Clinic Policy
& Privacy
Transparent · Clear · NZ Compliant
Our policies are designed to protect you and ensure the highest standard of care. We comply with the NZ Privacy Act 2020, Health Information Privacy Code 2020, and all relevant professional standards. If you have any questions, our team is happy to help.
48-Hour Notice
We require a minimum of 48 hours' notice for any cancellation or rescheduling. This allows us to offer the appointment slot to other clients who may be waiting for care.
How to Cancel or Reschedule
To cancel or reschedule, please email birkenhead@wyld.nz or call us on 09 869 3149. We are unable to process cancellations or rescheduling via online booking.
Late Cancellations
Cancellations made with less than 48 hours' notice may incur a late cancellation fee. The fee amount will be communicated to you at the time of booking.
No-Shows
If you do not attend your appointment without giving notice, a no-show fee equivalent to the full appointment cost may apply. Repeated no-shows may result in a requirement to prepay for future appointments.
Exceptions
We understand that genuine emergencies happen. If you need to cancel due to an emergency or sudden illness, please contact us as soon as possible and we will do our best to accommodate.
Our Commitment
WYLD Clinic Birkenhead is committed to protecting your personal and health information. We comply with the New Zealand Privacy Act 2020 and the Health Information Privacy Code 2020 in the collection, use, storage and disclosure of all personal and health information.
What We Collect
We collect personal information necessary to provide you with safe, effective clinical care. This includes your name, contact details, date of birth, health history, clinical notes, imaging or test results, ACC claim information, and insurance details where relevant. We collect this information directly from you, from referring practitioners, or from ACC.
Why We Collect It
Your information is collected and used for the purpose of providing clinical care, managing your appointments, processing ACC claims, processing insurance-related documentation, communicating with you about your care, and meeting our legal and professional obligations.
Who We Share It With
We will only share your health information with your explicit consent, or where required or permitted by law. This may include other registered health practitioners involved in your care, ACC (for claim processing), diagnostic imaging providers we refer you to (such as Auckland Radiology, Allevia, Mercy Radiology or Canopy Imaging), and regulatory or professional bodies where required. We will never sell, rent or trade your personal information.
How We Store It
Your clinical records are stored securely in our practice management system with access limited to authorised clinical and administrative staff. Electronic records are protected by encryption and access controls. Physical records (where applicable) are stored in locked, secure locations within the clinic.
How Long We Keep It
Health records are retained for a minimum of 10 years from the date of last contact, or until a child patient turns 20 — whichever is longer — in accordance with the Health (Retention of Health Information) Regulations 1996.
Your Rights
Under the Privacy Act 2020, you have the right to access your personal and health information held by us, request corrections to any inaccurate information, and ask us to explain how your information is being used. To make a request, email birkenhead@wyld.nz or speak with our front-of-house team.
Your Consent to Care
Before any treatment begins, your practitioner will explain the proposed approach, the expected benefits, any material risks or side effects, and alternative options. You will be asked to provide informed consent. Consent can be withdrawn at any time.
Children & Minors
For patients under 16 years of age, a parent or legal guardian must provide informed consent for assessment and treatment. The parent or guardian is welcome and encouraged to be present during all appointments.
Imaging & Referrals
If X-rays or other imaging are clinically indicated, your chiropractor or physiotherapist will explain why and refer you to one of our trusted imaging partners. You are not obligated to proceed with imaging — the decision is always yours.
ACC Claims
Our chiropractors, physiotherapists and acupuncturists are ACC registered providers. If your concern relates to an injury — recent or old — we can lodge a new ACC claim directly at the clinic. No GP referral is needed. ACC subsidises a portion of your treatment cost for the duration approved by ACC.
Acupuncturist ACC Claims
ACC claims for acupuncture must be initiated through an existing claim lodged by a chiropractor or physiotherapist. Acupuncturists at WYLD cannot independently lodge new ACC claims.
Health Insurance
WYLD is registered with Southern Cross Health Insurance for chiropractic, physiotherapy and acupuncture services. Payment is made in full at your appointment, and you submit the receipt to your insurer for reimbursement. Check with your insurer to confirm your coverage levels before your visit.
Payment
Payment is due at the time of your appointment. We accept cash, EFTPOS, Visa and Mastercard. Unpaid balances may affect your ability to book future appointments.
Registered Practitioners
All chiropractors at WYLD Birkenhead are registered with the New Zealand Chiropractic Board and hold current Annual Practising Certificates. Our physiotherapists are registered with the Physiotherapy Board of New Zealand. Our acupuncturists are registered practitioners with formal training and current registration. All practitioners are committed to ongoing professional development.
Scope of Practice
Our practitioners work within their registered scope of practice. If your condition falls outside our scope, we will refer you to an appropriate health professional. We collaborate with GPs, specialists and allied health providers when it is in your best interest.
Clinical Records & Notes
Detailed clinical notes are maintained for every patient interaction. These notes support continuity of care, allow our multi-disciplinary team to collaborate effectively, and fulfil our professional and legal obligations.
We Welcome Feedback
We are committed to providing the highest standard of care and service. If you have feedback — positive or constructive — we want to hear it. Speak to our front-of-house team, your practitioner, or email birkenhead@wyld.nz.
Formal Complaints
If you wish to make a formal complaint, you may contact the relevant regulatory body directly: New Zealand Chiropractic Board (for chiropractic concerns), Physiotherapy Board of New Zealand (for physiotherapy concerns), or the Health and Disability Commissioner (HDC) for any health service complaint. The HDC can be reached at 0800 11 22 33 or www.hdc.org.nz.
Website Content
The content on this website is provided for general informational and educational purposes only. It does not constitute medical advice, diagnosis or treatment. Always seek the advice of a qualified health practitioner regarding any health concern.
Communications
By providing your contact details, you consent to receiving appointment confirmations, reminders and relevant clinic communications via email, SMS or phone. You may opt out of non-essential communications at any time by contacting us.
Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of external sites.
We're Here to Help
If you have any questions about our policies, your privacy rights, or anything else — reach out. Our front-of-house team are happy to assist.
Ponsonby · Newmarket · Takapuna · Howick · Birkenhead