum is no longer the right fit, we will work with you to develop a respectful transition plan — including a transfer of care to another provider if needed. Memberships renew automatically unless notice is given.
Your Annual Membership renews each year on the anniversary of your start date. Your Relationship Manager will be in touch ahead of renewal to discuss any changes to your care plan or membership arrangement.
If you choose not to renew, your team will help you transition smoothly — including providing any information needed for your next healthcare provider.
We welcome all feedback — whether appreciation, suggestions, or concerns. You can share your thoughts in whatever way feels most comfortable: by email at help@aurumhealth.nz or by phone on 0800 287 861.
We will acknowledge your message within 5 working days and handle it with care and discretion. You can expect clear communication and updates as we consider your feedback.
Your right to speak up is also supported by the Code of Health and Disability Services Consumers' Rights. If you are unsatisfied with our response, you may contact the Health and Disability Commissioner on 0800 11 22 33, or the Nationwide Health and Disability Advocacy Service on 0800 555 050 for independent support.
Answers reviewed by Aurum Elite's clinical team.
The information on this page has been prepared and reviewed by Aurum Elite's clinical leadership, led by Mary-Ann Clueard, Clinical Director and Masters-prepared Registered Nurse. It is intended for general information purposes only and does not constitute medical advice. For questions specific to your health or clinical situation, please speak with your Aurum GP or contact our team. In a medical emergency, always call 111.
Every question is welcome. Reach us by email or phone and a Relationship Manager will respond personally.