Accessing your personal information/clinical record

How to get your medical records

You have the right to know what personal information we hold about you. As such, you have the right to request that we provide this to you.

  • You can request access to personal information held by us about you. However you do not have the right to immediate access.
  • We have 20 working days to respond to your request. If your request is urgent you must state the reasons why (as provided for in the Privacy Act 2020 ). 
  • Before releasing personal information it will be checked to make sure that confidential information remains confidential and that other people's privacy is protected.
  • Requests must be made in writing. Please use this form.
  • Our staff must offer you reasonable help with making the request, including how you can meet the personal identification requirements.

You also have the right to request correction or alteration of your information. These requests may not always be approved, however in circumstances where they are not, you will be informed of the reason why and a record of your request will be kept.  

To submit a request you can write to:

Clinical Records
Te Whatu Ora Lakes
Rotorua Hospital
Private Bag 3023
Rotorua Mail Centre
Rotorua 3046

Or email: 

Rotorua Hospital: 

Taupō Hospital:


If you are a patient in hospital and wish to view your health information, talk to your nurse or doctor.

The Rotorua Hospital Clinical Records department is open 8am to 4.30pm Monday to Friday (excluding public holidays). 

The Taupō Hospital Clinical Records department is open 8am to 4pm Monday to Friday (excluding public holidays).


How long do you keep records for?

We endeavour to retain all patient records relating to identifiable individuals for a period of at least 10 years from the last date of patient contact with Te Whatu Ora Lakes. 

Records of birthing women are kept for 20 years and children for 25 years.

If you have not had treatment at our hospital for 20 years or more your records may have been destroyed.