Entry Criteria for Services at Rotorua and Taupo Hospitals

Service information for consumers
Government funding of health and disability services means that New Zealand citizens, residents and other eligible people receive free inpatient and outpatient public hospital services, subsidies on prescription items and a range of support services.

If you are not eligible, you will be required to pay for the full costs of any medical treatment you receive during your stay.
To check whether you meet the specified eligibility criteria, and for reciprocal health care information, please visit the Ministry of Health website - Eligibility for Publicly Funded Health Services
Services the DHB offers:
Lakes DHB provides secondary services and community based health care services to the people of the region.   With hospitals at Taupo and Rotorua Lakes DHB provides a wide range of secondary and support services.  
Admission to the hospital is either via the Emergency Department for acute illnesses/trauma or by appointment for a scheduled procedure. 
Ambulatory Services
  • Emergency Services
  • Outpatients
  • Radiology
 Medicine Service
  • Chemotherapy
  • Clinical Physiology
  • Consultant Physicians
  • Diabetes Education
  • Intensive Care Unit
  • Medical Outpatients
  • Medical Units
  • Pharmacy
  • Rehabilitation
  • Renal Dialysis Unit   
Allied Health Services
  • Occupational Therapy
  • Nutrition Services (Dieticians)
  • Physiotherapy
  • Speech Language Therapy
Mental Health Services
  • Infant, Child & Family Mental Health Service - Te A
  • Po Te Atatu -  Maori Mental Health
  • Mental Health Services for Older People
  • Opioid Replacement Therapy
  • Psychiatric Emergency Team
  • Taupo Rural Community Mental Health
  • Te Ngako – Adult Mental Health - Rotorua
  • Te Whare Oranga Tangata O Whakaue – Inpatient Unit
Surgical and Elective Services  
  • Acute Pain Service
  • Audiology
  • Chronic Pain Service
  • Day surgery
  • General surgery
  • Orthopaedic surgery
  • Otorhinolaryngology
  • Dental Services for whole district
  • District Nursing for whole district
  • Emergency Department
  • Internal medicine
  • Maternity
  • Outpatients   
  • Surgical
Woman, Child & Family
  • Child Development Team
  • Child Protection and Family Violence Intervention programme
  • Children's Inpatient Unit
  • Children's Outreach Nursing Service
  • Maternity Services
  • Primary Maternity Unit in Taupo
  • Primary/secondary unit in Rotorua
  • Sexual Health Services
  • Special Care Baby Unit
The Rotorua Hospital is located on Pukeroa Road, Rotorua ph 3481199
Community mental health services are located at 1144 Pukaki St, Rotorua
Child development team is located at 1334 Hinemoa St, Rotorua ph 3435000
iCAMHS is located at 48 Biak St, Rotorua ph 3435049
District Nursing is located at the main Rotorua Hospital campus ph 3497940 
Mental Health Services for Older People is located at Rangiuru St ph 3437718

The Taupo Hospital is located on Kotare St, Taupo. Ph 3761000
District Nursing is located at Taupo Hospital
Community mental health services are located at Taupo Hospital ph 3761060


After Hours services are available:


Both hospitals have emergency department which are open 24 hours a day.


Outpatients, Rotorua and Taupo

The Ambulatory Centre (Outpatient Department) provides a range of scheduled clinics, by referral from a GP or hospital specialist only.
Clinics are scheduled, Monday to Friday 8.30am – 4.30pm. 
If you are unable to keep your appointment, please phone and tell us as soon as possible. We can then offer the appointment to someone else. This helps us to manage our waiting lists and gives someone else a chance to get the treatment they need.
Outpatient clinics are scheduled across both hospitals and some clinics are held at the Turangi Health Centre.
Consumer rights and responsibilities:
Health and Disability Commissioner Code of Rights - click here to follow link to website.
Statement of rights and responsiblities for all persons who access Lakes DHBs health services - click here

We regularly review our service and welcome your feedback. You can provide feedback about health services you have received by either writing to us:
Lakes District Health Board
Private Bag 3023
Rotorua Mail Centre
Rotorua 3046
New Zealand
Availability of cultural support:
Maori Health team members are available at Rotorua and Taupo Hospitals to provide assistance, support and care for patients and their families.
At Rotorua, Maori health team members provide a range of services to ensure patient values, beliefs and cultural practices such as karakia are accepted as part of the healing process. If you wish to have karakia at any stage of your stay, you can make arrangements with your whanau or discuss with the Maori health team who visit Maori patients daily.
At Rotorua the Maori health workers are on site from 8am to 8pm weekdays, and 8.00am to 4.30pm Saturday and Sunday. An on-call service operates outside of normal hours and on statutory holidays.
At Taupo Hospital, Maori health team members are available between 8.30am
and 3.30 pm Monday to Friday.
Interpreter Service:
Every patient has the right to effective communication in a form, language and manner which enables the patient to understand the information provided. Where necessary this includes the right to a competent interpreter.


Services for people with disabilities:

Access - All entrances are wheelchair accessible.
Personal care for people with disabilities - Except under special circumstances carers are able to provide personal care for people with disabilities, while in hospital.
Toilets - Wheelchair accessible toilets are located on each floor.
Hearing impaired - There are faxes located in each unit and these are available
for hearing-impaired patients to assist communication with friends and
family. There is also access to interpreters for the hearing impaired.

After hours emergency contact:

For emergencies

For life threatening emergencies please call 111. Depending on your location, you will be taken to either Rotorua or Taupo Hospital Emergency Department and assessed. (Please note that ambulance services are not fully government funded. Details of fees can be found at: http://www.stjohn.org.nz/products/ambulance.aspx .

For other acute medical problems please see your GP (after-hours, see details below) who will treat you. In some circumstances you may be referred to the Rotorua Hospital where you will be seen by specialist medical staff.   All acute admissions are reviewed in Emergency Department to assess the severity of your condition. If you require hospital treatment you will be admitted to the appropriate department. If you do not need hospital treatment, you will be treated and referred back to your GP or other health service provider
Other options for you to be seen are:  
Lakes PrimeCare Medical Centre provides out of hours general practice accident and urgent medical care between 8.00 am and 10.00 pm, seven days a week.
Address: 1165 Tutanekai Street, Rotorua, Tel 07 348 1000
Anyone may attend at any time – no appointment is necessary. Fees are payable and vary dependent on whether you are a Rotorua resident and whether you visit out of hours.

For medical emergencies, you may also visit Rotorua Hospital Emergency Department which is a free service, available 24 hours per day, but you might have to wait a few hours.  Our aim is that you will not have to wait longer than six hours. 

Note: Our Emergency Department is focused on emergencies and less-urgent problems are triaged depending on severity at presentation.

Out of hours care is available by ringing your GP surgery.  Your call will be answered by a Triage Centre who will ask some questions about your condition and if necessary put through to the on-call doctor or you may be referred to the Emergency Department.
Please note that if your child needs inpatient medical treatment, you will be transferred to Rotorua to be cared for by a paediatrician. 
The emergency department is focused on emergencies and less urgent problems are triaged depending on illness presentation. This is based on the Australasian guidelines and our nurses are trained in triage.

For non acute problems:

Please see your GP.   Your GP will assess your condition and discuss the best option with you, including whether to refer you to a hospital specialist.  If your GP thinks you need to be seen urgently, he or she will discuss this with the specialist on call. Otherwise a referral will be forwarded to the hospital.  
Once a referral is received, it is prioritised by the appropriate clinical department based on the referral information. Both you and your GP will be informed of the estimated clinic date if an appointment is necessary or with advice if you do not need to be seen in clinic. Appointments are arranged between three weeks and six months depending on the urgency of the problem.
Some conditions are seen at Rotorua or Taupo Hospital by visiting specialists. Referrals can also be made to other hospitals.
Please inform your GP if your condition changes as he or she might have to contact the appropriate department with more up to date information that could change the prioritisation given to your appointment.
Other information:
Travel assistance is available if referred between Taupo and Rotorua Hospitals and also if referrals are made to other hospitals. Please check with our national travel co-ordinator on extension 7849 for details of eligibility and how to claim or visit National Travel Assistance Scheme
Healthline is a free, 24 hour a day telephone health advice service which now includes the Well Child telephone advice service.
Healthline registered nurses assess a person’s condition and health needs and recommend the best course of action and a time-frame in which to take action. They can also provide general health information and location of services.
The Healthline service including the Well Child line provides parenting advice, child health promotion and health education.