Health Care Home Overview

About our Network

The Pinnacle General Practice Network is a GP owned and led organisation. It was established 30 years ago with a focus on developing innovative primary care services and supporting our network of practices to consistently deliver high-quality care for their patients.

Our strategic priority is to ensure we have sustainable primary care services relevant for the next generation. Technology is enabling us to change the way care is delivered and we need to ensure we give patients the best deal possible.

Like many other health systems, this is under threat from a rise in multi-morbidity so people needing more services and an ageing GP and nurse workforce.  Some of our practices are becoming increasingly unsustainable within the current traditional general practice model.Our rural practices have specific challenges in the recruitment of staff and access to wider service provision. We also have a high Maori population that deserve better health outcomes in a culturally appropriate manner. The Health Care Home and its ongoing strategic development is our service response to these challenges to ensure we help our communities to enjoy the best health they can.

Healthcare Network - Health Care Home

Health Care Home Network

Our Health Care Home Journey

Our Health Care Home journey began in 2008. Knowing general practice needed to respond to the changing demographic environment we made trips to the US, UK and Europe to explore primary care innovation. Group Health in the US had similar challenges and we liked what we saw in terms of outcomes and the similarities to our opportunities and challenges. We also visited Boeing and were impressed by the enormous efficiencies they had created building aeroplanes using Lean methodology.

We then took all this learning, held intensive workshops with a wide range of clinicians, providers and a visiting Boeing team. We created our own ‘Model of Care’ sensitive to the New Zealand context that would future proof general practice from the future challenges of rising demand and an ageing workforce. Our first HCH practices were established in April 2011. Whilst implementation and the core model elements have evolved based on experience and outcomes the core principles underpinning the model have not changed.

Click Here to Read About the Core Elements of the Model

The journey begins. We travel to the UK and Europe to explore primary care innovation.

We visit Group Health in Seattle to hear about their innovations.

Boeing in Chicago shows us their Lean methodology for efficiency.

Our first Health Care Home practices were established in April 2011, with much more to come over the following years.

Core Health Care Home Principles

Supporting general practice to be the health care hub and care co-ordinator for its enrolled patients, acting as the system integrator with the patient at the centre.

Improving access by offering alternative options for patients via email, video, telephone and group consultations.

Targeting of face to face consultations to those that need them most.

Proactive care and support for self-management for all patients.

Longer appointments for those with more complex needs.

Valuing patient and clinician time so ensuring both are used effectively.

Shifting general practice from a reactive service to one where all consultations are planned with the patient.

Moving to a shared, cloud-based patient information system to enable timely care and effective coordination of activity.

Expanding the primary care team with new roles. Planning and co-ordinating care as inter-disciplinary teams for, and with, those with more complex needs


Removing waste in practice systems and processes that adds no value to the patient the practice or the system.

Hear About the Staff and Patient
Experience of the Health Care Home

“Primary care is the backbone of the health system – where it’s failed around the globe it has seen health systems stumble and retreat to simply treating acute illness. The NZ health system still has time prior to systemic demographic shifts influencing supply and demand to reset itself for the future.

Pinnacle’s HCH has taken the best globally and blended it with the best of local to start to support an ongoing development to meet the current and future needs.

Becoming part of the journey is both challenging but immensely rewarding.”

John Macskill-Smith

CEO, Pinnacle Midlands Health Network