Help Centre
Frequently Asked Questions
General
While a GP referral is helpful and often required for insurance claims, you can still book directly with us for a private consultation. We're happy to guide you through the process.
Our clinic primarily sees adults aged 15 and over. If you are seeking care for a younger patient, please contact us and we can help guide you to the appropriate service.
Telehealth can be very effective for conditions where diagnosis is primarily based on clinical history, such as headache or suspected seizure disorders. However, suitability is considered on a case-by-case basis, depending on your needs and comfort with virtual consultations. We offer both telehealth and in-person appointments and will work with you to determine the best option.
If you are experiencing symptoms suggestive of a TIA or stroke, we recommend seeking immediate medical attention through your local hospital emergency department. These conditions require urgent assessment in the public system.
Consultations & Imaging
Certain tests like blood work can sometimes be arranged through the public system. However, public radiology services generally do not accept scan requests from private neurologists. This is important to keep in mind when considering imaging options.
Imaging is typically arranged after your initial consultation to ensure the most appropriate test is selected. If you've had recent imaging, please bring the results to your appointment.
It's always a good idea to plan ahead and bring any questions you may have to your consultation, so we can make the best use of the time together. We fully understand that further questions may arise afterwards, and we are more than happy to arrange a follow-up review to discuss these in detail.
Please note that we are unable to provide medical advice by email. While email may feel convenient, it is not a safe or reliable way to convey medical information. Even when a question seems clear, it may have multiple possible implications for your doctor, and important details can easily be missed. This creates a significant risk of misinterpretation, which can affect your care and safety.
For these reasons, email should be reserved for brief administrative matters only. Any clinical concerns are best managed through a scheduled consultation, where we have the time, context, and information needed to provide thorough and safe guidance.
We completely understand that many patients are required to submit medical forms for insurers, employers, agencies, or other organisations, and we appreciate that this can be stressful.
Please be aware that the consultation time you book with us is specifically for clinical assessment, discussion, and management planning. Completing forms, reports, or questionnaires requires additional time outside the consultation and is not included in the standard consultation fee.
We have received clarification from insurance providers that private health insurance does not cover medical form completion. As a result, any time spent reviewing and completing forms must be paid for directly by the patient.
If you send us a form, we are happy to review it first and advise whether it is appropriate for us to complete, or whether it may be more suitable for your general practitioner. If we believe the form can reasonably be completed by our clinic, we will provide you with a quote based on the time and complexity involved. Work on the form will only begin once the quoted fee has been accepted and payment has been made.
Please also note that ACC-related forms will only be completed for patients who are registered with our practice as ACC-referred clients.
We aim to be transparent, fair, and respectful of everyone's time, while ensuring that any documentation we complete is accurate and appropriate. If you are unsure whether a form can be completed by us, our team is happy to help guide you before you proceed.
Billing & ACC
We kindly ask that all invoices be settled promptly. Unpaid invoices may affect future appointment scheduling. If you're experiencing difficulties, please contact us. We're here to help.
Yes, a cancellation fee may apply for appointments cancelled with short notice, as this time could be offered to other patients. We appreciate as much notice as possible if you need to reschedule.
We prepare independent third-party reports for ACC. Once submitted, any concerns or requests for changes must be directed to your ACC case manager, as we are unable to modify reports post-submission.
We understand how frustrating insurance declines can be. However, we are required to document clinical findings accurately and ethically. We're unable to modify letters for the purpose of securing insurance approval. We encourage you to discuss the matter directly with your insurer, as they may offer options for appealing the decision.
For administrative and funding reasons, patients are registered either as ACC clients or as private clients (self funded or privately insured).
These funding pathways are managed separately and cannot be combined or changed retrospectively within a single episode of care. This is because ACC and private care involve different approval processes, documentation requirements, and reporting obligations.
If you wish to be seen under ACC:
Please note that we are not contracted with ACC. All ACC referrals must come directly from your ACC Case Manager and must include:
- An ACC Purchase Order number
- The relevant ACC service code (MSDA1 standard or MSDA2 complex)
Once ACC approval has been granted, the ACC Case Manager will forward the referral and supporting documentation to our clinic. We will then review the referral to assess suitability and, if appropriate, coordinate directly with ACC to arrange an appointment.
Please be aware that consultations initially booked as private (self funded or insured) cannot later be converted to ACC funded appointments.
Information Security & Patient Data
Yes. Protecting patient confidentiality and personal information is a core priority of our practice. We use secure systems, strict access controls, and established privacy policies to safeguard health information.
No. Our practice does not use the patient portal service that was involved in the recent incident.
Any questions or concerns relating specifically to that incident should be directed to the patient portal provider involved or to the general practice that uses that system. We are not able to provide information about systems we do not use or control.
We use reputable, widely adopted healthcare and business systems that are configured with appropriate security controls. These include secure clinical systems, encrypted email and document handling, and trusted platforms used for healthcare administration and accounting.
Our systems employ industry standard safeguards such as encryption, secure authentication, role based access controls, audit logging, and regular software updates. Access to patient information is restricted to authorised staff only and is governed by internal privacy and security policies.
Information security is an ongoing process. We regularly review our systems, procedures, and staff training to ensure we continue to meet appropriate standards for privacy and data protection in healthcare.
Privacy Policy
Neuralconnexion Limited ("we", "our" or "us") is committed to protecting the privacy and confidentiality of personal information and adheres to the Privacy Act 2020, the Health Information Privacy Code 2020, and other relevant legislation. The Privacy Act 2020 regulates us through the Information Privacy Principles as to how we collect, hold, access, manage, use, disclose, and dispose of patient personal information. For more information on these principles and codes, visit the Office of the Privacy Commissioner.
Our practice address is 99 Remuera Road, Remuera, Auckland.
What personal information do we collect?
We collect personal and health information to ensure safe and effective healthcare. This includes details such as your name, contact information, date of birth, occupation, GP and emergency contact details, NHI number, and health insurance information (if applicable). We also collect medical history, family medical history, diagnoses, treatment plans and outcomes, test results, and information from allied healthcare providers involved in your care.
How do we collect personal information?
We collect your personal information directly from you wherever possible, such as during in-person visits, phone or email communications, online enquiry forms, and when you complete administrative paperwork. This can occur before, during, or after your visit at our premises, including through your doctor's rooms. When you browse our website without submitting any forms, no personal information is collected unless you choose to provide it.
We may also collect information indirectly from third parties involved in your care, such as medical practitioners, healthcare providers, health insurers, treatment funders, or anyone you've authorised (e.g., a relative or person with power of attorney). If needed, we may access relevant health records held by others to support your treatment. In most cases, you will have already provided consent to share this information, either to the third party or directly to us. However, if you do not provide or consent to the collection of necessary information, we may be unable to offer you appropriate treatment or care.
Information collected from third parties and your right to be informed
In the course of your care, we commonly receive health information about you from sources other than yourself. This includes:
- Referral letters from your GP or other clinicians
- Laboratory and radiology results
- Correspondence and updates from other treating clinicians
- Records from hospitals or previous providers
In accordance with Rule 3A of the Health Information Privacy Code 2020, when we receive your information from a third party, we will take reasonable steps to make you aware of this. This typically occurs through:
- An acknowledgment of the referral sent to you after we receive it
- Discussion during your first consultation
- Written communication outlining what information we hold and how it will be used
You have the right to know what information about you we hold, why we hold it, who it has been shared with, and how it will be used.
How do we use and disclose personal information?
We only use or disclose your personal information for purposes directly related to its original collection, for any purpose you've authorised, or where required or permitted by law. This includes delivering your requested clinical or surgical treatment, communicating about your care, verifying your identity and insurance, and coordinating with your health insurer. We also use your information for administrative functions such as billing, payments, and debt collection; managing feedback or complaints; complying with legal obligations; and performing tasks like accounting and risk management. Additionally, your information may support service improvement through research, patient surveys, and enhancements to our systems and infrastructure.
How personal information is disclosed
We are committed to maintaining the confidentiality of your personal information. It is only disclosed for purposes directly related to your care or as outlined in this Privacy Statement. Common disclosures include sharing information with your nominated general practitioner to support ongoing care after discharge, unless you request otherwise, and providing general updates about your condition to close family members, in line with standard medical practice.
From time to time, we work with trusted affiliated healthcare providers and share diagnostic testing equipment. These providers may access your information through this equipment as part of your care. We enforce strict confidentiality policies and non-disclosure agreements to protect your information from unauthorised access or misuse.
In general, your personal information may be disclosed to third parties:
- With your consent
- To your GP, medical practitioner, or other healthcare providers
- To government, law enforcement, or regulatory bodies as required
- To treatment funders for settlement or audit purposes
- In emergencies where consent is not required
- To any other person or entity authorised by you
- Where otherwise permitted or required by law
All third-party use of your information is limited strictly to the purpose for which it was disclosed.
Your consent
By engaging with our services, you acknowledge this Privacy Statement and consent to us collecting, using, and sharing your personal and health information as described here, including the indirect collection of health information from referrers and other healthcare providers involved in your care. While sharing your information is voluntary, not doing so may limit the services we can provide.
You consent to us using your personal information to confirm your identity, verify appointment details, and ensure your information is accurate, both directly and through peripheral locations.
Some of our doctors use a transcription tool called Heidi to document consultations in real time. No recordings are stored, and Heidi complies with the Privacy Act 2020 and New Zealand's Information Privacy Principles. You will be informed if Heidi is being used during your consultation, and you may decline its use at any time.
Where images or photographs may be taken during your consultation for training or educational purposes, your specific consent will be sought at the time. You are not required to agree, and declining will not affect your care.
Your rights to access and correct your information
Under the Privacy Act 2020 and the Health Information Privacy Code 2020, you have the right to:
- Request access to the personal and health information we hold about you
- Request correction of any information you believe is inaccurate, incomplete, or out of date
- Be informed about how your information has been collected, used, and disclosed
- Know the identity of any third parties from whom we have collected your information
To exercise any of these rights, please contact us using the details at the end of this statement. We will respond to your request within 20 working days, in accordance with the Privacy Act 2020.
How personal information is held and secured
We store personal information in both paper and electronic formats, and take extensive measures to protect it from misuse, loss, damage, and unauthorised access. Our doctors and employees are responsible for handling your information confidentially and securely, with access strictly managed through identity and access controls.
All staff undergo information security training, and we regularly monitor compliance with our internal policies and industry best practices. By law, health information must be retained for at least 10 years.
Electronic data is stored securely in datacentres located in New Zealand or Australia, managed either by us or our trusted service providers. These facilities have strict physical access controls, and all data is protected with multi-factor authentication, daily backups, and cybersecurity measures such as firewalls, virus scanning, and intrusion detection systems.
While we maintain strong security protocols, we cannot guarantee the security of information transmitted to us over the internet. Any such transmissions are at your own risk.
We also use a secure disposal system to destroy physical records no longer needed, while electronic records are safely retained within our systems.
We are committed to taking all reasonable steps to protect your information in accordance with the Privacy Act 2020 and the Health Information Privacy Code 2020.
Changes to this statement
We will occasionally update this Patient Privacy Statement to reflect company and patient feedback, as well as changes in legislation. We encourage you to periodically review this Statement to be informed of how we are protecting your information.
Contact us
If you have any questions about this Privacy Statement, wish to access or correct your information, or have a concern about how your information has been handled, please contact us:
Neuralconnexion Limited
99 Remuera Road, Remuera, Auckland
09 871 8890
admin@neuralconnexion.com
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner at www.privacy.org.nz or 0800 803 909.
Last updated: 30 April 2026
Still Have Questions?
Get in Touch
If you couldn't find what you're looking for, our team is happy to help with any questions about our neurology services.