Frequently Asked Questions

Living Waters Medical is a team-based general practice. When you are enrolled with Living Waters, you may be seen by the clinician best suited to your health need on the day.

As a VLCA practice, we are able to keep patient fees lower. This is important because many of our patients have higher health needs and require ongoing support to manage their day-to-day health.

To provide safe, timely and effective care, we use a team-based model. This means our Specialist General Practitioners, Nurse Prescribers, Practice Nurses and Health Care Assistants work together, with oversight from Specialist GPs.

You may not always see the same clinician at every appointment. However, your care is supported by shared clinical records, clear internal communication and GP oversight where required.

Our aim is to make sure patients are seen by the right person, at the right time, for the right type of care.

Living Waters operates with a policy of zero tolerance to any form of abuse directed at its team. We expect our team members to be treated with the same respect and dignity that is expected of them when they engage with patients.

Living Waters is also committed to looking after its number one - its team of clinicians - Doctors, Nurses and administrative team. Without them there would be no clinic and no service to the patients enrolled with us.

Why are Living Waters Whanganui services moving to a centralised model?

Living Waters Whanganui is moving to a more centralised model so our clinical team can work more closely together and provide better and more coordinated care.

Bringing our main Whanganui general practice services together at Castlecliff helps support better communication, clearer clinical pathways, improved team support and more consistent care for patients.

This model also helps us make better use of our clinical workforce, which is important in the current primary care environment facing severe shortages of clinicians (Doctors/GPs and Nurses) in this sector.

What does a centralised model of operations mean?

A centralised model means our main Whanganui general practice services will be based at one main clinic location at Living Waters Medical, 5 Rakau Road, Castlecliff, Whanganui 4501.

From 13 July 2026, routine GP, Nurse Prescriber and Registered Nurse appointments for Whanganui patients will be provided from the above location at Castlecliff.

Whanganui East will continue as a satellite clinic, supporting selected planned health, wellbeing and community-based services.

What does it mean that Whanganui East is becoming a satellite clinic?

A satellite clinic is a site that continues to support selected services, rather than operating as the main location for routine GP and nurse appointments.

For Living Waters Whanganui East, this means the site will remain part of Living Waters Medical and will continue to support planned health, wellbeing and community-based services.

This allows us to maintain a presence in Whanganui East while strengthening our main clinical services at Castlecliff.

What services will continue to be provided from the Whanganui East satellite clinic?

The Whanganui East satellite clinic will support selected planned services, including:

Health Improvement Practitioner services
Health Coach services
Selected Registered Nurse services
External Specialist Nurse services
Podiatry services
External Psychology services
Other community or health provider services that Living Waters believes will add value to the Whanganui East community.

The exact mix of services may change over time.

Where will routine GP, Nurse Prescriber and Registered Nurse appointments take place?

From 13 July 2026, routine GP, Nurse Prescriber and Registered Nurse appointments for Whanganui patients will take place at Living Waters Castlecliff.

If you are unsure where to go, contact reception and our team will help.

Will I still be enrolled with Living Waters Medical?

Yes. Your enrolment with Living Waters Medical does not change.

You do not need to re-enrol or complete any new enrolment forms because of this change.

You can continue to contact Living Waters Medical in the usual way for appointments, prescriptions and general queries.

Will I still be able to go to Whanganui East?

Yes, but Whanganui East will operate differently from 13 July 2026.

It will continue as a satellite clinic for selected planned services, rather than being the main site for routine GP, Nurse Prescriber and Registered Nurse appointments.

If you are booked for a service at Whanganui East, our team will confirm this with you.

Will I still see the same clinician?

We will do our best to support continuity of care where possible. However, you may not always see the same clinician at every appointment.

Living Waters uses a team-based model, which means you may be seen by the clinician best suited to your health need on the day.

Your care is supported by shared clinical records, internal communication between clinicians and GP oversight where required.

Why might I be seen by a different type of clinician?

Different clinicians have different scopes of practice and areas of expertise.

Depending on your health need, you may be seen by a Specialist GP, Nurse Prescriber or Practice Nurse.

This helps patients access the right type of care, rather than waiting unnecessarily for a GP appointment when another clinician may be able to safely and appropriately help.

What is a team-based model of care?

A team-based model means our clinicians work together to support patient care.

Not every appointment needs to be with a Specialist GP. Some health needs can be safely managed by other members of the clinical team like Nurse Prescribers and Practice Nurses, with GP input or oversight where required.

This model allows us to make better use of our wider clinical team and helps patients receive care in a more timely and appropriate way.

How does GP oversight work?

Our clinicians work within their scope of practice. Where Specialist GP input is needed, this can include direct discussion, clinical review, advice, supervision or follow-up planning the Specialist GP's input is sought by the attending clinician.

Specialist GPs remain an important part of the care model, particularly for more complex clinical issues.

This does not mean a Specialist GP will personally attend every appointment, but it does mean there are systems in place to support safe and appropriate care.

Will the fee structure change?

There is no change to our standard fee structure because of the move to a centralised model.

Living Waters Medical remains a VLCA practice, which helps us keep patient fees lower.

Living Waters continues to be the only family-owned, private General Practice Clinic in Whanganui which operates with very low fees.

Any usual fees will continue to depend on the type of appointment, the patient’s eligibility and the service being provided.

Why is this model important for a VLCA clinic?

As a VLCA practice, Living Waters Medical serves many patients with higher health needs while keeping fees lower.

This means we need to use our clinical team carefully and effectively so patients can access the right care at the right time.

A team-based and centralised model helps us support patients with ongoing and complex health needs while keeping services as accessible and sustainable as possible.

What should I do if I am unsure where my appointment is?

Please contact reception before your appointment if you are unsure which clinic to attend.

Our team will confirm whether your appointment is at Castlecliff, Whanganui East, or another Living Waters location.

During the transition period, we encourage patients to check their appointment details carefully.

Will prescriptions, results and follow-up care continue as normal?

Yes. Prescriptions, results and follow-up care will continue to be managed through Living Waters Medical.

The location of some appointments may change, but your clinical records and care remain with Living Waters.

Patients should continue to contact us in the usual way for repeat prescriptions, test results, follow-up appointments and general queries.