Missed the webinar on Centering Equity in Collective Impact... view it here


Enhanced Model Of Care

The Enhanced Model of Care is a practical whānau-centric approach to modernisation of primary care, leading to a better patient and staff experience enhanced quality of care, and improved sustainability.

We continually review and refine the Health Care Home Model of Care to ensure that it improves patient/whānau care and health outcomes.

Practices may choose to implement some or all of the characteristics, by choosing aspects that fit the needs of its community/whānau. This is not a one size fits all model of care but one that is flexible and adaptive.

The HCH MoC incorporates whakawhanaungatanga (creating a relational model) in the delivery of care. Relationship centred care creates better health outcomes for our whānau. This can be as simple as ensuring that practice information resonates with people in terms of language and visual presentation or enhancing the cultural skills and competencies of staff, including understanding the unconscious bias inherent in many public services.

‘If the model delivers for Māori, it will deliver for most of our priority communities and, ultimately, for all New Zealanders.’

Model of Care Requirements

Want to know more, download the enhanced Model of Care which details the service elements and characteristics and provides a 4-point maturity matrix.

Interactive Model of Care

The HCH Interactive Model of Care includes a vast set of resources to support the implementation of the model – this easy access approach to tool and resources supports change at scale and pace across our network


Improving outcomes for Māori and other underserved populations is our priority. We believe in allocating resources to those who need it most – equity is front and centre at every level

What does Patient & Family Engagement look like in practice?


This domain focuses on how to improve patient care and individual experience when patients access practice services. Improvements are made in provider care and patient/whānau experience using lean and change management techniques.

Urgent & Unplanned Care

This domain reflects the experience of care for patients who are unwell and improving access to acute care through a variety of methods and by utilising technology. This is done without compromising continuity of care.

Proactive Care

This domain emphasises the importance of proactive care for those with complex needs and concentrates on staying well. Strategies are in place to prioritise care for Māori, other priority patients and whānau to proactively plan care, including patient outreach, and pre-visit planning.

Routine & Preventative Care

This domain reflects all aspects of daily care in relation to the practice population and understanding their needs and experience. Proactive care includes a whānau led approach that is routinely used at all points of care and includes focus for Māori and other priority patients.

Patient Journey

At Health Care Home we put patients first.

We believe everybody deserves access to the best care and our Model of Care helps us to give patient’s access to quality care when they need it.

A patient journey map is a tool that can be used to represent the journey and experience, from a patient perspective, when interacting with a practice. The patient journey below summarises an ideal experience of a metaphorical patient interacting with their Health Care Home practice.

Shared Appointments

A Shared Medical Appointment (SMA) allows select groups of patients to receive individual consultations in a group setting. Implementing SMAs can provide a variety of benefits to both your patients and your practice.


25, Female

"It’s the way of things now. If I want to get any minor medical attention. I know I can do it through the electronic route, whether by phone call, email or on the app."

Join the Collaborative

Simply add your name and email address to subscribe to our newsletter