eMatters Newsletter - September 2025
A word from our Secretary | Carol Neki
Kia ora koutou katoa,
This month, we come together to celebrate Te Wiki o Te Reo Māori, an opportunity for us all to embrace and honour our beautiful national language. How do you plan to mark this special week? I encourage you to explore the Reo resources link, where you’ll find a variety of posters and helpful materials to support both your professional practice and personal journey with te reo Māori.
Looking ahead to October, many of our PMAANZ members will be flying across the Tasman to Melbourne, joining forces with our Australian AAPM colleagues. This collaboration promises to be both enlightening and inspiring. Personally, I’m eager to connect with my peers, to share my ever-growing list of challenges, discover new solutions, and gather as many innovative ideas as possible!
In this edition, you’ll hear from our new partner NZMII, who share why practice level cover is essential and members of our executive team, who will share their current thoughts and priorities. We’re also featuring updates from a couple of our branches, as well as an in-depth profile of one of our inspiring members.
I hope you find this issue both engaging and informative. If you have suggestions for topics or features, you’d like to see in future newsletters, please don’t hesitate to reach out. Your feedback and ideas are always welcome.
Ngā mihi
Carol Neki | PMAANZ Executive National Secretary
Te Wiki o Te Reo Māori 2025
This September we celebrate the 50th anniversary of Te Wiki o te Reo Māori (Māori Language Week).
Born of activism, the week grew from a single ‘Māori Language Day’ set up in 1972. The seeds of a full week dedicated to te reo Māori were planted in 1974. By 1975 Te Wiki had found its footing and was off! Its growth and gains are what we celebrate 50 years on.
Te Wiki takes place from 14th – 20th September 2025.
AAPMAANZ 2025
Don’t Miss Out: Register Now for the AAPMAANZ 2025 Conference in Melbourne!
Your gateway to learning, networking, and inspiration
Are you ready to be part of the premier event for practice management professionals in Australia? The AAPMAANZ 2025 Conference will be held in Melbourne this year, promising an experience you simply can’t afford to miss!
Join colleagues and experts from Australia and New Zealand, for a dynamic program designed to inspire, inform, and connect. Whether you’re looking to expand your knowledge, discover innovative solutions, or be motivated by world-class keynote presenters, the conference has something for everyone.
Explore the full Program to discover engaging sessions, workshops, and networking opportunities tailored to address the latest trends and challenges in practice management. Planning your stay is effortless, simply check out the Book Your Stay link to find convenient accommodation options close to all the action.
This year’s line-up of Keynote Presenters features thought leaders who will deliver fresh perspectives and practical insights you can bring back to your workplace. Don’t miss their invaluable sessions, which are sure to spark new ideas and energise your practice.
Ready to secure your place? The Registration Form is just a click away. Don’t wait—register now to ensure you don’t miss out on this unmissable event. Melbourne awaits!
- Registration Form - Registration
- Program - AAPM National Conference
- Book your stay - AAPM National Conference National Conference
- Keynote Presenters - AAPM National Conference National Conference
We look forward to welcoming you to an unforgettable conference experience in Melbourne!
A word from our Chair | Mary Morrissey
Kia ora koutou katoa
Greetings PMAANZ Members,
In our last newsletter, I shared my disappointment regarding the delay in the Capitation Reweighting initiative. The Technical Advisory Group invested significant time and effort into advocating for a funding model that better reflects the needs of our communities, one that considers not just age and gender, but also ethnicity, rurality, deprivation, and multimorbidity.
At the recent GP24 Conference in Christchurch, where I represented PMAANZ, Minister Brown announced that the revised capitation formula will be implemented from 1 July 2026. While this is a welcome step forward, I received the news with mixed feelings. Ethnicity has been removed from the formula, which means that although the new model acknowledges many complexities in patient care, it still falls short in addressing the equity challenges we face.
Over the past quarter, I’ve continued to represent PMAANZ in several key forums:
- General Practice Leaders Forum (GPLF)
- General Practice NZ Executive Board (GPNZ)
- Primary Care Sector – Te Whatu Ora
- Primary Care Sector Engagement Group – ACC
I’ve also joined the ACC Primary Care External Reference Group, which is focused on identifying solutions that improve recovery outcomes and strengthen ACC’s collaboration with primary care. This group includes a diverse range of professionals, GPs, physiotherapists, nurse practitioners, social workers, and MSD representatives.
Additionally, I’ve been invited back to the Capitation Reweighting Technical Advisory Group, where the focus is now on the practical implementation of the revised funding model. Our goal is to ensure that all practices benefit from the changes.
It’s encouraging to see PMAANZ’s voice being sought in these important conversations. I’ve had early discussions around several upcoming initiatives, including:
- New 6 weeks immunisation targets
- Shared digital health records
- The new target for 80% of people to access a primary care appointment within one week
Planning for our upcoming Conference in Melbourne is progressing incredibly well. We’re excited about the lineup of speakers and concurrent sessions, check out Jen’s article for more details.
We encourage you to share feedback with the Executive about what’s happening in your communities, what’s working well and what needs attention. Your insights are vital in helping us advocate effectively, challenge proposed changes and offer informed recommendations that benefit our members and the patients we serve.
Ngā mihi
Mary Morrissey | Chair PMAANZ
Protecting Your Practice: NZMII's Comprehensive Practice Policy
Protecting Your Practice: NZMII's Comprehensive Practice Policy
New Zealand Medical Indemnity Insurance (NZMII) have a long association with general practice through supporting general practitioners (GPs), GPEPs, and allied health professionals for over 25 years. This year we’ve also launched a new policy designed specifically for Nurse Practitioners.
In 2024, we expanded our offering with the launch of our Practice Policy to address the evolving medico-legal landscape in regard to vicarious liability.
Understanding Vicarious Liability and Section 72
The Ryan vs HDC legal decision clarified that medical practices can be held vicariously liable under Section 72 of the Health and Disability Commissioner Act (HDCA). This means if an employee, agent, or member of a healthcare provider breaches the Code of Patient Rights, the healthcare provider (whether a company or partnership) can also be held responsible.
In the Ryan vs HDC case, Dr Sparks was found to have breached the Code of Patient Rights. As he was deemed an agent of the medical centre, Dr Ryan was also found to have breached the Code, even though he had no direct involvement with the patient. Although Dr Ryan was not referred for disciplinary action, the case highlighted the real risks of shared liability for practice owners and partners.
While the implications of Section 72 should not be overstated, they are significant. Practices can be subject to investigation, potential disciplinary proceedings, and claims for compensation even when individual practitioners hold their own indemnity cover.
Recent Developments Reinforce the Risks
Another recent HDC case involving the delayed diagnosis of recurrent prostate cancer due to inadequate PSA result monitoring further highlights the very real risk at both an individual practitioner and practice level.
In this instance both the treating doctor and the medical centre were held liable, reinforcing that practices can face exposure not only for clinical decisions but also for systemic issues such as recall systems and results management.
This underlines the medico-legal risks that directors and owners of medical practices may face during the normal course of providing care to patients. Equally it serves to reiterate and reinforce the importance of practice-level indemnity cover, not just for clinicians, but also for practice owners and directors as well as admin and support staff who play a role in patient care.
What the NZMII Practice Policy Covers
The NZMII Practice Policy is a comprehensive indemnity insurance solution tailored specifically to New Zealand’s general practice environment. It covers:
- Vicarious liability for owners, directors, partners, or officers due to the actions of any staff or agents involved in patient care.
- Support and administrative staff liability, such as issues with test result dispatch, privacy breaches, or data handling.
- Legal defence costs, whether arising from HDC investigations, privacy complaints, Coroner inquiries, or Human Rights Review Tribunal claims.
- Compensation or damages, up to $2,000,000 per incident and $4,000,000 per year.
Importantly, it does not replace the need for individual indemnity insurance for medical or allied health professionals, who must still maintain their own cover.
Designed for Flexibility and Fairness
We’ve designed the policy with scalable pricing based on Full-Time Equivalent (FTE) staff, starting from just $1,610 per annum, that recognises the variability in size and structure of general practices in NZ. So, whether you're a solo GP with part-time staff or a large multidisciplinary clinic, we offer cost-effective, tailored coverage without unnecessary over-insuring.
We also respect individual practitioner choice. NZMII’s Practice Policy does not require individuals within the practice to hold personal NZMII cover. Practitioners are free to select their own indemnity provider.
Why Practice-Level Cover Is Essential
As the Ryan vs HDC case demonstrates, even with all staff individually insured, a practice can still be held liable. The NZMII Practice Policy is essential for covering:
- Liability for non-clinical staff (e.g., practice managers or receptionists).
- Shared legal exposure due to systemic or administrative failures.
- Situations where separate legal representation is required for the practice itself.
In essence, the policy protects the operating entity and those in ownership or management roles, but not the clinical work of individual practitioners. That’s why both a practice level policy and individual indemnity insurance are needed to ensure full protection.
Simple, Quick, and Local
Getting covered with NZMII is easy with online applications processed in 1–2 business days, meaning you’ll have peace of mind fast.
NZMII is a trusted provider with established experience in the New Zealand healthcare sector. Our policies are locally designed to reflect the risks and realities of general practice here in NZ.
To find out more about the NZMII Practice Policy, or any of our other policies, please visit the NZMII website or call us on 0800 102 220 to discuss your individual practice needs.
New Equity reaccreditation module launched
New Equity reaccreditation module launched
In July, The Royal New Zealand College of General Practitioners (the College) launched its Equity reaccreditation module as part of the Cornerstone programme for practices wanting to maintain their Equity accreditation status.
The Equity reaccreditation module is designed to help practices reaffirm their ongoing commitment to health equity, strengthen relationships with their communities, and continue improving the health outcomes for their patients and whānau.
The module aligns with the College’s Te Tiriti o Waitangi and Māori health equity position statement and its advocacy towards systemic and structural changes that are required in health and education to prioritise the elimination of health inequities, especially for Māori, Pacific Peoples and other priority populations.
The module focuses on outcomes-based evidence and reflective practice, providing the opportunity for practices to show how they are embedding equity into their everyday work.
Dr Nina Bevin (Waikato-Tainui), Chair of Te Akoranga a Māui, the College’s Māori representative group, was one of the advisors for the module and contributed to its development before the pilot phase and says, “Achieving Equity reaccreditation recognises practices who are leading the way, delivering high quality care and demonstrating equitable practice in action.”
The cost of the Equity reaccreditation module is $550 + GST and the module can be purchased through the College’s website.
Comments from some of the pilot practices:
“We enjoyed communicating with our team and reminding ourselves what equity looks like... We are proud to say that equity is always at the forefront of our practice.”
“Being able to reflect on where we have improved over the last three years is rewarding.”
The Continuous Quality Improvement (CQI) reaccreditation module was also launched earlier this year in February.
More information on the Equity and CQI reaccreditation modules, including how to purchase them, is available on the College website The Cornerstone Modules | RNZCGP or by emailing the team on quality@rnzcgp.org.nz.
Welcome to our new members!
June 2025
- Kerin Thompson - Nelson/Marlborough
- Vanessa Taylor - National
- Sarah Varkalis - Otago
- Deanna Rendell - Waikato
- Genna Baldwin - Waikato
- George York - Canterbury
- Jasper Heijtel - National
- Amreeta Raj - Auckland
July 2025
- Teresa Orchard - Canterbury
- Kelly Smith - Wellington
- Lee Wilson - Waikato
- Caren Petrat - Nelson/Marlborough
- Caitlin Burns - National
- Julie Kennedy - Canterbury
- Jo Sims - Canterbury
- Diama Williams - Waikato
- Amanda Morrison - National
- Carlee Robinson - Auckland
August 2025
- Ivy Li - Auckland
- Aalisha David - Auckland
- Lacey Owen - Auckland
Conference Update | Jen Kaponga
It is crazy how fast this year has gone. Winter is officially behind us, and we now get to enjoy beautiful warmer weather with longer days ahead.
It is exciting to see the AAPMAANZ Conference is just around the corner, from Tuesday 21st October to Friday 24th October at the Melbourne Convention centre.
The Conference Committee has worked hard over the last few months putting together a combination of inspiring educational sessions, networking opportunities, and social events which is a perfect mix for professional growth and connection. It’s also lovely that there’s a strong emphasis on bringing together the Australian and New Zealand communities, such a great way to strengthen trans-Tasman ties.
This year’s Master of Ceremonies is our own Lovey Ratima-Rapson. Lovey comes with over 20 years of diverse experience in the healthcare industry; Lovey stands out as a passionate advocate for health equity particularly in Māori and Indigenous Health. Her Career journey covers a broad spectrum of roles, including Primary, Community, Oral Health, Private Practice and Military Medicine. Lovey currently leads a team of Health Relationship Managers at Pegasus Health PHO in Christchurch.
Also coming from New Zealand as a keynote speaker is Matt Brown who is Author, Advocate and co-founder of She is Not Your Rehab. Matt is a New Zealand born Samoan author and renowned communicator who works to eradicate domestic violence by supporting those who perpetrate violence, to heal. Matt was a survivor of family violence and childhood sexual abuse himself; he originally started his domestic violence advocacy work by sharing his story with the men who frequented his busy barbershops as a way to foster vulnerability, healing, and connection. Matt and Sarah Brown together founded She Is Not Your Rehab.
With it also being our Labour weekend, take the advantage of spending an extra couple of days visiting the Victoria Market, DFO shops, plaza’s, bars and restaurants along the Yarra River. There is always something buzzing to see and to do and the start of the Melbourne Cup Carnival and the Silver ferns international test.
Nā tō rourou, nāku te rourou, ka ora ai te iwi
"With your food basket and my food basket, the people will thrive,"
Ngā mihi
Jen Kaponga | PMAANZ Conference Convenor
Membership Update | Karen Greer
In the remote reaches of rural New Zealand, where winding roads stretch for miles and medical facilities are few and far between, access to emergency care can mean the difference between life and death. That’s why PRIME (Primary Response in Medical Emergencies) is more than just a service. It’s a lifeline.
As well as my membership role on the Executive for PMAANZ my day job is PM at Bulls Medical Centre.
One of the most challenging times for a rural practice is a PRIME callout.
PRIME stands for Primary Response in Medical Emergencies. It’s a critical program in rural New Zealand, run by St John NZ and Health NZ, that enables trained GPs and nurses to respond to medical emergencies in areas where ambulance response times may be delayed due to distance.
These PRIME-trained professionals step out of their day-to-day roles in clinics to attend to trauma and urgent medical events, sometimes with heartbreaking outcomes. They do this on-call, alongside ambulance services, bringing lifesaving care to patients in critical moments.
Here’s what that means for us:
- When an emergency happens nearby, our GPs or nurses might leave the clinic to attend the call. This leaves our reception team dealing with people in the waiting room as well as rebooking upcoming appointments.
- The GPs or nurses provide vital care while waiting for ambulance backup, often making the difference between life and death.
- Then, they come back and return to their normal workday, continuing to see patients like nothing happened.
This can be physically and emotionally draining, especially after traumatic events. Our amazing staff support each other the best we can, offering time to decompress, when possible, but in a busy clinic, it’s not always easy to pause.
I would like to offer a huge thank you to all our incredible PRIME responders around the Motu, for what you do out there, and for coming back to your practices and doing even more.
Ngā mihi
Karen Greer | PMAANZ Membership
Karen Greer | PMAANZ Membership
Education Update | Niomi Fleming
As we move into some warmer weather, it feels like the perfect time to reflect on progress and look ahead with optimism. Since our last newsletter, I’ve had the opportunity to mark nine Bronze KASF papers , a wonderful reminder of the dedication and effort our members continue to put into their professional development.
We are also pleased to announce that applications are now open for one Bronze and one Silver KASF scholarship. This is a fantastic opportunity for those looking to take the next step in their learning journey. Application forms are available on our website; we encourage all eligible members to apply.
ADDITIONALLY, we are in the early stages of discussions with New Zealand based education providers to explore new pathways and opportunities that could benefit our membership. We are also in the throws of recreating the silver KASF paper again, after some valuable feedback from our members. We look forward to sharing more details as both of these developments progress.
Finally, for those who enjoy some culinary reading, I highly recommend taking a look at Cook once, eat twice by Nadiya Hussain, winner of the great British bake off 2015. It’s all about reusing leftovers or food scraps to create dishes. I challenge all of you to try the no waste movement, this book has so many cool ideas (think potato peel gratin).
Niomi Fleming | PMAANZ Education
Treasurer Update | Wendy Harris
Appreciating NZ from afar…
After spending six incredible weeks exploring the narrow streets, ancient ruins, and vibrant cultures of Europe and Bali with my husband, I’ve returned home to New Zealand with a heart full of memories and a renewed appreciation for the place we’re lucky enough to call home.
Our holiday was two years in the planning and was partly to visit family in England and partly to explore new countries and experience new cultures and foods. Every day was certainly an adventure with a LOT of walking, sweltering in the scorching temperatures, trying new foods (some amazing, some… less so!) and learning about the history of each location we visited. I was also surprised by the number of people we came across on our travels who had some kind of connection to NZ or who had a desire to visit here.
But amid all the excitement, I found myself reflecting on just how fortunate we are to live in New Zealand. Travelling opened my eyes, not only to the wonders of the world but to the quiet beauty of our own backyard. It’s easy to take things for granted when you're surrounded by them every day. But stepping away and then returning, gave me a whole new appreciation. I feel deeply grateful for our clean air, our safe communities, our open spaces, and our connection to the land.
We are now planning to get in our caravan and continue to explore NZ and all it has to offer. Here’s just a little taster of some of the places we visited.
Best mushroom risotto -Italy | Lemon Granita on the Cinque Terre trail | Swiss Alps – Aguille du Midi
Lake Annecy - France
Ngā mihi
Wendy Harris | PMAANZ Treasurer
Communication Update | Roshan Fernando
As I reflect on my time serving on the PMAANZ Executive, I am filled with gratitude for the trust and camaraderie extended to me by the Executive Board and our dedicated membership. These past couple of years have been an extraordinary chapter, rich with learning and connection. From the moment I joined, I was welcomed into a community whose passion and commitment to excellence inspired me daily.
I have cherished the opportunity to gain insight into the organisation's operations and to witness firsthand the vibrancy and diversity of our membership. Whether at national conferences, engaging online, or gathering at networking events, each interaction has deepened my appreciation for what PMAANZ represents, a network of professionals united in purpose, continually striving to support and uplift one another.
Overseeing the communications portfolio was not merely a role, but a privilege. Curating webinars and sharing information to empower our members has been deeply rewarding, and I am proud of the strides we have made together in fostering engagement and knowledge-sharing.
Though I am stepping down from my Executive position, I am not bidding a final farewell. PMAANZ remains close to my heart, and I look forward to staying connected, sharing ideas, celebrating successes, and continuing our journey together at future events. Thank you all for your encouragement and friendship; I am excited to see how our organisation evolves and grows in the coming years.
This is a farewell but not a goodbye as I will see you all around at future events...
With warmest regards and sincere thanks,
Ngā mihi
Roshan Fernando | PMAANZ Communications
Auckland branch update
On Thursday, 7th August, the Auckland Branch held a successful dinner at Something & Social in Newmarket. It was wonderful to see so many of our members come together for an evening of connection, networking, and idea sharing.
A big thank you to Loren and Matt, Auckland Sales Representatives from Amtech, for their generous support of the evening, your contribution helped make the event possible, and it was greatly appreciated by all who attended.
The dinner not only gave members a chance to relax and reconnect, but it also provided a valuable opportunity to brainstorm ideas for future initiatives within the branch.
Since stepping into the role of Auckland Branch Coordinator, I’ve been gathering ideas for the months ahead, including breakfast networking sessions and educational opportunities. We’re excited about the chance to build momentum and provide meaningful ways for members to connect and learn together.
We look forward to sharing more updates soon, and to seeing these ideas come to life.
Ngā mihi nui,
Samantha | Auckland Branch Coordinator
Navigating the landscape of weight-loss management options
Navigating the landscape of weight-loss management options
Obesity is a complex, chronic condition that affects overall health. New Zealand has the third highest adult obesity rate in the OECD, with one in three adults and one in 10 children classified as obese.
Treating obesity isn’t just about reaching a target weight. The goal is to improve overall health, support lifestyle changes, address physical health problems, enhance quality of life and promote mental wellbeing.
There’s a vast amount of information about weight loss, medicines and fad diets online, much of which is inaccurate and unsafe. It’s important patients receive credible, reliable information to help them make safe and informed choices about their health.
Healthify offers resources tailored for healthcare providers and patients in New Zealand
Healthify provides helpful overviews focused on sustainable changes in diet, activity and behaviour. There’s also information on different eating patterns, as well as cautions about fad diets.
- Weight loss – a healthy approach
- Weight loss diets
- Healthy habits: How to make them stick
- Everyday exercise
- Fitness – how to start exercising if you’re out of shape
- Green Prescriptions
- Physical activity – common questions
- Exercise while staying at home
- Body size and health
For patients who may benefit from medication, Healthify offers detailed information about commonly prescribed weight loss medicines in New Zealand. This includes possible costs, safe usage and potential side effects.
- Common questions about weight loss medicines
- Ongoing support while taking weight loss medicines
- Medicine pages: Contrave(naltrexone/buproprion); Duromine (phentermine); Saxenda (liraglutide); Xenical (orlistat); Wegovy (semaglutide)
Digital technology can help to support users. For example:
- Nutrition apps can encourage healthy eating by helping users make better food choices, keep track of their food intake and plan their meals or get recipes.
- Weight management apps can encourage positive lifestyle changes to help maintain long-term weight control with diet and fitness.
There is also information on surgical options and criteria for referral when appropriate.
- Weight loss surgery overview
- Weight loss surgery and medicines
(((Weight loss surgery can change the way your body absorbs medicines which will affect the dose or type of medicine you need to take.)))
Encouraging patients to use Healthify’s reliable and trusted resources can help them to make informed choices that support their long-term health and wellbeing.
Request for Feedback - Share Your Ideas -email hello@healthify.nz
We value the insight and experience of our readers, and we’re eager to hear from you. As we continue to develop and improve the Healthify website, we invite Practices to share what features and resources would be most useful for your patients. Do your patients want access to certain apps or health information. Your feedback will help us create a more effective and supportive online hub for everyone in your care. Please let us know your suggestions and ideas, together we can make Healthify a better resource for all.
Healthify He Puna Waiora
New Zealand’s Trusted Health Information Platform
Collaborative Aoteaora
Pou Ora | Pillars of Health model of care
Here at Collaborative Aotearoa, we excited to share Pou Ora | Pillars of Health, a new model of care designed to strengthen and future-proof primary care in Aotearoa.
Pou Ora has been shaped by the voices of kaimahi, whānau, and communities across the motu, and reflects the realities of today’s practices.
Pou Ora | Pillars of Health consists of five distinct but interconnected pou:
- Te Pou Kaimahi | Workforce,
- Te Pou Ohotata | Access to acute care,
- Te Pou Karohia | Proactive and preventative care,
- Te Pou Auaha | Innovation and sustainability, and
- Te Pou Hono | Collaboration
Pou Ora | Pillars of Health provides a clear framework and offers practical guidance to support teams, improve whānau outcomes, and create sustainable systems of care.
For practice managers and administrators, Pou Ora is more than a vision. It is a toolkit that can help shape workforce planning, improve daily operations, strengthen partnerships, and embed innovation in ways that truly make a difference. It honours the mahi already happening in practices and provides a pathway to build on it, together.
At its heart, Pou Ora reminds us that transformation is not the work of one, but of many. By standing these pou together, we can build a stronger, more equitable health system for whānau, kaimahi, and communities.
- You can download the Pou Ora | Pillars of Health model of care e-booklet from our website - click here.
- Check out our recent Webinar here: Pou Ora Pillars of Health Webinar Launch
We’re also sharing the new model face-to-face, offering full-day workshops and evening sessions across Aotearoa. This is the start of a long-term journey to embed Pou Ora | Pillars of Health into general practice.
- Pou Ora | Pillars of Health One Day Roadshow 2 - Taranaki Tuesday 14 October: Register here
We look forward to exploring the opportunities of Pou Ora | Pillars of Health with many of you at our workshops, webinars, and events over the coming months.
For more information, please contact our team:
Marama Buck | Collaborative Aotearoa
Strategic Project and Event Manager
Getting to Know Our Members
Getting to Know Our Members - Jayson Gentiles | Practice Manager (Part-time sheep)
What new ideas have you tried to make things run smoother at work?
I wouldn’t say these were solely my ideas, as our team works collaboratively. We often build on each other’s suggestions to ensure any changes are practical and do not negatively impact the day-to-day operations of other team members.
Since I started at Swanson Medical Centre, some of the initiatives our team has implemented include:
- Regular use of data in both clinical and all-staff meetings, helping us make informed decisions.
- Scheduled and consistent meeting dates to improve communication and planning across the team.
- Refinement of our morning triage process, which we’ve adjusted several times to increase the number of same-day appointments available for patients, while also freeing up nurse time for other essential tasks.
- Appointment of a dedicated admin staff member to manage accounts, particularly focusing on bad debts. This has significantly improved our ability to monitor outstanding payments and follow up with patients who haven’t settled their accounts.
In addition, we’ve introduced a range of staff well-being activities to support morale and engagement. These include initiatives such as the Well-being Bingo, Healthy Bake-Off Challenge, and themed games around holidays. These activities have had a positive impact on staff motivation and have contributed to a reduction in staff turnover.
What do you do to keep your staff happy and mentally healthy?
We have a lot of fun and engaging activities at our clinic to support staff well-being. For example, we ran a Well-Being Bingo, where staff ticked off self-care activities they completed. We also organise themed games around holidays—last year for Matariki, we played games that helped our team learn about the history and significance of the celebration.
Another example is our “12 Days of Christmas” games, which we held in the lead-up to the Christmas break. In addition to these, we regularly organise monthly activities, both within and outside the clinic, to promote health, happiness, and team connection.
Most importantly, our staff are actively involved in the decision-making process. We prioritise transparency and ensure the entire team is informed and consulted whenever we plan to make changes.
What tips do you have for keeping your finances in good shape?
As a practice manager, keeping the finances in good shape comes down to a mix of discipline, visibility, and forward planning. Here are my key tips:
Know your numbers at a glance – Regularly monitor your income streams (like capitation and co-payments) and fixed costs (such as salaries, utilities, and supplies). Having a simple dashboard or summary helps keep things clear.
Don’t wait for trouble—forecast – Anticipate expenses, slow seasons, and future staffing needs. Budgeting 6–12 months ahead gives you room to make smart decisions rather than reactive ones.
Review spending regularly – Question recurring costs, renegotiate contracts if possible, and always look for smarter, more cost-effective suppliers or processes. Small changes can add up.
Invest in tools that save time and money – Whether it's an online booking system or automation for recalls and invoicing, the right tech reduces human error and improves efficiency.
Set aside a contingency fund – Healthcare can be unpredictable, so having a buffer helps you manage the unexpected without panicking.
Work closely with your directors and owners – Make it a habit to review reports together, not just during end-of-year crunch time.
Plan ahead to support patient care, not just admin – Forecasting isn’t just about avoiding trouble; it’s about planning initiatives that help your team cater to more patient needs while minimising time spent on admin tasks. Whether it’s staffing, systems, or workflow improvements, thinking 6–12 months ahead gives you space to be proactive and patient-focused.
And my bonus tip: Don’t be afraid to say no to spending that doesn’t align with your strategic goals. Just because it sounds cool, doesn’t mean it makes financial sense right now!
Which partnerships or collaborations have been the most helpful for your health care centre?
We’re fortunate to have a number of meaningful partnerships that truly enhance how we deliver care:
Our local PHO, Te Tumu Waiora, and the CPCT – Their combined support has been instrumental. Te Tumu Waiora has provided us with a Health Improvement Practitioner and Health Coach, which has strengthened our capacity to support mental health and lifestyle-related concerns. The CPCT has also placed a clinic pharmacist in our practice, which has significantly helped ease the workload of our GPs and nurses, especially in managing medication queries, reconciling prescriptions, and conducting medication reviews.
Our local pharmacy – This ongoing collaboration helps ensure seamless medication management, timely access to prescriptions, and shared support for patient education.
Our community church – We’re grateful to them for generously allowing us to use their space for our regular wellbeing activities. It’s made a huge difference in bringing health initiatives closer to the community in a familiar and trusted environment.
These partnerships have not only extended our reach but also deepened the impact of our care by making it more accessible, holistic, and community based.
Where have you travelled that you would recommend to others?
I may be a little biased, but I would absolutely recommend the Philippines. It’s where I was born, and every time I go back, I’m reminded of just how breathtaking it is. With over 7,000 islands, the country has some of the most beautiful white sand beaches in the world—places where the water is so clear it looks unreal, and the sunsets are something else.
Whether you're into island hopping, snorkelling, or just lying on the beach with fresh mangoes, there’s something magical about it.
If you could have any superpower, what would it be and why?
As a practice manager, there are times when I wish I had the superpower to stop the clock. With constant deadlines, reports to prepare, and issues to address, it often feels like 24 hours just isn’t enough to get everything done.
Do you have any hidden talents or hobbies?
Hmm… I can dance! I’ve always loved it back in the day, I was even part of a dance troupe. Think synchronized moves and dramatic poses! I was also in a choir during high school, but let’s just say my singing voice peaked early… and then gracefully retired. Now I just stick to dancing (and singing in the shower where no one can judge).
What’s your favourite way to relax after a long day?
After a long day, I love winding down by watching a movie with my husband or doing some baking. It helps me switch off and reset. Then the next morning, I’m up by 5 AM to work out. It’s my way of recharging and starting the day with good energy and a clear mind. It’s a balance of rest, joy, and a bit of discipline that keeps me going.
Jayson Gentiles | Practice Manager
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Books / Movies / Shows - recommended by our members
In this gripping standalone novel from James Patterson, a woman facing mounting threats against her family must uncover the truth about her husband’s mysterious past before it’s too late.‘
Ray Eke has always found peace in his job, collecting litter for the city council. Until the day he finds the brutalized, bloodless body of a girl on his round. He recognizes her immediately too. Lauren Pascoe went missing three years before. It’s also clear she hasn’t been lying on the roadside verge all this time. Someone’s clearly been holding her prisoner. Keeping her as their very special toy.
The police know it couldn’t have been Ray, whose gentle heart is obvious to all. But then another girl is taken. And she’s someone who Ray had a connection to, back in his previous job as an accountant, before his breakdown…
The twists in this novel are guaranteed to leave readers with their jaws on the floor. Just when you think you know who the killer is, you’ll have your mind blown!
Gripping true-Life stories from a career spent inside New Zealand prisons.
Rhonda Hāpi-Smith has walked among some of New Zealand’s most dangerous criminals. As a female prison officer and member of the Riot Squad, she met and worked with thieves, addicts, gangsters, murderers and sex offenders for nearly twenty years in men’s prisons around the country.
Operation within an unspoken set of codes, Rhonda built a reputation for herself as fair but firm. She dealt with everything from mass riots and inter-gang hits to attempted escapes, suicides and segregated “maxi” detainees. But alongside the twisted and the downright terrifying, Rhonda shares stories of unlikely friendships, ingenious prison innovations, and moments of hilarity with some of the best people she’s ever known. When you walk inside the wire, you leave the ordinary world behind. Put your game face on and here we go!
Prime series
When an officer with the Department of Homeland Security is murdered in broad daylight, LAPD detective Mark Meachum (Jensen Ackles) is recruited to a secret task force, alongside undercover agents from all branches of law enforcement, to investigate. But the hunt for the killer soon uncovers a plot far more sinister than anyone could have imagined, kicking off a race against time to save a city of millions.
Netflix series
A mystery thriller that follows Kyle Turner, a special agent for the National Parks Service who works to enforce human law in nature's vast wilderness. The investigation of a brutal death sends Turner on a collision course with the dark secrets within the park, and in his own past. Starring Eric Bana & Sam Neill
PMAANZ Partners
New Zealand Medical Indemnity Insurance
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All available features free for life of client - click on their logo to go to their website for more information.
Nitrogenx is your Healthcare Partner with 30+ years’ experience in delivery premium service & convenience. Our mission is to be your one stop shop. Our experienced team would love to speak to you about what we can do for your clinic – give us a call today!
0800 22 33 85 | www.nitrogenx.co.nz
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