In the media

6 September 2024

Tend Health is thrilled to welcome Ngāi Tahu Holdings as a shareholder, marking a significant milestone in its commitment to deliver state-of-the-art healthcare services across Aotearoa.

As New Zealand’s leading digi-physical healthcare provider, Tend is transforming how healthcare is accessed and experienced. Through its app, Tend has already facilitated 2.7 million interactions, serving 100,000 patients. The company supports over 135,000 enrolled patients and operates a network of 25 clinics from Auckland to Invercargill, with 11 of these fully integrated on the Tend platform by the end of September.

Cecilia Robinson, Founder and Co-CEO of Tend Health, is enthusiastic about the new partnership with Ngāi Tahu Holdings. "Welcoming Ngāi Tahu Holdings to Tend's register represents a substantial step forward for us. It underscores our dedication to engaging meaningfully with iwi and ensuring that our services align with the needs and values of the communities we serve."

Ngāi Tahu Holdings is an intergenerational New Zealand-focused investor and has a diverse investment portfolio. It supports iwi-focused outcomes, such as social and cultural programmes, as well as economic empowerment for Ngāi Tahu whānau now and in the future.

Ngāi Tahu Holdings Chief Executive Todd Moyle says Tend Health’s goal of improving healthcare outcomes for all New Zealanders strongly aligns with Ngāi Tahu values.

“We are proud to invest in Tend Health, which is embracing cutting-edge solutions to create a more equitable and accessible health service for whānau.

“This investment is part of our New Economy strategy to support innovative and sustainable businesses throughout the motu,” he says.

Tend’s Co-Founder and Director of Population Health and Equity, Dr Mataroria Lyndon, emphasises the significance of working with Ngāi Tahu Holdings. Tend is deeply committed to advancing health access and equity, as evidenced by one of our recent integrations where we significantly increased Māori enrolments at a medical centre from 8% to 18%, and Pacifica enrolments from 2% to 14%. This demonstrates our ongoing dedication to improving healthcare outcomes for all communities.”

Tend is currently expanding across the South Island, integrating additional clinics into its digi-physical platform as part of its broader growth strategy. Alongside this expansion, Tend is focused on significantly reducing wait times in primary care, developing innovative care delivery models, and streamlining administrative tasks. By implementing its AI-powered tool, Scribe, Tend also aims to boost workforce productivity and reduce administrative burden while
continuing to improve healthcare outcomes.

As the network grows, Tend remains committed to leveraging technology and innovation to create a more sustainable and customer centric healthcare system across Aotearoa.

8 August 2024

Encouraging Kiwi women to embrace the importance of their own wellbeing 

Tend Health launches Te Wiki Hauora Wāhine/Women’s Health Week to raise awareness, educate, encourage and empower Kiwi women to prioritise their health and wellbeing. 

Tend Health Founder and Co-CEO Cecilia Robinson says all too often Kiwi women put other’s wellbeing ahead of their own, suffering in silence while supporting their loved ones. 

According to a new survey of female-identifying patients to understand their relationship with their own health and wellbeing, more than half (57%) of women don’t get regular annual health checks.

“When we asked everyday Kiwi women about their health, it became evident women can feel the need to shy away from discussing their health – both with medical professionals and each other,” says Robinson. 

In fact, 40% of survey respondents didn’t feel comfortable talking about their health with their friends.

Furthermore, more than one-third (38%) have never talked with their mother or female caregiver about their periods, and more than half (58%) have never talked about menopause. 

“This week, we’re encouraging all of Aotearoa New Zealand’s wāhine to take the reins of their health, to check up on each other, and to have those brave conversations with one another and medical professionals,” says Robinson. 

“We have days, weeks and months dedicated to raising awareness for men’s health and wellbeing which is an important step. But our wāhine are precious too. They deserve a week in the health spotlight and a reminder that their health matters too. 

“Better health for our wāhine benefits everyone. When women have access to quality healthcare, they’re better able to achieve their goals, participate in the workforce, contribute to economic growth, and support their families' health and wellbeing. Women's health is whanau health.”

As part of the inaugural Te Wiki Hauora Wāhine, the Women’s Health Week website hosts stories, blogs, videos and podcasts covering a wide range of topics to act as an educational resource. 

Kiwibank is proud to support Tend’s Women’s Health Week to encourage more women to be aware of the options for them to take an active role in their health journey.

Kiwibank Chief Executive Steve Jurkovich said, “Raising awareness and supporting women to engage in important conversations about their health and prioritise their wellbeing is essential. 

“Not only does this lead to better health outcomes, but it also provides an opportunity to strengthen family and community dynamics. Fostering a supportive environment is better for everyone. We know that good health is a key factor in achieving other life goals, including financial stability and success.”

Go online here to complete the Kiwibank Health Personality quiz, a fun and easy way for women to start thinking about how they approach their health. It includes tips and the chance to win 1 of 10 $1,000 Prezzy cards thanks to Kiwibank.

Key sponsor Denise Cosgrove, The Selwyn Foundation Chief Executive, says it’s important for Aotearoa New Zealand to have open, frank discussions about women’s health - especially when it comes to vulnerable older women and their needs. 

“As a society, we can sometimes lose sight of the most vulnerable in our communities. As our population ages, it’s paramount we continue to support the wellbeing of our older wāhine and enable them in getting preventative screening and other health checks wherever possible,” says Cosgrove. 

Throughout Te Wiki Hauora Wāhine, there will be a range of activities and topics covered with support from many famous Kiwi women sharing their stories including Dame Valerie Adams, Stacey Morrison, Matilda Green, Suzanne Paul and Megan Alatini – to name just a few.

There will also be insights from prominent female clinicians and healthcare experts including Dr Eileen Sables, Dr Alex Lafaele, Dr Lee Mathias, Dr Olivia Smart, Dr Amelia Ryan, Dr Bev Lawton, Dr Jenny Kruger, Lily Henderson and Michelle Kasey. 

Additional partners include My Food Bag Fresh Start, The Period Place, Breast Cancer Foundation NZ, Talk Peach Gynaecological Awareness, EttieKits, femfit® by JUNOFEM, MenoMe and Embodyme.

Tend Women's Health Survey: Read the research highlights

Get involved: Download a zip file containing the Media Corporate Pack

10 June 2024

The much-anticipated opening of Tend Pāpāmoa Medical Centre was marked by a special ceremony on Friday led by respected kaumātua and leadership from Ngāi Te Rangi, who blessed the site with a karakia. The new clinic, which will officially open its doors on June 10, 2024, represents a fresh chapter in the provision of healthcare services to the Pāpāmoa community.

"As one journey ends, another one begins to provide more accessible and equitable healthcare," said Dr Mataroria Lyndon, co-founder of Tend acknowledging the closure of the previous Pāpāmoa Pines Medical Centre and the beginning of Tend Pāpāmoa. 

The recent closure of Pāpāmoa Pines Medical Centre in early March 2024 highlighted the urgent need for additional healthcare services in the area, a need that the new Tend Pāpāmoa clinic aims to address. 

As winter approaches, the strain on New Zealand's healthcare system becomes increasingly evident. With GP resources stretched to their limits, the opening of a new medical clinic in Pāpāmoa is a welcome relief for patients, manawhenua, and the wider community.

New Zealand has been grappling with a critical shortage of General Practitioners (GPs) for several years. The pressures on the healthcare system are particularly pronounced in rapidly growing areas like Pāpāmoa, where the demand for medical services often outstrips supply. This imbalance has led to longer wait times, reduced access to care, and increased stress on existing medical facilities and staff.

The opening of Tend Pāpāmoa comes at a critical juncture, says Cecilia Robinson, Founder and Co-CEO of Tend Health. “As winter illnesses begin to surge, the availability of a new medical facility is incredibly exciting and provides a beacon of hope for residents. Our goal is to ensure that the Pāpāmoa community have access to timely and high-quality medical care, especially as we head into winter when demand for healthcare services typically increases."

Tend Health is known for its innovative approach to healthcare delivery, leveraging technology to improve patient access and reduce administrative burdens on clinicians. The new clinic will incorporate these innovations, making healthcare more convenient and accessible.

The Tend Pāpāmoa Medical Centre will also offer digital healthcare services, which have proven to be highly effective in reducing wait times. The "Online Now" urgent care service, for example, offers virtual appointments, this service will be crucial during the winter months, allowing patients to timely access 7am to 9pm seven days a week.

"Our commitment to delivering the best healthcare experiences is at the very heart of what we do. We believe healthcare should be equitable, accessible, and designed for you and your whānau," Robinson concluded. "We hope that the opening of Tend Pāpāmoa, coupled with the recent integration of Tend Bethlehem, Tend Greerton and Tend South City in the Bay of Plenty, offers hope to the local community."

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6 June 2024‍

Opinion as featured in the New Zealand Herald.

Last weekend the Australian Sun reported that Australian teenagers are facing a major health crisis due to toxic social media. Rates of suicide, self-harm, and eating disorders among children under 19 have surged dramatically, with eating disorders up 200 per cent over the past 12 years.

Experts link this to the explosive rise of social media. A strong movement is now pushing the federal government to raise the social media access age limit to 16. This alarming situation in Australia should serve as a wake-up call for New Zealand, as we are witnessing the same troubling trends here. In New Zealand, anxiety diagnoses among young men increased by 131 per cent from 2011 to 2020, while among young women, they surged by 259 per cent over the same period.

Additionally, hospitalisations for intentional self-harm among males aged 15-19 rose by 115 per cent from 2010 to 2019, and among young women the increase was 138 per cent, according to American sociologist Dr Jonathan Haidt. So what happened? Haidt has researched this phenomenon and found rates of depression, anxiety, and self-harm among teenagers began skyrocketing around 2012-2013, after being stable for more than a decade before this period.

He states the “great rewiring of childhood” occurred between 2010 and 2015. This shift led away from a “play-based childhood” to a “phone-based childhood”, where teens spend most of their waking hours on their phones. By 2015, most teens had smartphones and were heavily using social media platforms such as Instagram and Snapchat.

As an employer, I’ve noticed a significant shift in Gen Z compared to millennials from just a decade ago. Many young people today are less accustomed to face-to-face interactions, preferring to message or text rather than converse or call. Additionally, anxiety is prevalent in this generation, impacting their communication preferences and interpersonal skills.

Many of the teenagers I encounter are glued to their phones, which Haidt discusses in his research. For girls, the main issue is social media, while for boys, it’s gaming, although the latter is generally less problematic. Opponents of Haidt’s theory argue the rise in teen mental health issues could be due to other factors, such as increased diagnosis rates, racism, poverty, or that the trends observed in the US do not apply globally.

However, Haidt’s extensive research counters these points with compelling evidence. He demonstrates the surge in rates of depression, anxiety, and self-harm around 2012-2013 coincided with the widespread adoption of smartphones and social media. These trends are consistent across multiple countries, indicating an international issue linked to the “great rewiring of childhood” between 2010 and 2015, when smartphones became prevalent.

The evidence, encompassing correlational, longitudinal, and experimental studies, along with eyewitness testimony, overwhelmingly supports the conclusion that the increase in mental health problems among teens is tied to the rise of social media and smartphone use, not other socio-economic factors. While research in New Zealand is limited, Dr Samantha Marsh recently published a study on children’s screen use in Aotearoa. Parents report extensive screen use by their adolescents, which often occurs through the night, impacting their sleep.

Parents reported witnessing addict-like behaviour in their kids, and worried about exposure to harmful and trivial content. Other concerns included their children increasingly living in a virtual world, and the negative impacts of screens on their teen’s physical, mental, and cognitive wellbeing. Parents in the study also reported barriers to managing screens. These included wanting to avoid conflict with their children, difficulties with consistency or follow-through on rules, and a lack of parental technical knowledge.

So what is the solution? While some argue further education for parents is needed to reduce or prevent smartphone usage among children, the potential for harm makes this situation similar to the regulation of alcohol, tobacco, and driving. Therefore, I believe smartphones should be banned for individuals under 16 years old. By implementing such a ban, we can protect the mental health and cognitive development of adolescents during these crucial years. Sixteen may sound arbitrary but between the ages of 10 and 16, children experience significant brain development.

This measure would help mitigate the negative effects of excessive screen time and social media use, ensuring young people have the opportunity to develop essential life skills without the constant distractions and pressures of the digital world. With mounting evidence, governments worldwide will likely begin enforcing bans on smartphones and social media for adolescents within the next decade. The spiralling societal costs will necessitate action.

Marsh supports a ban, stating: “Barriers to getting kids off screens were also included, and I think these are important because if we banned these devices, it would remove a lot of conflict in the home.” With the strong movement to push the federal government in Australia for legislative change, it seems as if Australia may get ahead of us again. So the question is, will New Zealand be a follower or a leader? I hope for the latter.

14 May 2024‍

Opinion as featured in the New Zealand Herald.

We need to stop asking the question, “How long is the wait time to see your GP?” Instead, we need to ask the question, “How long is the wait time to access your primary care team?”

While many perceive primary healthcare as the backbone of our community, readily available at all times, the stark reality reveals otherwise. Healthcare resources are finite, leading to significant shortcomings in serving our population adequately, and the reality is this is only set to get worse.

Martin Hefford, director of the national agency’s living well division, stated in a webinar last week that the system currently lacks about 200 GPs. He projected this shortage could increase up to 1000 by 2033 due to factors such as an ageing population and rising healthcare demands, despite a record intake of 234 GP trainees this year. Compounding these challenges is an ageing workforce, with 37 per cent of GPs planning to retire within the next five years.

In addition, healthcare needs are becoming more complex. GP visits have surged by 2.2 million since 2008, and the strain on the system is evident as one in three practices (34 per cent) are no longer accepting new patients, marking a fourfold increase since 2019.

By 2028, projections indicate one in every five individuals will be 65 or older, signalling a significant demographic shift. Additionally, by 2042, one in three children is expected to identify as Māori, who experience higher health inequities. These changing demographics also coincide with a rise in complex health issues, especially among the elderly, who often need multiple medications.

Lifestyle factors are also impacting health, with three in 10 New Zealanders having a BMI over 30, contributing to increased rates of diabetes, cardiovascular diseases and certain cancers. Moreover, mental health is a critical issue, with one in four young adults experiencing significant psychological distress.

As each GP typically manages around 1500 patients, with up to 1000 less GPs, this could leave approximately 1.5 million New Zealanders without a primary care provider. Therefore, the GP workforce crisis represents a critical issue that demands a significant rethinking of our approach to delivering primary care.

So, what should we do? Well, we need to make the GP role more appealing to new doctors and improve their working conditions. Because who wants to be a GP in a sector that’s in crisis?

Therefore, the first step must be to appropriately value our current workforce. We need to improve working conditions and raise funding for our current GPs to prevent burnout as resources dwindle. Additionally, we need to encourage those nearing retirement to stay in the workforce. We should consider implementing a retention strategy that makes continuing to work a viable option for GPs.

GPs also need to be empowered to delegate less complex health issues to other qualified providers, without being penalised at a funding level. The primary care model will have to evolve towards a hospital-like structure, where GPs supervise a team of clinicians, providing guidance and oversight instead of being on the front line at all times.

Of course, many GPs already operate in this way, even when the financial incentives do not align with this form of care delivery. Despite these efforts by individual practitioners, the significant disparities in healthcare funding across fragmented primary health organisations (PHOs) remain a pressing concern, with some PHOs creating barriers that lead to unequal access to healthcare services, underscoring the need for systemic change.

For instance, one PHO in Auckland might provide patients with free sexual health checks, post-natal check-ups for mothers and mental health support, while another in the same city offers none of these funded services. Given the funding influence of PHOs, such inconsistencies perpetuate a postcode lottery in healthcare access.

Another example is the role of health improvement practitioners (HIPs) and health coaches, with funding provided by Health New Zealand - Te Whatu Ora to PHOs, who hold the purse strings on community allocation. Instead, this funding should be directly accessible to front-line primary healthcare providers, enabling them to allocate resources in the best interests of their communities and patients.

The public also has a role to play in alleviating the strain on GPs. Not every sniffle requires a visit to the doctor. There are also many other skilled health professionals who can provide care, including nurse practitioners, nurses, pharmacists, physiotherapists and mental health coaches, among others.

But the public needs to choose alternative care providers and the Government needs to provide adequate funding to support a clinical teams model without GPs being penalised for diversifying their workforce.

If the Government is genuinely committed to resolving our primary healthcare crisis, it must foster the right operating environment and put the right incentives in place. This involves shifting the focus from the question, “How long is the wait time to see your GP?” to “How long is the wait time to access your primary care team?”

This change underscores a move towards a more collaborative and efficient primary care model which can be sustainable into the future.

5 May 2024‍

Opinion as featured in the New Zealand Herald.

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Throughout history, pivotal decisions have profoundly shaped societal norms and public welfare. For example, New Zealand’s groundbreaking 1893 decision to grant women the right to vote significantly advanced gender equality. Similarly, measures like raising the age of consent, tightening restrictions on tobacco sales to minors, and mandating seatbelt use have collectively enhanced societal safety and welfare, setting precedents for future generations. Today, we face a similar crossroads with regard to children’s access to smartphones.

The Government’s decision to ban the use of phones in schools is a significant and commendable step. While I deeply appreciate this move, I would urge the Government to go even further by implementing a ban on smartphones for children under 16.

As a parent of three, with an almost-12-year-old, my husband and I have consistently taken a stricter approach to limiting our children’s exposure to digital devices. When our son turned 11, we gave him a basic Nokia brick phone rather than a smartphone. This decision reflects our commitment to delaying his exposure to smartphones while ensuring we can still stay in contact with him during his hour-long daily commute.

However, most of his friends already have smartphones.

Research from the UK states a staggering 97 per cent of 12-year-olds in Britain own a smartphone. This widespread access has not come without consequences. Research reveals the detrimental effects of these devices, such as exposure to inappropriate content, increased risk of addiction, and significant mental health issues. These problems are exacerbated by the omnipresence of social media that can lead to cyberbullying, body image issues, and overall lower self-esteem.

Moreover, the social implications of restricting smartphone use are also significant. For instance, our son, starting at a new school, found himself somewhat isolated because most of his new friends communicated primarily through platforms such as Snapchat. This dichotomy between connectivity and isolation poses a complex challenge for parents navigating the digital landscape with their children.

Most parents want to do the right thing and believe they can effectively regulate the content their children access online, but this often proves to be a misconception. Several of my friends have recounted instances where their children circumvented parental controls, either by altering the settings themselves or by finding loopholes in the safeguards meant to protect them.

This challenge underscores a broader dilemma many parents face: the fear of social isolation if their child does not have a smartphone. Consequently, many parents yield to peer pressure, choosing to provide smartphones to avoid this isolation. In our family, addressing this complex issue has required us to maintain open and honest communication with our son. This approach is vital, particularly in an environment where many parents are battling their own smartphone addictions.

In fact, tech companies invest billions in making apps and devices intentionally addictive, affecting young brains in ways similar to gambling. One disturbing statistic from a study is that one in five teens engages with YouTube “almost constantly”. This level of engagement has tangible effects on mental health, with heavy social media use linked to a 50 per cent increase in depressive symptoms among girls, compared with 35 per cent for boys, highlighting a gender disparity in the impact of these technologies.

In my role, I am confronted daily with the rising tide of mental health issues among youth. This is occurring in an environment where our healthcare resources are already stretched thin. Given this context, it is critical to re-evaluate the role of potentially harmful digital tools in the lives of our children.

Opponents argue phones are essential for classroom research, yet viable non-smartphone alternatives exist. I believe reliance on smartphones is unnecessary before age 16. Furthermore, education on responsible device usage should be introduced after age 16, when the brain is better equipped to handle the digital world.

Meanwhile, the evidence is clear and compelling — as a society that has historically regulated substances such as alcohol and tobacco to protect our young, it is logical and necessary to extend these protections to include the risks associated with digital device use among youth.

Therefore, I urge the Government to take a bold step further by considering a ban on smartphones for those under 16 in New Zealand. This measure would not only safeguard our children’s mental and physical health, but could set a global precedent similar to the way we led the world in granting women the right to vote.

Let’s start a movement to make New Zealand the first country to regulate smartphone use among children. Who’s with me? Together, we can make the decision to help protect our young generation from excessive digital exposure and set a positive example for the world, significantly enhancing the health and wellbeing of our children.

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25 April 2024‍

Opinion as featured in the New Zealand Herald

The recent issues surrounding the new Tōtara Haumaru hospital on the North Shore, which remains unopened due to staffing and budgetary issues, serve as a poignant reminder of the misplaced priorities in our healthcare spending.

While it’s tempting to invest in grand new facilities like Tōtara Haumaru, with its innovative healing garden and state-of-the-art surgical suites, these investments miss the mark if the basic healthcare needs of the community are not met first.

It is well known that primary care is the cornerstone of a functional healthcare system. It is where prevention happens, where chronic diseases are managed, and where minor issues are treated before they escalate into emergencies that require hospital care.

By strengthening primary care, we can reduce the demand for hospitalisations, and emergency department visits, thereby easing the burden on our healthcare infrastructure.

Highlighting the critical role of primary care in preventing escalating healthcare demands, a reduction in GP consultations could potentially double emergency department presentations. Moreover, the financial disparities in delivering primary care versus tertiary care are well documented; for instance, in Australia, the government spends about $595.17 on a non-admitted emergency department visit compared to just $76.95 for a GP consultation.

In Canada, improved access to primary care is linked with up to a 30 per cent reduction in hospitalisations for conditions such as diabetes and hypertension. This dramatic difference highlights the economic benefit of strengthening primary care to address health issues before they escalate into costly hospital care. Investing in primary care yields substantial returns, significantly reducing hospital stays and thereby not only saving costs but also improving health outcomes.

This investment strategy extends beyond mere financial savings, fostering a healthier population and enhancing overall quality of life, making it a pivotal and life-enhancing approach to healthcare management.

The benefits of robust primary care are even more significant for underserved communities, such as Māori, Pasifika, and those living in rural areas. These groups often face the greatest barriers to healthcare access and have higher rates of health inequities.

Strengthening primary care can not only help reduce these inequities but also supports the health system’s sustainability by preventing manageable conditions from becoming acute crises. For a government that is focused on outcome-based initiatives, primary healthcare should be an easy investment thesis. In the upcoming healthcare budget, the Government stands at a pivotal crossroads, with an opportunity to make a transformative investment in our nation’s health.

Should the proposed increase in funding be minimal, it will not adequately address the profound challenges facing our primary care system. An underwhelming allocation of resources risks leaving primary care facilities unable to maintain access or enhance services and risks having long-standing GPs exiting the profession faster than anticipated.

Consequently, this limitation could place undue strain on already overstretched hospitals and aged care services, inhibiting their ability to deliver comprehensive care.

A substantial boost in funding for primary care is not just a matter of budget allocation; it is an investment in the very fabric of our society’s health and wellbeing. Without it, we risk continuing the cycle of reactive healthcare, where more resources are consistently funnelled into emergency and acute care settings — areas that could have been less burdened had there been adequate preventative care measures in place.

In addition, once the funding has been confirmed, it’s crucial to scrutinise the funding distribution process, as too often, the intended funds do not reach primary care providers directly. This issue is especially evident with mental health and health improvement practitioners, including health coaches, who are vital in primary care settings but the primary care provider, not receiving the direct funding instead these are provided by PHO’s, without the funding reaching frontline primary care. This gap underscores the need for a more transparent and effective distribution mechanism to ensure that resources are utilised where they are most needed.

So, while new hospitals like Tōtara Haumaru are impressive, they should not come at the expense of primary care—the real frontline of health prevention.

We need a strategic shift in our health budget to prioritise primary care, ensuring it receives the support necessary to fulfil its critical role. This is how we build a healthcare system that not only saves money but also, more importantly, saves lives.

‍- Cecilia Robinson is a founder and co-CEO of primary care provider Tend Health

27 March 2024

We are beyond thrilled to announce that our co-founder and CEO Cecilia Robinson has been named New Zealand Innovator of the Year at the Kiwibank New Zealander of the Year Awards. This prestigious recognition is a testament to Cecilia's leadership, vision for the future of healthcare, and steadfast commitment to making a difference to the lives of all Kiwis.

Cecilia is a true entrepreneur at heart and has a remarkable ability to inspire and empower people. She leads by example - with her unwavering determination, infectious energy, and relentless drive to innovate.  Cecilia's personal health experiences have motivated her to dedicate the rest of her life to improving healthcare outcomes for our tamariki. 

Also humble, Cecilia extended the award to the entire Tend team, recognising that innovation doesn't happen in isolation, it is a reflection of our combined mahitahi.

We are incredibly proud to work alongside such an exceptional leader and are excited to continue our mission of making New Zealanders the healthiest people in the world under Cecilia's guidance.

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An excerpt from her acceptance speech:

“I wanted to share one of my favourite quotes by Swedish author Astrid Lindgren: 

"Allt stort som skedde i världen skedde först i någon människas fantasi."

In English, it translates to, "Everything great that ever happened in the world, first happened in someone's imagination."

This quote holds true for our journey at Tend. However, innovation and progress never occur in isolation. They are the result of our mahitahi - our collaboration of diverse backgrounds, skills, and perspectives. 

When you ask "Do we need to innovate, everyone says YES," but leading innovation takes courage. The team at Tend’s commitment to innovation is inspiring and crucial to shaping the future of healthcare. Thank you for your dedication and creativity in pushing boundaries and making a positive impact.

Tend isn't your regular Kiwi start-up, we're not talking about going global. Instead, we're innovating in a category that impacts each and every one of us. We're rebuilding our healthcare system from the ground up.

Healthcare may not always seem glamorous; it exposes our country at its most vulnerable. Every day, we tackle some of New Zealand's biggest and most complex issues. But amidst the challenges, we are making progress. We are innovating - together.

Let's continue to collaborate, innovate, and push boundaries as we work towards our shared vision of a healthier future for all.”

Tend and Innovation

Operating at the forefront of primary healthcare and technology innovation, Tend has rapidly emerged as one of Aotearoa's largest primary care providers in just three years. With over 130,000 patients enrolled across 25 clinics and nearly 500 team members, Tend is revolutionising a sector grappling with challenges.

Innovation lies at the heart of Tend's mission to transform healthcare. By harnessing cutting-edge technology, Tend is reshaping primary care delivery and addressing critical areas of need.

Tend’s commitment to innovation spans three key pillars: access, equity, and workforce enhancement. Recognising the pressing need for improved access to healthcare services, Tend has improved and streamlined processes to significantly reduce wait times. 

The team at Tend is dedicated to promoting health equity by addressing disparities in healthcare access and outcomes. Their targeted initiatives have led to remarkable improvements, including a sevenfold increase in Pacifica enrolments and more than doubling Maori enrolments at one of the recent clinics that was integrated.

Furthermore, Tend prioritises their workforce, understanding that empowered and satisfied clinicians are essential for delivering quality care. By leveraging technology Tend aims to reduce administrative burdens, boost clinician satisfaction, and use AI to enhance workforce productivity. Through these efforts, Tend is making tangible strides towards a more inclusive and effective healthcare system for all.

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8 March 2024

Cecilia Robinson, Founder & Co-CEO of Kiwi-owned healthcare company Tend Health, expressed her dismay at the Pāpāmoa Pines Medical Centre's closure, stressing its significant impact on the local community. "Closing Pāpāmoa Pines is a major blow, particularly to the 6,000 patients," she noted, citing GP shortages and funding issues as critical factors."Our sympathies lie with the Pāpāmoa Pines team, whose dedication to healthcare in this rapidly growing area has been unwavering," she added.

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Robinson also outlined Tend's proactive approach to this situation, confirming that the centre will reopen with a Tend medical centre. "In response to the closure, we have been working alongside the Pāpāmoa Pines team to reach a practical solution for quite some time. I'm pleased to share that we plan to reopen the medical centre in June 2024, confirming our commitment to ensuring that Pāpāmoa residents continue to receive the essential healthcare services they deserve, within their own community," she stated, reflecting Tend's dedication to meeting the healthcare needs of the Pāpāmoa community.

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"Our preparations are already well underway," stated Ms Robinson, as she shed light on the dedication to the local community and the ongoing integration already underway to integrate the four local Tauranga clinics, Chadwick Healthcare, with Tend. "We are already deeply invested in this community and are committed to integrating our Chadwick practises with our technology and operational process. We recognise the significance of this transition period and are acutely aware of its potential impacts on both our team and the community we support."

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Robinson asked for support from the community, emphasising the importance of keeping medical services open and accessible in Aotearoa. "In these times of change, we urge the community for support and patience. Change is challenging, but we're dedicated to a smooth transition," she stated. "We have evidence that post integration satisfaction and timely access to care will improve for our patients."
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Robinson said that Tend's dedication to tackling systemic issues within the healthcare sector, highlighted the organisation's comprehensive strategy. "Our focus stretches far beyond merely reopening the centre," she remarked. "We're actively addressing the wider systemic challenges inherent in primary care. Our efforts are centred on enhancing accessibility, improving health equity, and, crucially, alleviating the administrative burdens for clinicians."

"Our technology aims to alleviate the administrative burden on healthcare professionals, enabling them to devote more time to patient care," Dr Graham Denyer, Tends Chief Medical Officer added. "Following the launch of our app's test results feature, we've seen a 59% reduction in clinicians' time spent informing patients of their results."

Another cornerstone priority for Tend is the commitment to health equity which has seen a significant ethnic shift in enrolments following integration of a medical centre into Tend. The share of new Māori enrolments have more than doubled and for Pasifika it has increased seven times more than the existing patient cohort"
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"Tend Health is committed to using our technology to improve health equity and enhance healthcare accessibility, particularly in underserved communities and rural areas," stated Robinson.

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Tend is also showcasing the potential for shorter wait times, both in-person and online. Dr. Denyer highlighted the efficiency of Tend's digital healthcare services, which make up 35% of all consultations. The "Online Now" urgent care service has transformed consultation access, offering virtual appointments with an average wait time of just 2.4 hours.
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Dr. Denyer elaborated on the initiative's goal to ensure prompt healthcare access and lessen the burden on urgent care centres and A&E departments for conditions that can be effectively managed online. "Our prompt access approach allows patients to receive care swiftly, with 95% of patients stating that their needs were met through this channel," he said.

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"Our commitment to delivering the best healthcare experiences is at the very heart of what we do. We believe healthcare should be equitable, accessible, and designed for you and your whānau," Robinson concluded, “We hope that the planned reopening of Pāpāmoa, coupled with the integration of Chadwick Healthcare Group in the Bay of Plenty, offers hope to the local community”.

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