NHI Information

To ensure all information is available in cases of registration for an NHI, the following are great questions to ask, or have on a form completed by the patient: If the person does not speak or understand English, Language Line can assist. Information is in the folder in the practice. Ask the person to identify the language in which they can communicate before you dial 0800 000 992 for assistance.

Questions to ask a patient visiting your surgery are:

  • What is your legal first name, middle name and surname? Documentation should be sighted to confirm details of name and date of birth – for new residents – a passport is ideal.
  • Are there any other names you have been known by? This will include if we are searching for a child and may require mother's details.
  • What is your date of birth?
  • Were you born in NZ?
  • Are you new to the country?
  • Have you been to any other doctor in NZ?
  • Have you been in a NZ hospital?
  • What is your immigration status? (Visa, Work Permit, Permanent Resident etc, and if permit or visa length of it) to confirm residency stat.
  • What is your current address?
  • What was your previous address if you have moved in the last six months?

It is important to note that the questions asked by the Contact Centre (HealthPAC) are for information required to register or search for a patient's NHI number. The data entered is also used for statistical information so it must be accurate. Incomplete information would mean that the person cannot be registered or given an NHI number.

Ethnicity data must be captured as the ethnicity the patient identifies with. It must be what the patient identifies with, not what we you they might identify with. If the caller does not have the information then a registration cannot be completed as this is a mandatory field.

Too often, the Customer Service Representative (CSR) at HealthPAC is instructed by the caller to issue a new NHI number. On advice from the patient, the caller is usually adamant the patient has never seen another doctor, or been through the hospital system since arriving in NZ. However, through the CSR inquiring further and a range of searches performed, there is often a match.

A requirement for issuing a new NHI number is to sight relevant documentation to prove the patient’s eligibility. If documentation is not sighted, the NHI number will then specify the patient as a non-NZ resident.

Once documentation is sighted, then the caller can contact HealthPAC on 0800 855 151 to update the NHI number details if residency is gained.

It is really important that all questions are answered to ensure duplicate numbers are kept to a minimum. A patient is not registered with a new NHI number until all search functions have been exhausted and returned no match.

Reports produced by HealthPAC have a low duplicate rate, it is primarily the DHB's that have the high creation of duplicates. Questions are to ensure accuracy of information, not to be difficult in any way. Feedback is welcomed by HealthPAC, whether it be a difficult Customer Service Representative (CSR) the administrators have encountered, inconsistent information, or answers to questions you feel are not correct.

Please note that regularly there are new staff in the contact centre, and as much comprehensive training is provided, there inevitably is a learning period. NHI is always the first queue new staff start on. If you have a problem, please take note of the CSR's name and contact the person on the number below.

Delanie Davis
Contact Centre Team Manager - Wanganui
Contact Centre, Regional – Wanganui Operations
HealthPAC Information Directorate, Ministry of Health

DDI: 06 349 1993 or alternatively the other Team Manager - Tracey Lowe 06 349 1896 Fax: 06 349 1894

www.moh.govt.nz Delanie.Davis@hpac.govt.nz