FAQ

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 download and select register 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.

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.

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. This should resolve the issue.

I entered the wrong phone number during registration, what do I do?

Please contact your Practice and they will be able to fix this for you. If you require further assistance, please contact our support team at support@centrik.co.nz.

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 name, date of birth and phone number 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.

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 access records for my child or a dependant on the app?

This functionality is currently in development and should be available in mid 2024.

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

If you have forgotten your password, you can reset it by going to the login screen of the app and tapping on ‘reset 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.

Well NZ

FAQ

Other resources

Terms of use

Privacy Policy

Support

Contact Us