Neighbourhood Healthcare Homes

Our Role:

This is funded to selected general practices and supports them to provide additional funding to implement the Neighbourhood Healthcare Homes mode.

About Neighbourhood Healthcare Homes:

A Neighbourhood Healthcare Home (NHH) is a team-based health care delivery model led by primary care clinicians that provides comprehensive and continuous health and social care with the goal of supporting individuals to obtain maximised, equitable health outcomes.

The NHH requires a reorganisation of resources, clinical and business processes to improve health services, make better use of public and private funding and to rebalance acute care with proactive and preventative care in a community setting.   It is not just a small improvement programme, but a large-scale re‐engineering of primary care service delivery.

Change facilitation is provided to selected general practices to support practice re-engineering in the following areas:

  • Timely unplanned care
  • Proactive planned care for high need patients
  • Routine / preventative care
  • Business efficiency

The overarching themes of equity, consumer engagement/co-design and quality and safety are incorporated throughout the change process.

About the service:

In implementing the NHH model the initial focus is on timely unplanned care and reducing acute demand to enable effective management of proactive planned care for high needs patients.

Doctor triage is a core component of the NHH model and is implemented daily at the high traffic times identified through an analysis of calls into the Practice. Doctor phone triage enables each Practice to proactively manage acute demand and ensures appointment availability for those patients who do need to be seen on the same day. Patients are able to have their concerns managed over the phone (including prescriptions, self-care advice, and referral for diagnostics) without the need for a face-to-face appointment with a GP. The capacity created is then redirected to those patients who require same day access or with complex needs and may require longer face-to-face appointments.

Call management is another core component of timely unplanned care. This component is focussed on having the right number of skilled people in place at the right times to handle an accurately forecasted workload of phone calls, at service level and with quality. This improves access to the practice helping patients get access to the right services at the right time. Calls are moved away from the front desk allowing staff to focus on one patient at a time, improving the patient experience, reducing errors and improving patient privacy.

Neighbourhood Healthcare Homes includes the following fifteen components of care:

  • Equity management
  • Call Management
  • Doctor phone triage of patients requesting urgent care
  • Engagement with new model of nursing care
  • Kia Ora Vision
  • Extended hours to meet the needs of your population
  • Patient and whanau centric appointments
  • Clinical and administrative pre-work
  • Expanded use of roles and new roles
  • Lean Continuous Improvement
  • Telephone and virtual consultations with a Doctor/Nurse
  • Patient portals
  • Consumer and community engagement
  • Health and Social integration
  • Quality and Safety

Eligibility for the service:

Practices submit expressions of interest to implement the model.  The Neighbourhood Healthcare Homes Steering Group selects Practices.

How to access the service:

The model is provided through selected Practices and it is anticipated that this will become the preferred model, provided by most Practices, by 2020.

Useful Links:

More information available on the NDHB website: