CareHQ is an online consultation service developed by GPs for GPs, with no capitation or enrolment.
made possible by Southern Cross Health Insurance & ProCare
CareHQ was designed to protect the patient’s relationship with their enrolled GP, recognising that continuity of care is at the heart of good primary care.
Unlike other online healthcare providers, CareHQ doesn’t enrol patients or seek capitation, so there is no financial impact to the patient’s enrolled GP practice when a patient uses CareHQ. It extends the care provided by a patient’s enrolled practice, there to support after-hours and overflow demand.
“The relationship between a person and their regular family doctor is crucial, and it's for this reason CareHQ doesn't enrol patients”, says Dr Stephen Child, Chief Medical Officer, Southern Cross Health Society.
You can work from your practice, your home or the holiday house, at days and times that are convenient to you. CareHQ will manage all your payments – there’s no invoicing or overheads for you to manage. Email the Care HQ team at care@carehq.co.nz if:
CareHQ reviews all test results after the online consultation, so that registered practices do not have to do unpaid work. Also, CareHQ sends high-quality discharge summaries by Electronic Data Interchange (EDI) within days. If a patient needs a review in person, they will be referred to their GP or to nearby surgeries if unregistered. If necessary, a clinical team member will contact patients to follow-up.
CareHQ was created as an online GP consultation service built with primary healthcare needs in mind, hand-in-hand with patients. CareHQ's GPs are experienced New Zealand-based Fellows of the Royal New Zealand College of General Practitioners. They receive specialised online consultation training and have clinical assurance through a clinical director. Patients appreciate the service provided by CareHQ GPs with 94% of patients who’ve completed the post consult survey rating the service four or five stars (as at 23 October 2025).
Southern Cross members can access GP consultations (7 days a week, 7am – 10pm) or nurse consultations (9am – 5pm, Sunday to Friday) with CareHQ free of charge via the MySouthernCross app*.
Information about CareHQ for members can be found on our member CareHQ page.
*Subject to change. Terms and conditions apply. Health coaching consults not included.
CareHQ has been created together with the primary care industry and the provider system. We have GPs, the New Zealand medical industry and your patients at the heart of everything we do. We’re designed to be your choice for convenient virtual care that is linked back to you (if your patient chooses) so that we can support you in providing continuity of care.
CareHQ brings Kiwis a trusted, convenient and secure virtual consultation service.
Find out how your practice can offer CareHQ as part of your after-hours care by contacting us at care@carehq.co.nz.
CareHQ may not be appropriate for all medical conditions or concerns. If you have a medical emergency, immediately call 111.
A virtual consult would not be suitable if you have a serious or urgent problem that requires a physical examination. Some examples of this include:
- Severe chest pain
- Shortness of breath
- Sudden allergic reaction
- Poisoning
- Severe bleeding
- Severe burns
- Suspected broken bones
- Traumatic head injury
- Severe headache, pain or loss of co-ordination
- Sudden numbness, weakness or slurred speech
- Persistent vomiting, vomiting or coughing up blood, inability to control bowel movements (pooing) or urination (peeing)
- Considering self-harm or suicidal thoughts
- You are in serious mental crisis
- If you have language difficulties, unless you have requested a GP that speaks your primary language or can get access to an interpreter during the consultation
- If you have hearing difficulties, you may find video difficult. If you are visually impaired, you may prefer a telephone consultation
Yes, they are. All CareHQ GPs are based in New Zealand. Importantly, they’re experienced and licensed medical practitioners, registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners.
CareHQ is a New Zealand company and we’re proud to support our local GPs.
Yes, anyone can use CareHQ.
Even visitors to New Zealand, including international students and tourists, can use CareHQ – it’s less than a $120 walk-in consultation*.
You can book a CareHQ consultation for a child if you’re the child’s parent or legal guardian but if the child is 13 or under we suggest the CareHQ profile holder attends the virtual consultation with them.
Any family members aged 16+ years can create their own CareHQ profile and book their own consultation.
*Based on the cost of a casual non-New Zealand resident consultation
If you need a follow-up you and the GP should talk about this before the consultation ends. The follow-up may be through CareHQ (you may not get to see the same CareHQ GP you’ve previously seen) or in-person – perhaps with your usual GP.
There will be a separate cost for any follow-up consultation.
Yes, you can use CareHQ for a child if you’re their parent or legal guardian, but if the child is 13 or under we suggest the CareHQ profile holder attends the virtual consultation with them.
Any family members aged 16+ years can create their own CareHQ profile and book their own consultation.
Yes! That’s just one of the reasons why CareHQ is so convenient. At your GP consultation we will send your prescription to your preferred pharmacy.
There may be some circumstances when we are unable to provide a prescription for a medication in a virtual consultation due to New Zealand regulations.
If you’re overseas your CareHQ GP will be able to have a consultation with you though they are only able to provide prescriptions within New Zealand. A prescription can be sent to your preferred pharmacy for you to collect when you’re back in New Zealand.
A CareHQ GP can help treat most medical needs, sicknesses or injuries from a common cold, contraceptive options or concerns, migraines, repeat prescriptions through to acne, health counselling and off-work certificates. In short, most things you'd normally see a GP for.
CareHQ will care for you if you're physically unable to access your GP, if your location is too remote, you're working away from home or holidaying in New Zealand.
You can also seek advice from CareHQ GPs while you're traveling overseas and, in some countries, you may even have access to healthcare. Note that CareHQ is only able to provide prescriptions or referrals within New Zealand. GP advice may be limited due to the legal requirements of the country you are currently in. A prescription can be sent to your preferred pharmacy for you to collect when you're back in New Zealand.
No matter where you are CareHQ brings convenient virtual care to you!
We need to collect your personal details* in the CareHQ app so we can identify you and send you consultation notifications. There is no requirement for you to enrol with CareHQ as we’re not an enrolling general practice.
You’ll still be enrolled with your usual practice, using CareHQ does not change this.
CareHQ simply provides you with a convenient appointment when you need one, if you’re unable to see your usual GP.
*Personal details include your National Health Index (NHI) number, first name, last name, middle initial, gender, date of birth, email address and mobile phone number.
For a future booking
You’ll be sent an email and a SMS / text message confirmation with a secure link for your consultation 15 minutes beforehand. Simply click on the link and it will take you straight through to the consultation.
Tips for a great consultation experience:
- If your workplace has strong network security try using your personal internet connection on your personal device
- Wherever you are, make sure you’ve a good internet connection and stay in one place
- Find a private and quiet space to have your consultation
- Have your payment card ready
- It might be helpful for you to have a note of your usual medication or have your medication on hand
- You don’t need to stay glued to your screen or keep the CareHQ app open while you’re waiting for your consultation to start, we’ll send you an email and a SMS / text message when your GP is ready to connect
- Have the name of your usual GP practice and the name of your preferred pharmacy on hand in case you need a prescription as it will be sent to your preferred pharmacy for you to collect
For a ‘see a GP now’ booking
You’ll be sent an email and a SMS / text message confirmation with a secure link for your consultation as soon as the next available GP has accepted the consultation.
The CareHQ GP would recommend you see your usual GP for a physical examination.
Or they can recommend a GP in your area.
The physical consultation will be a new consultation for which you’ll need to pay the GP directly.
Seeing you in person isn’t as important as you’d think. It’s your medical history and symptoms that really matter. The GP will see you clearly on a video screen and ask you some key questions to find out how they can best care for you.
If there's a problem with your internet connection your GP may need to complete the consultation over the phone.
The GP will check you understand what they think the problem is - and what should be done about it. This may include any or all the following:
- Emailing a prescription to your preferred pharmacy for you to collect
- Emailing you a lab test form, for example you may need a blood test
- Arranging a follow-up appointment for you through CareHQ
- Recommending a follow-up appointment in-person
- Writing a referral to a specialist or allied health service
- Emailing you some educational material about your condition or problem
We’re committed to providing you the very best quality of care.
- Please let the GP know straight away if you have any concerns so they can provide the care you need
- If for whatever reason you’re not happy with the care you received, you can provide feedback here or the CareHQ app menu (accessed either directly through the CareHQ app or via the My Southern Cross app)
Yes, you can cancel or change your appointment.
For a future booking
You’ll receive four notifications of your appointment:
1. Your booking confirmation (email and SMS / text confirmation)
2. A reminder 24 hours before your appointment (email and SMS / text confirmation) and
3. Confirmation (email and SMS / text) six hours before your appointment including a link for your consultation
4. A final reminder confirmation (email and SMS / text) 15 minutes before your appointment including a link for your consultation
Subject to the below, you can change or cancel your consultation using the links at any of these times. Or go to ‘My appointments’ in the CareHQ app (accessed either directly through the CareHQ app or via the My Southern Cross app) and change or cancel your appointment.
You’ll be entitled to receive a full refund if you cancel your booking six hours or more before your consultation time. If you wish to reschedule your booking to an alternative time, you will need to cancel your booking six hours or more before your consultation time and then re-book a new appointment.
You’ll be charged the full consultation fee if:
- You cancel your booking within six hours of your consultation time
- You don’t turn up for any of your booked consultation time
- If you’ve booked to see ‘any GP now’
With this option you receive a consultation with the next available GP so there is no time allowance for you to cancel or change your appointment. You’ll receive an email and a SMS /text message confirmation with a secure link for your consultation as soon as the next available GP has accepted the consultation.
See our Cancellation Policy for more details. If you believe you are entitled to a refund, please contact us at care@carehq.co.nz
Paying for your consultation is really straightforward.
We’ll ask for your payment card details through a secure payment process when you book your consultation. We accept bank debit cards and credit cards (VISA, MasterCard).
You’ll only be charged when your consultation is successfully completed.
A CareHQ virtual consultation is one flat rate of $65.
If you’re a Southern Cross member, the cost is $55 for a consultation. Book via the My Southern Cross app to receive your member discount of 15% – that’s a saving of $10 per consultation.
A CareHQ virtual consultation is considered the same as an in-person consultation with a GP. At the end of the consultation you'll be emailed your receipt which you can use to claim as you usually do for an in-person GP consultation.
You can see your GP benefit balance in My Southern Cross at any time.
Your payment card will only be charged once you’ve successfully completed your consultation.
Your receipt will be emailed to you after your consultation.
You will be entitled to receive a full refund if you have made a future booking and cancel your booking six hours or more before your consultation time.
You’ll be charged the full consultation fee if:
- You cancel your booking within six hours of your consultation time
- You don’t turn up for any of your booked consultation time
- You’ve booked to see ‘any GP now’
When you enrol with your GP practice, the government pays a part of your consultation fee. CareHQ doesn’t want to impact the GP practice you’re enrolled with, so we’re not enrolling patients and therefore the government isn’t contributing to the CareHQ consultation fee.
With CareHQ you’re paying for convenient virtual care. When compared with urgent or after-hours services you may find that a CareHQ consultation is more affordable.
Yes, you can use CareHQ for a child if you’re their parent or legal guardian, but if the child is 13 or under we suggest the CareHQ profile holder attends the virtual consultation with them.
Any family members aged 16+ years can create their own CareHQ profile and book their own consultation.
Yes! That’s just one of the reasons why CareHQ is so convenient. At your GP consultation we will send your prescription to your preferred pharmacy.
There may be some circumstances when we are unable to provide a prescription for a medication in a virtual consultation due to New Zealand regulations.
If you’re overseas your CareHQ GP will be able to have a consultation with you though they are only able to provide prescriptions within New Zealand. A prescription can be sent to your preferred pharmacy for you to collect when you’re back in New Zealand.
The CareHQ payment gateway is unable to process ACC subsidies yet. They're working to update this part of their payment system. So, if it's an ACC-related appointment, you'll pay the standard CareHQ rate (or if you're a Southern Cross member, you receive a 15% discount when accessing CareHQ via the My Southern Cross app).
If you have GP cover in your Southern Cross plan and wish to claim the difference between the consultation and ACC subsidy you may prefer to start a new, or continue an existing, ACC claim with your regular GP.
Yes, if you’re 16 years of age and over you can create your own CareHQ profile and book your own consultation. CareHQ is more affordable than an overseas doctor*. You can seek advice from CareHQ GPs while you’re traveling overseas and, in some countries, you may even have access to healthcare. CareHQ may not be able to provide prescriptions or referrals and their advice may be limited due to the legal requirements of the country you are currently in.
You might want to check the time zones here before you book a CareHQ consultation.
*Based on the cost of a casual non-United States resident consultation in the United States.
Yes. If you’re 16 years of age and over you can create your own CareHQ profile and book your own consultation CareHQ is a more affordable alternative to a $120 walk-in consultation at a GP clinic*.
*Based on the cost of a casual non-New Zealand resident consultation
Android 5.0 or higher
CareHQ is fully supported on devices with ARMv7 processors required for video calling.
iOS10 or higher, on the following supported devices:
- iPhone 6S or later
- iPad air or iPad Air 2
- iPad Mini 2 or later
- iPad Pro (1st generation) or later
- iPad (5th generation) or later
- iPod touch (6th generation)
If you need a follow-up you and the GP should talk about this before the consultation ends. The follow-up may be through CareHQ (you may not get to see the same CareHQ GP you’ve previously seen) or in-person – perhaps with your usual GP.
There will be a separate cost for any follow-up consultation.
The choice is yours depending on your health needs.
You can choose to;
- see a GP now i.e. the next available GP, or
- you can book ahead at a time that suits you.
Because we can only hold your payment information for six days the ‘book a GP now’ option is only able to offer bookings six days ahead.
There’s no limit to the number or type of bookings you make. Each consultation is charged individually.
Southern Cross members who have downloaded the My Southern Cross app, can access a member discount of 15%, that's a $10 saving per consultation – so the cost is $55 instead of $65. There are no limits to the number of consultations you can have, but you do only get the member discount when accessing CareHQ via My Southern Cross.
If you’re a Southern Cross member and would like to download the My Southern Cross app, go here for instructions.
Or you can find out more about joining Southern Cross.
Any GP registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners can provide their services to CareHQ as a provider of medical consultations. They can also use CareHQ to provide virtual and after-hours care for their practice.
If your GP is not part of CareHQ feel free to mention us to them.
Yes, you will. All CareHQ GPs are based in New Zealand. Importantly, they’re experienced, and licensed medical practitioners, registered with the Medical Council of New Zealand and the Royal New Zealand College of General Practitioners.
CareHQ is a New Zealand company and we're proud to support local GPs.
The decision is yours.
Southern Cross Medical Care Society (trading as Southern Cross Health Society) is a licensed insurer and a licensed financial advice provider. For more information about the financial advice service we provide and a copy of our public disclosure statement please visit southerncross.co.nz/disclosure-statement.
Southern Cross Medical Care Society (trading as Southern Cross Health Society) has an A+ (Strong) financial strength rating given by Standard & Poor’s (Australia) Pty Limited. The rating scale is: AAA (Extremely Strong), AA (Very Strong), A (Strong), BBB (Good), BB (Marginal), B (Weak), CCC (Very Weak), CC (Extremely Weak), SD or D (Selective Default or Default). Ratings from ‘AA’ to ‘CCC’ may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. Full details of the rating scale are available at www.spglobal.com/ratings/en/about/intro-to-credit-ratings. Standard & Poor’s is an approved rating agency under the Insurance (Prudential Supervision) Act 2010.
