Part of the Relationship
This policy is part of the Terms and Conditions you agree to when using and receiving services from Aurum Health. We may update it from time to time, and will let you know when we do.
We recognise that choosing a healthcare provider is a personal decision — one that reflects your values, expectations, and aspirations for your wellbeing. This guide outlines how we work, what you can expect from us, and the principles that underpin every consultation. It reflects our commitment to care that is calm, attentive, and designed around you.
The Scope of Care Policy complements our other policies and procedures — including the Client Privacy & Data Care Policy. If you have questions or would like copies of any Aurum policies, your Relationship Manager is always the best first port of call.
AH Reed Park, Whangarei
A Relationship,
Not a Transaction
We hold ourselves to the highest standards of care. This means:
- Longer consultations that allow time for a meaningful and unrushed conversation
- Behind-the-scenes preparation and follow-up time, so your care is always thoughtful and personalised
- Clinicians who are attuned to your goals, not just your symptoms
- An approach grounded in clinical governance, best practice, and intentional care
Our role is not simply as a healthcare provider, but as partners in your health journey — supporting you to reach your aspirations.
How Telehealth
Supports Your Care
Telehealth allows you to access exceptional clinical care, wherever you are. It offers flexibility, privacy, and the opportunity to build a consistent and trusted relationship with your clinician.
Telehealth is supported by extensive independent research, consistently demonstrating it is safe, effective, and achieves comparable outcomes to face-to-face care. There are, however, times when in-person care may be more appropriate. If this is necessary, your clinician will let you know and support you with the next steps.
Aurum's telehealth services are not suitable for medical emergencies. In an emergency, call 111 or seek immediate medical attention at your nearest hospital. For more information, visit info.health.nz/services-support/emergency-departments.
Enabling the Best
Quality Care
Numerous factors — including adherence to medical advice, lifestyle choices, and the nature of the condition — influence health outcomes. We are also clear that no healthcare service can guarantee outcomes.
The quality of your care depends on your openness, honesty, and willingness to take shared responsibility when engaging with our clinicians. To ensure the best experience, we invite you to:
- Keep your device camera on during your consultation
- Share complete and accurate information about your health, history, and symptoms
- Be open to clinical guidance, including follow-up or in-person care if recommended
- Recognise that telehealth has limits, and some assessments require physical examination or tests
Technology
and Continuity
We invest in secure, reputable, and proven technology systems. As with all technology, we cannot promise a completely disruption-free experience — but we are here to support you if any technical issues arise. All technology systems we use are thoroughly risk-assessed before introduction.
Our systems are cloud-based, meaning any device that can connect to the internet is suitable for accessing Aurum's services. If you experience technical issues, please contact your Relationship Manager or email help@aurumelitehealth.com and we will assist promptly.
Please note that Aurum cannot be responsible for technology failures at your end — including unstable internet connections or camera issues. For full detail on how we protect your information, please refer to our Client Privacy & Data Care Policy.
"Every consultation is an opportunity to deliver care that reflects your values, aspirations, and the way you wish to be supported."Aurum Elite
Your Responsibilities
Clients are asked to:
- Engage honestly and respectfully with all clinicians
- Share full health histories and current medication use
- Feel free to agree or disagree with care plans — but ensure you follow through on the plans and referrals you consent to
- Notify Aurum Health of any care received outside our services, such as emergency department visits, so that any future advice takes your most current circumstances into account
- Understand the limitations of telehealth and attend in-person services when advised — whether with Aurum or another recommended provider
Your Clinical Team
Aurum Health's clinical team is multidisciplinary. Each member has a defined and complementary role — from diagnosis and prescribing through to coaching, coordination, and follow-up. Here is what you can expect from each.
Your Doctors & Nursing Team
Doctors and nurses at Aurum Health are registered in New Zealand and provide the full range of general practice care:
- Diagnose, treat, and manage a wide range of physical and mental health conditions
- Prescribe medications, including controlled drugs, where clinically appropriate and within legislative frameworks
- Refer to private specialists and coordinate diagnostic investigations
- Provide preventive health interventions and medical lifestyle planning
- Offer second opinions and medical oversight for complex or chronic cases
Our doctors and nurses work both independently and collaboratively across the Aurum team, with additional responsibilities for clinical governance where applicable.
Nursing Support
Our nursing team supports the ongoing quality and continuity of your care. They:
- Deliver follow-up care and client support in coordination with your doctor
- Provide health education, coaching, and guidance across your health goals
- Assist with monitoring long-term conditions and supporting medication adherence
- Carry out tasks permitted and directed by your doctor, within their training and scope of practice
- Participate in relationship-managed care and document all clinical encounters
Nurses do not independently diagnose or initiate prescription medications unless authorised by standing orders or within their scope of practice.
Health Coaches
Health Coaches are trained professionals who work alongside the clinical team to support your wellbeing goals. They:
- Partner with you to explore and set health goals aligned with lifestyle medicine principles
- Support behaviour change through motivational interviewing and structured plans
- Liaise with clinical staff to align coaching with your medical treatment plan
- Help you interpret health data, including biometrics, wearable devices, and lab results
Health Coaches do not provide clinical diagnosis, medical advice, or medication adjustments. They work under clinical supervision to support your continuity of care.
Your Relationship
Manager
Every Aurum member has a personal Relationship Manager — your first point of contact for anything relating to your care, your membership, or your experience with us. While Relationship Managers are not clinicians, they play a central role in coordinating the quality of service you receive.
They are your personal concierge. They know your preferences, anticipate your needs, and ensure that every interaction with Aurum is smooth and effortless. They operate with the highest standards of integrity in relation to your personal information and requests.
If you are ever uncertain about something, your Relationship Manager is always the right first call.
A Coordinated
Team Around You
Aurum's clinicians work as a coordinated team. This approach reinforces the best possible clinical experience for every client. Communication and care planning are shared through secure, integrated systems — so the right people always have the right information.
- Secure clinical records and internal messaging
- Internal case reviews and care planning meetings
- Referrals and escalations documented and followed through by your Relationship Manager
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, and you will be notified when any changes are made.
If you have any questions, your Relationship Manager is always the best first point of contact. You can also reach us at help@aurumelitehealth.com or on 0800 287 861, Monday to Friday, 9am – 5pm.