FAQ

Can I access the patient portal on my computer?

Yes, the patient portal is available on the web. Please visit your practice's website or contact your practice for the online patient portal link for your practice.

What is Well?

The Well app has been developed after listening to patients and general practices about what they really need in a patient app. You can use the app to easily connect with your general practice team and to:

Access your health summary, including diagnosed conditions, prescribed medications, immunisation history, and lab results
Book and manage GP appointments
Check-in to let your GP know you have arrived
Request repeat prescriptions
See consultation notes from previous appointments
Book and attend video consults (if offered at your GP clinic)
Message your GP team (if offered at your GP clinic)
Login using passcode or touch/facial recognition
Choose to share your medical information with other healthcare providers if required
Manage your account profile

How do I get started?

You can download the Well app from the App Store or Google Play. Your general practice will share with you with an invite code which you will need to register. If you don’t have an invite code already, get in touch with your general practice.

What is an invite code and where can I find it?

Each general practice has a unique invite code which is used to connect you to your general practice. You’ll need to enter the invite code for your general practice when you first create an account on the app. If you need an invite code, give your general practice a call or check out their website.

What mobile platforms does the app support?

The app is supported on both Android and iOS platforms. It is also available on the web using your computer's browser.

How can I update my phone number?

Log into your account and click on your profile icon at the top right corner, then select “Account Details & Settings”.

You will see your phone number, which you can select to make any necessary changes, such as updating or editing, by following the steps provided in the app.

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Please note you still need to contact your practice so they also update your phone number in their system.

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How can I update my email?

Log into your account and click on your profile icon at the top right corner, then select “Account Details & Settings”.

You will see your email, which you can select to make any necessary changes, such as updating or editing, by following the steps provided in the app.

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Please note you still need to contact your practice so they also update your email in their system.

I didn't receive the SMS verification code, what do I do?

Please make sure you are in an area with coverage by your phone carrier. Then try restarting your phone and turning off and on the aeroplane mode, before logging in again. You can also check your spam messages to check if our texts are being blocked.

My app says it failed to connect to my practice, why is this?

If you're unable to connect to your general practice, first make sure you have entered your details correctly. Your details need to match the information that is held on record at your general practice. If you believe you've entered your details correctly on the app and you're still unable to connect, get in touch with your general practice to ensure that they have your up-to-date information.

Why did I get a 'Too many attempts' error message?‍

If your details don’t match what is held on record with your practice and you fail to connect with your practice five times, the app will display a 'Too many attempts' error message. You will need to wait 24 hours before trying again to connect to the practice. Contact your practice to check that they have your correct details on file, this includes your name, date of birth, and phone number.

I changed practices, how do I connect the app to my new practice?

You will need to delete your existing account and create a new one with the invite code from your new practice. You will still be able to access all of your health data on your new account.

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Can I use the same email as my partner to register on the app?

No, the app only allows for a unique email address during registration.

How do I book appointments for a dependent?

To book an appointment on behalf of your child or whānau who you assist with healthcare, you have the option to select 'Someone Else' when asked 'Who is this appointment for?' during the appointment booking process. You will then be able to select a preferred practitioner and an appointment day and time that best suits you and the person you are booking for. Note, email confirmation of the appointment will be sent to the email address entered at the time of booking. The appointment will be booked under the name of the dependent will not be visible in the app, as this will only display your personal appointments.

I have forgotten my password, how do I reset it?

If you have forgotten your password, you can reset it by opening the app and selecting 'Log In' then tapping on ‘Forgot Password?’.

Follow the prompts to create a new password for your account.

How do I book an appointment through the app?

To book an appointment through the app, you’ll first need to be connected with your GP. Once you are connected, select the Appointments tab at the bottom of the app. Select a practitioner from your registered general practice and book a date and time to see them. Please note that you are only able to book an appointment at the general practice you are registered with. If you want to book an appointment with another practice you will have to call them to arrange this.

Where are the medical records coming from?

The app securely connects to the medical records that your general practice holds about you and displays this information in the app for your to access. Your medical records are entered by your GP or other medical professional during a consultation.

What does my Health Summary contain?

Your Health Summary is your personal data that you are entitled to under the Health Information and Privacy Acts. It includes your:

Details (name, date of birth, address, gender)
Measurements recorded by your GP (e.g. blood pressure readings, height, weight)*
Medical conditions or warnings
Recorded allergies
Immunisation history
Prescribed medications
Ongoing health conditions
Consultations notes*
Lab results*

*Results displayed will be either the last 2 years or the last 6 months of data, dependent on the configuration at your general practice.

Why can’t I toggle off access to my Documents?

Documents that you upload to the app are automatically shared to your healthcare provider. When you delete a document it will no longer be shared.

Do I need to log out of the app when I'm not using it?

No, you only need to close the app if you are not using it. To open it again the app will ask you for the 4-digit PIN created during registration or for your biometrics (fingerprint or face ID) if you have enabled it.

How secure is my account?

We take the security of your health data seriously. Your app account is encrypted and security is based on two-step verification. You have the option to use facial/touch recognition (where applicable) to login to your account.

Will my data be shared with third parties?

Your data will never be shared with third parties and will only be accessible to you, your general practice, and any other healthcare providers that you choose to share your information with. To view your data sharing settings within the app, visit the settings menu and then select ‘data sharing’.

How do I delete my account and data?

Once you have signed up, you can choose to delete your account anytime by going to the settings page and tapping on delete account. Once you have confirmed deletion, your data is permanently removed from the system.

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