Before your admission

Before your stay at MercyAscot Hospitals, you can complete your patient admission forms online via our easy and secure online admissions platform. This ensures your information reaches us as soon as you have completed the online forms and gives you access to a messaging platform with useful information about your stay with us. To get started, please click below: 

Online Admissions

Patients who prefer to print, fill in and email/post the patient admissions forms will need to follow the below steps. Alternatively, you can register online by completing the patient admission forms easily and securely via our online admissions platform.

The patient registration forms are categorised into three sections, and you will need to complete the following sections:

1. Patient Registration Form

Please complete all the questions on the Patient Registration Form, including any insurance or payment details, i.e. private health insurance, self-insured, ACC, or Te Whatu Ora contract details.

Prior approval

If you have private health insurance, please request approval from your health insurance company before your operation/procedure to ensure you are clear on what is and isn't covered under your policy. 

Your insurance company will give you a 'Prior Approval Number', which should be included on your Patient Registration form. However, do not delay returning your documents if your prior approval has not been processed. This can be advised nearer to your surgery date. Please bring your Prior Approval letter with you to the hospital.

2.  Patient Health Questionnaire

Please complete all the questions on the Patient Health Questionnaire form.

3. Informed Consent

Send us your forms

Please send the completed forms straight away to Customer Support at the hospital where your surgery is booked, Mercy Hospital or Ascot Hospital, in one of the following ways:

Mercy Hospital

• Scan and email to [email protected]. Please remember to bring the original forms with you on your admission to the hospital.
• In person to reception at 98 Mountain Road, Epsom (open 6:30 am-8 pm Monday to Friday, 1 pm-8 pm Saturday and Sunday)
• Courier to reception
• If 14 or more days before the surgery date, post to Mercy Hospital, PO Box 9911, Newmarket, Auckland 1149. If you would like a reply-paid envelope, please ask your surgeon's rooms or contact [email protected]

Ascot Hospital

• Scan and email to [email protected]. Please remember to bring the original forms with you on your admission to the hospital.
• In person to reception at 90 Green Lane East, Remuera (open 6:30 am-8 pm Monday to Friday,1 pm -8 pm Saturday and Sunday
• Courier to reception
• If 14 or more days before the surgery date, post to Ascot Hospital, Private Bag, Remuera, Auckland 1051. If you would like a reply-paid envelope, please ask your surgeon's rooms or contact [email protected]

Your Account 

You will usually receive separate accounts from your surgeon, your anaesthetist and MercyAscot.

MercyAscot hospital charges include accommodation, operating room fees, anaesthetic supplies, medication and medical supplies.

There may also be additional charges for X-rays, physiotherapy or laboratory services.

Personal expenses such as toll calls, beverages from the drinks trolley and visitor meals will be charged to your account.

Your invoice will be emailed to you approximately seven working days after discharge. All collection or legal costs incurred in recovering any debt will be charged to you.

Patients with insurance 

If you had prior approval from your insurer, once you have received all the invoices relating to your surgery, you must complete and send a claim form to your health insurer, along with all invoices.

After the hospital has received payment from your insurance company, MercyAscot will then forward you a statement showing any amount outstanding that has not been covered by your insurer.

If you didn't have prior approval from your insurer, you will have to pay the total estimated hospital costs prior to admission.

You will be invoiced for any additional costs approximately seven working days after discharge, or notified of any refund.

Overseas and self-funded patients

Overseas patients and self-funded patients must contact Customer Support (Mercy Hospital 09 623 6833  extn 28460, Ascot Hospital 09 520 9500 extn 69134) prior to admission to obtain an estimate of hospital costs. You are then required to pay the total estimated cost prior to the admission date. You will be invoiced for any additional costs approximately five working days after discharge, or notified of any refund.

ACC patients

Your hospital accounts will be paid directly by ACC. You are required to pay any personal expenses incurred such as toll calls, drinks, and visitors' meals on discharge.

You will also need to pay for any take-home medication when you're discharged.

Payment options

If you'd like to pay your account with us by Internet banking, please ask for our account details. 

MercyAscot also accepts cash, most credit cards, and EFTPOS (please check your daily card limits prior to admission).

Pre-payment

So that you're aware of any payment or possible balance of payment, and so we can give you an estimate of our costs, please call:

Mercy Hospital:

Customer Support on 09 623 6833 extn 28460 or email: [email protected]

Ascot Hospital:

Customer Support on 09 520 9500 extn 69134 or email: [email protected]    

Information about your regular medications 

We're committed to providing the safest and highest quality care possible. To make sure this is always the case, we need accurate information about the medications you take at home. Please ask your family doctor to give you a list of your current medications to bring with you. 

Herbal medications and dietary supplements 

Herbal medications and dietary supplements can interact with the drugs we may prescribe you. We recommend that wherever possible you stop taking them at least one week before your operation.

Planning for your discharge

Your surgeon will let you know if they think you'll need extra support when you leave the hospital. This might be a home nursing or rehabilitation service – especially if you live alone. These services need to be arranged through the surgeon's rooms before your admission.

For your safety and wellbeing, you will not be allowed to drive for 24 hours after your operation/procedure, and someone should be at home with you when you leave the hospital. Please discuss this with your surgeon or family doctor prior to surgery.

Any questions

We're here to help. If you have any questions about the admission process, forms, or costs, our Customer Support staff will be happy to assist you: Please call Mercy Hospital 09 623 6833 extn 28460, or Ascot Hospital 09 520 9500 extn. 69134.

Before your Admission Checklist

On the Day of your Admission

Your surgeon's instructions

It's important to follow any pre-surgery instructions from your surgeon, especially any around medication or fasting (no eating, drinking, or chewing).

Please also have a bath or shower, and wear loose, comfortable clothing.

What to bring with you:

• Your Patient Information Folder and Booklet
• If you emailed your forms, bring the original forms with you
• Any prior approval letter from your health insurer
• All the medications that you're currently taking, including tablets, liquids, creams, eye drops, inhalers, patches, and any medications you have bought from a pharmacy, supermarket, or health food store, eg. herbal and dietary supplements. This helps guarantee your medications are available when you need them and your operation/procedure isn't interrupted. It also helps your specialist review your regular medications accurately from your drug chart and prescribe any new medications, and the clinical pharmacist can make sure any new medications don't interact negatively with your current medications.

Please bring the medications in their original packs with the pharmacy label on them. Do not bring loose strips of medication or medications that have been transferred into another container.

If you use a tablet organiser/box, please bring the original packs that contained the medications.

If you have a list of your medication from your GP, bring this with you too. 

• A current form of ID: This can be passport; birth certificate; driver's license
• Any relevant X-rays, CT or MRI scans (including CDs) and reports, test results, pathology reports, or any letters or reports from your specialist, GP or another hospital
• Prescription Subsidy Card
• Any mobility aids/crutches/equipment (ie. CPAP machine) that you are currently using, reading glasses, hearing aids, and their cases
• Reading material, or something to do while you're in the waiting area or resting in recovery

Overnight patients

If you're staying with us overnight or longer, you should also bring:

• Something suitable to wear to bed, e.g. a comfortable nightie or pyjamas
• Comfortable daywear
• Slippers/footwear
• Personal toiletries (shampoo, conditioner, and soap will be provided)

Please DO NOT:

• Smoke or drink alcohol 24 hours prior to admission
• Wear make-up, nail polish, jewellery, or body piercing (you can wear your wedding ring)
• Bring any valuables, jewellery, or large amounts of luggage as we do not accept liability for any items brought to hospital
• Bring a large amount of luggage. Please note: If you need to bring more than an overnight bag, please notify us ahead of your stay so arrangements can be made 

What you need to bring checklist

MERCY HOSPITAL 

Mercy Hospital is located at 98 Mountain Road, Epsom. The hospital is about six kilometres from Auckland city centre. If arriving by car, please enter via the gate signposted 'Main Entrance' on Mountain Road (near to Almorah Road). See directions to our hospital and hospital site map here.  

The main entrance has direct access to the car parking building. Please drive up the ramp to the first floor, where you will find the dedicated patient drop-off area and car parks.
 

ARRIVING ON DAY OF ADMISSION

Coming from the first floor of the car park

Follow signage through the car park to the overbridge which leads to the reception. 

Coming on foot or from the bottom level of the car park

Follow the green pedestrian pathways that give clear routes to and from reception.
 

PARKING AND MOBILITY ACCESS 

All Mercy Hospital parking areas operate on a ‘pay by plate’ basis. On arrival please enter your vehicle’s license plate into one of our payment terminals or through Mobile Parking App - Parkiwi. The first 30 minutes are free and apply only once plate details have been entered into a payment terminal. Parking time limits are in effect and parks are marked (P90, P180 and All Day Parking).

Mobility parking at Mercy Hospital is available on level 1 of the parking building in the drop-off area. Proceed up the car park ramp and turn left. For patients of the medical specialist centre, there are mobility car parks located on the ground floor outside the centre. As you enter Mercy Hospital parking from Mountain Rd, drive to the left and follow the sign saying ‘Specialist Centre Parking’.  

Standard parking charges apply to mobility parking bays, and you must display your mobility parking permit at all times.

Visitors can follow signage through the car park to the overbridge which leads to the new reception. There are also green pedestrian pathways that give clear routes to and from reception on foot.

Entrances around the hospital are open from 7 am - 8 pm. After that time, visitors should use the main entrance, which is open until 8:15 pm. Entry to the hospital outside of these hours is available through the intercom located by the reception entrance.
 

WHEELCHAIR ACCESS TO THE BUILDING 

From parking on Level 1 

From Level 1, you can access the main reception on Level B1 by a ramp located next to the parking machine.  

From parking on Ground Level 

Follow the green pathway from the car parking machine towards the building for lift access to the main reception on level B1. 

Ascot Hospital

Ascot Hospital is located at 90 Green Lane East, Remuera, just off the Greenlane motorway interchange in Auckland. There is a patient pick-up and drop-off zone outside the main entrance to the hospital. See directions to our hospital and hospital site map here. 

ARRIVING ON DAY OF ADMISSION

Main entrance
For those entering Ascot Hospital after parking in the main entrance car park (drop off and short-term parking) closest to Green Lane East 

Ascot Hospital’s reception area is on the right hand-side as you enter the building. Here you will find our Customer Care team, who greets patients upon admission, and also shows patients through to our Admissions Unit.

• When first entering Ascot Hospital, our Admissions Unit is through the double doors on the right-hand
  wall, directly before our reception area.
• When facing our reception area, our Admissions Unit is through the double doors on the right-hand side.
   

Back entrance
For those entering Ascot Hospital after parking in the back entrance car park (long-term parking) closest to Ellerslie Racecourse

After parking, turn to face Ascot Hospital with your back to the large car park. Ascot Hospital’s back entrance is located across the road, and to the far right-hand side. After walking up the ramp, you will see Awanui Labs, and then Resus Café, on your left. You are entering the building on Level 2. After entering the building, turn left after the second set of clear, automated doors, and locate the lifts and stairwell. Travel down to Level 1. When exiting the lifts or stairwell on Level 1, you will find our reception area on the left-hand side of the foyer. Here you will find our Customer Care team, who greets patients upon admission, and also shows patients through to our Admissions Unit.

PARKING AND MOBILITY ACCESS 

Free 90-minute parking is available at the front of the building. There is also a large car park at the rear of the hospital operating on a ‘pay by plate’ basis. On arrival please enter your vehicle’s licence plate into one of our payment terminals. The first 30 minutes are free and apply only once plate details have been entered into a payment terminal or through Mobile Parking App - Parkiwi.

Mobility parking at Ascot Hospital is available at the front of the main entrance. Standard parking charges apply to mobility parking bays, and you must display your mobility parking permit at all times.

WHEELCHAIR ACCESS TO THE BUILDING 

• From the main entrance car park: You can access the hospital via the level front entrance, where you will find
  the main reception and lifts to access other floors.
• From the back entrance car park: You can access level 2 via the ramp access at the back entrance of the
  hospital. Lifts are available on level 2 to access other floors. The main reception is located on level 1.

MercyAscot is committed to delivering care within the Code of Health & Disability Service Consumers' Rights.

We encourage you to:

• Be actively involved in decisions about your care
• Respect the rights of other patients
• Comply with our no smoking policy.

Patient Satisfaction

Our objective is to provide excellent service and care, and we value feedback from patients. Please pass on any comments or compliments you may have to the Charge Nurse Manager. You do not need to wait until you are discharged if you feel dissatisfied.

Receiving information from patients can alert the team to problems that may not previously have been identified. If you are not satisfied with the response you receive or you wish to inform us of your concern in writing please address your concern to the Chief Executive Officer  who can:

• Help with any concerns you may have about the care you receive, and with your permission talk to appropriate employees
• Give you more information about your rights as a patient.

We will contact you to complete a Patient Satisfaction Survey after you have been discharged. We would appreciate you completing the survey so we can understand and measure the service we provide.

Advocacy

Access to the Health and Disability Consumer Advocacy Service, a free confidential service, is available by calling 0800 555 050, faxing 0800 2787 7678 or emailing [email protected].

We are looking forward to your upcoming visit and stay with us. As part of our human-centered care that is deeply rooted in human connections, our staff will strive to ensure you are ‘seen’ for who you are, how you identify, and what unique care you might need. 

We call this Ngā Rākau Turuturu – the covenant of the weaving pegs.  

Our principles of care: 

• We will listen to you and your family/support carers 
• We will manaaki you, uplift and carry your spirit, your soul when required 
• We will walk beside you – if you are struggling with anything, do not hesitate to ask anyone to help you 
• We will show our heartwood – you will experience the versions of our staff their loved ones experience at home 

These principles woven together are the very fibres, the fabric your unique care plan will be held together by. Like any garment or korowai that is woven, your care plan requires two weaving pegs. We’ll always hold one and ask you to hold the other, so that we together can weave your unique care plan of recovery. 

If you have any questions about Ngā Rākau Turuturu, please don’t hesitate to ask our friendly staff, who will be happy to explain what this human-centered nature of care means for you as our patient and for us as your carers. 

See what our former patient Chappie Walker says about how our team applied our principles of Ngā Rākau Turuturu while he was in our care.