Frequently asked questions

We are committed to practicing with honesty, integrity, and in full accordance with our professional, legal, and ethical responsibilities. We respect your personal, cultural, and religious beliefs, and your active involvement in decisions relating to your health and well-being is a priority for us.

If you ever have any concerns about any aspect of our practice, we welcome your feedback at any time via admin@ziviohealth.com

Scope of Practice, Services, and Limitations

• Dr. Zuzi is a fully qualified medical doctor registered in New Zealand. She provides a wide range of services typically offered by a general practitioner, as well as additional complementary services and advice as outlined on her website.
• Urgent or after-hours care is NOT provided. If urgent care is needed, please contact your local hospital or other emergency services.
• Dr. Zuzi does NOT replace your regular GP. You are strongly encouraged to remain enrolled with a publicly funded general practitioner.
• Zivio Health is a private practice and does not receive government funding. All fees are outlined below and on our website: https://ziviohealth.com/book
• Please note: While we do our best to keep all information consistent across our website, social media, and other public platforms, the most up-to-date and accurate details regarding services and fees are always those published on our website. In the event of any discrepancy, the website information will apply. 
• Certain publicly funded services—such as vaccinations, national screening programs, procedures involving bodily fluids, or those requiring a chaperone, cannot be provided by Dr. Zuzi.
• It is highly recommended that you remain enrolled with your regular GP for access to these.

Style of Practice

• Working with Dr. Zuzi is a collaborative process. You are encouraged to actively participate in decision-making and in implementing treatment plans.
• Dr. Zuzi prioritizes modifiable lifestyle factors—such as nutrition, sleep, stress management, and movement, as foundational to well-being. Other conventional or complementary interventions may also be discussed where appropriate.
• All available options (both conventional and complementary) for investigations and treatments can be discussed, based on your interests and needs.
• Investigations: Costs will be disclosed prior to ordering when available.
• Treatments: You will be informed of recommended frequency, duration, relevant tests, and, where appropriate, background and principles behind the suggested approach, aligned with the Code of Health and Disability Services Consumers’ Rights.
• With your consent, Dr. Zuzi may use talking therapies, mindfulness, meditation, hypnotherapy, or somatic techniques (e.g. yoga, breath work, tapping).
• Herbal and natural remedies may be discussed where appropriate.
• Please note that natural products and supplements are classified as Complementary and Alternative Medicine (CAM) under New Zealand law. These are not regulated to the same standard as pharmaceuticals and are not subsidised. They must be purchased privately through third-party providers (online or via a dispensary).
• Some of the diagnostic tests Dr. Zuzi may recommend fall under the category of “functional medicine.” These tests are not currently recognised as standard practice within conventional medicine, and therefore are not publicly funded. They are ordered through external providers, and their costs are paid privately. Some tests may be eligible for reimbursement through your private health insurance, you are encouraged to check with your insurer directly.
• Dr. Zuzi may decline to provide any treatment she considers medically or ethically inappropriate.
• You always retain the right to decline any tests or treatments offered.
• Where appropriate, referrals for further investigation or treatment may be made in either the public or private health sector.

Record Keeping and Communication

• Dr. Zuzi uses secure AI-based transcription software (Heidi) to assist with note-taking. These recordings are not linked to the booking system, contain no identifying information, and are regularly deleted. You can opt out of this at any time.
• You are encouraged to take your own notes during consultations.
• You are welcome to bring a support person to your appointments.
• Dr. Zuzi provides AI- assisted written consultation summaries and/or treatment plans via email after most appointments to ensure all key points and recommendations are clearly communicated and easy to refer back to.
• We send occasional clinic updates by email (for example, service changes or new offerings). New patients are automatically subscribed, but you can opt out at any time. We encourage you to stay subscribed so you don’t miss important updates about fees, structure, or other key information.

Booking and Fees 

Zivio Health is a private practice and does not receive government subsidies. This means we need to charge the true cost of the services we provide.

Booking and Payment

• All causal appointments can be booked online.
• All casual appointments are charged in full at the time of booking.
• A buy-now-pay-later option is available via Klarna.
• If you are unable to book online, you may request assistance by emailing admin@ziviohealth.com.
• Payment is required in full within 24 hours of booking. If payment is not made, the appointment will be cancelled.

Fees:  

• Care Pathways: Set prices (available on request) 
• Casual consultations: $7.5 NZD / minute (clinical and non-clinical time) 

Additional Case-Related Work

Tasks outside of consultation time may also incur charges at $6 per minute. These include, but are not limited to, the following services:

• Reviewing results and specific case-related research
• Written summaries, referral letters, medical certificates, and professional letters
• Answering clinical questions via email or phone
• Liaising with other health and wellbeing professionals about your care
• Reviewing past investigations or arranging new ones

Prescriptions

• Repeat prescriptions: $30 per script (requested via email and paid at time of request).
• Please note: Prescriptions incur a standard pharmacy co-payment of $15 per item, as they are not covered by government subsidies.

Laboratory Tests

• Stand-alone tests not linked to a consultation (e.g. prostate, diabetes, or other screening blood tests, imaging, etc. ): $60 fee, which includes set-up and communication of results via email.

Communication and Correspondence

• Medical advice provided via email or text outside of a scheduled consultation may be subject to charges, at our discretion.
• We do not routinely send letters or updates to your GP unless you were referred by them, but we are happy to do so upon request. Please note, extended communication with your GP or other providers may attract additional charges.
• We can provide medical certificates, ACC accident forms, and WINZ forms where appropriate- usual charges apply
• Please note: We are not currently able to assist with ACC sensitive claim registrations or related forms.

Rescheduling Policy

If you need to reschedule your appointment, please email us at admin@ziviohealth.com.

• Change of appointment format (from in-person to online) - free
• More than 72 hours’ notice – free.
• less than 72 hours’ notice – $50

Cancellations and Refund Policy

In line with our cancellation policy, refunds are processed as follows:

• More than 72 hours’ notice – A $50 cancellation fee will be deducted, and the remainder of your payment will be refunded.
• 24–72 hours’ notice – 50% of the appointment fee will be refunded.
• Less than 24 hours’ notice – No refunds are available.

Refunds are returned to your original payment method and may take 5–10 business days to appear, depending on your bank.

Product Sales and Fair Access

To avoid conflicts of interest, revenue from product sales is channelled into a financial aid fund. This fund helps support a limited number of patients who wish to work with me but do not have the means to do so.

Informing Clients Based Abroad

Please note that Dr Zuzana Oravcova‑Wheeler is a registered medical practitioner in New Zealand, fully authorised to provide the complete range of general medical services, including prescribing medications, within New Zealand. She holds a current practising certificate under the New Zealand regulatory framework. However, she is not licensed to practice medicine outside of New Zealand, and therefore cannot legally provide medical services to individuals residing abroad. She may offer general health advice, but this must not be construed as formal medical care or advice that falls within the regulated scope of a medical practitioner in those countries.

Please don’t hesitate to reach out if you need clarification about anything outlined above. We are always happy to answer your questions and ensure you feel informed and supported.

Warm regards,
Dr. Zuzi

• My care is founded upon science-based  wholistic treatments, as well as my genuine commitment to connect with and understand my clients and the issues they are facing. 
• I work with people of all ages and help them address a wide range of issues – both mental and physical. 
• I start by meticulous history taking- carefully looking at all known factors that affect our wellbeing- diet, environment, past medical history, family history, occupation,  environment, health-related believes, etc. I use this information in conjunction with my findings from physical examination, laboratory tests, imaging, and any other investigations that may be needed, to help me formulate a whole-picture- plan, targeting the underlying causes and their drivers of the issue(s). 
• I place huge emphasis on a preventative and proactive approach and try to identify issues before they become big problems. 
• I believe that people do better when they understand their problems and when they can have their own agency in addressing them. As a result, I place a lot of emphasis on client education. 
• I also try to understand client’s specific strengths and motivations, as well as potential blocks, to help my clients achieve and maintain good outcomes.
• I understand that mental, spiritual and physical wellbeing are interconnected and must all be addressed for best outcomes. 
• Where appropriate, I can refer you for investigations/ management/ second opinion to public or private sector. 
• I encourage my patients to research their concerns before their appointment. I value them as experts in understanding their own feelings and requirements.
• I highly encourages note taking during consultations. I can provide a written summary after the consultation for additional cost. 
• I highly encourage my patients to bring a support person to their consultations, if they feel it would be of benefit to them. 
• It remains your choice to decline any treatment or testing recommended by me. 
• Always feel welcome to ask questions, provide feedback, and share any concerns about my care with me. 

• I work in collaborative partnership with my patients. To reflect this, I prefer to be called Zuzi by my patients. 
• By choosing to work with me, you agree to actively participate in decision-making and the implementation of treatment plans that we have mutually agreed upon.
• Wherever possible, I prioritize improving lifestyle factors, including nutrition, sleep, stress management. Where suitable, we can also explore other conventional and complementary  treatments. 
• To assist you in making a well-informed decision, I will aim to present all options I am aware of (both conventional and complementary) in a neutral and comprehensive manner.   Discussions about investigations and treatment options will include cost, where available.
• Where appropriate, and with your permission, I can employ a range of "talking therapies”,  mindfulness, meditation and somatic techniques, such as breath work, tapping, etc. 

  Examples of some of the common issues I see in my clinic are: 

- Mental well-being (e.g. anxiety, mood issues, sleep disturbances, addictions, etc.) 

- Digestive health (e.g. IBS/ IBD, reflux, constipation, food intolerances, unexplained abdominal pain,  etc.) 

- Cardiometabolic health (e.g. type 2 diabetes/ prediabetes/ insulin resistance, high blood pressure, non-alcoholic fatty liver, excess weight, etc.) 

- Hormonal health (e.g. thyroid issues, heavy painful periods, (peri)-menopause, (peri-)andropause, PCOS, etc.)

- Skin health (e.g. eczema, acne, rosacea, psoriasis, etc.) 

- Othe common issues (e.g. unexplained fatigue, headaches/ migraines, recurrent infections, etc.)

- Early life well-being (e.g. breastfeeding, sleep, baby unsettled behaviour, physical and mental well-being for mothers, and other carers)

- Environmental exposures (e.g. sensitivities, allergies, heavy metals, mold, etc.) 

 Examples of services I offer: 

- “conventional” diagnostic, screening and monitoring laboratory tests (e.g. thyroid function, liver function, essential micronutrients assessment, urine/ stool analysis, etc.)

- functional testing (e.g. microbiome and hormone mapping, SIBO breath testing, hair testing, specific environmental exposures testing- e.g. allergies, heavy metals, mold, etc.) 

- genomic/epigenetic testing  (helps us understand your unique DNA and how your lifestyle influences the way your genes are expressed )

- referrals for imaging – public or private (e.g. x-rays, ultrasound, MRI, etc.) 

- recommendations and/ or referrals to other medical, health and wellbeing professionals – public or private (e.g. specialist doctors, physiotherapists, health coaches, personal trainers, etc.) 

- recommendations and/or referral for monitoring of bodily processes “bio-hacking” (e.g. continuous glucose monitoring, ambulatory blood pressure monitoring, heart rate variability monitoring, etc.)

- any other referrals/ recommendations – nationwide- that may be indicated for a particular client

- whatever else may be required, based on your individual needs 

• We cannot offer urgent or after-hours care. If you require such services, please seek assistance from the hospital or other appropriate channels.
• We do not replace your GP. It is advisable to remain registered with your primary care physician for ongoing care.
• We are unable to offer services like immunizations and procedures involving bodily fluids, etc. 
• We reserve the right to refuse non-urgent treatment if we believe your expectations do not align with our approach.

• Natural products like herbal medicines and supplements are classified as Complementary and Alternative Medicines (CAM) under New Zealand law. This means they are not regulated as rigorously or required to adhere to the same manufacturing standards as pharmaceutical products. 
• CAM products are typically not subsidized and need to be privately purchased from a third party, either online or  through a dispensary.  
• Some laboratory tests I use to aid in diagnosis are not considered standard in conventional medicine. Referred to as "functional tests," these are typically acquired from a third-party through an online order. 
• To maintain impartiality, I channel all revenue from sales (e.g. natural products, functional testing, etc.), excluding my professional services, to my financial aid fund. This fund allows me to assist a limited number of people who’d like to work with me but may not have the means to do so. 

• Zivio Health operates as a private practice and does not receive any government subsidies. Therefore, I have to charge for all my services. 
• Our consultation fees are $7.50/min. 
• All details regarding charges are provided on the ‘Book’ page of our website 

If you need to reschedule your appointment, please email us at admin@ziviohealth.com.

• Change of appointment format (from in-person to online) - free 
• More than 72 hours’ notice – free.
• less than 72 hours’ notice – $50 

We appreciate your understanding. 

In line with our cancellation policy, refunds are processed as follows:

• More than 72 hours’ notice – A $30 cancellation fee will be deducted, and the remainder of your deposit will be refunded.
   
• 24–72 hours’ notice – 50% of the appointment fee will be refunded.
   
• Less than 24 hours’ notice – Unfortunately, no refunds are available.
   

Refunds are returned to your original payment method and may take 5–10 business days to appear, depending on your bank.

We appreciate your understanding.