Frequently asked questions

Can I sign up in person to SmartHealth (HealthTap)?

New Zealand residents can sign up to the service by taking photo ID along to the designated areas at the following hospitals: Waikato, Thames, Te Kuiti, Taumarunui or Tokoroa.

You will need to provide a personal email address to receive notifications from SmartHealth.

Once your identity has been verified you will be sent an email containing a link to SmartHealth.

(See getting started for detailed instructions)

Can I sign up online to SmartHealth (HealthTap)?

New Zealand residents can sign up to the service by completing an online form and including a photo or scan of an accepted photo ID as well as a current clear, passport style, selfie. Click here to sign up or see getting started for detailed instructions.

I don't have a personal email address to sign up with. What should I do?

It is important that your email address is personal and private so a good option is to create an email address from:

  • Google - https://accounts.google.com/SignUp
  • Yahoo - https://login.yahoo.com
  • Microsoft - https://www.microsoft.com/en-nz/outlook-com/

I have signed up. What happens now?

After completing the signup process you will be sent an email with a link to SmartHealth to set your password and step through the initial setup.

Once set up you can access SmartHealth at http://smarthealth.healthtap.co.nz(external link)

Can I use SmartHealth if I don't have the internet?

SmartHealth is a virtual (cloud based) service that requires internet access to use all functionality.

What computer technology can I use to access SmartHealth?

Currently SmartHealth supports virtual consults on Windows and Apple Mac computers with the following platform and browser combinations:

Windows: Mozilla Firefox* and Internet Explorer*, Google Chrome Current Version

Apple Mac: Mozilla Firefox* and Safari*, Google Chrome Current Version

* a video plugin is required for these browsers to attend a virtual consultation.

Please note: Microsoft Edge browser is not currently supported.

A free HealthTap mobile application is available from the Apple or Android app stores.  Please note: There is no app in windows store currently.

How do I access SmartHealth (HealthTap)?

Once you are registered you can log in to your account from a browser by going to http://smarthealth.healthtap.co.nz(external link) or by logging in to the free HealthTap mobile application available from the apple or android app stores. 

I have forgotten or want to change my password

To reset your password, please click on Forgot Password? from the Web login page https://smarthealth.healthtap.co.nz(external link) or the login page, if on a mobile device.  You will be prompted to enter your login email address and you will be sent an email which provides a link to reset password now where you will be prompted to provide a new login password.

I want to change my email address

Log in to SmartHealth and click on Settings in the menu. Under Account Settings, click on the existing email address to show an editable field. Edit your email address, enter your current password and click on the Update/Save button. Your email address will now have been changed.

My account has been deactivated how do I fix it?

If you have tried to log in several times unsuccessfully you may see a message that says

"Your account is deactivated. To reactivate, send a request to support@healthtap.com"

To fix the problem, email support@healthtap.com and ask them to reactivate the account associated with your email and they will resolve it as soon as they possibly can.

How do I install the plugin needed for virtual consultations on some browsers?

You will be prompted within the browser if you need to install the plug in. The following instructions can also be used to install the plugin.

Please note: The chrome browser does not need the plug in installed.

Windows:

Installation of the HealthTap Video Plugin on a Windows computer (Mozilla Firefox or Internet Explorer):

  1. Visit https://www.healthtap.com/feelGood/installers/HealthTap-Plugin-windows-v75.msi to download the HealthTap Video Plugin for Windows computers.
  2. Find and open the file on your Computer (in Firefox, please select the blue download arrow in the top right corner of the browser window; in Internet Explorer, please visit your Downloads folder).
  3. You will see an Open File - Security Warning prompt (The publisher could not be verified. Are you sure you want to run this software?). Please select Run to proceed with the installation.
  4. You will encounter the HealthTap Virtual Consults Plug-in Setup Wizard; please select Next, select your installation folder and press Next again, and select Next one more time to confirm the installation.
  5. You may be asked if you would like to allow the following program from an unknown publisher to make changes to this computer? – please select Yes.
  6. After the installation is complete you may initiate a Virtual Consult with a health care professional.
  7. During your first Virtual Consult, please look for a popup in the browser asking for permission for the browser to access and use the plugin. Please allow the browser to access and run HealthTap’s Video Plugin. 
Apple Mac:

Installation of the HealthTap Video Plugin on an Apple Mac computer (Mozilla Firefox or Safari):

  1. Visit https://www.healthtap.com/feelGood/installers/HealthTap_Virtual_Consults_Plugin_v75.pkg to download the HealthTap Video Plugin for Macintosh computers.
  2. Find and open the file on your Computer (in Firefox, please select the blue download arrow in the top right corner of the browser window; in Safari, please visit your “Downloads” folder).
  3. Open the HealthTap_Virtual_Consults_Plugin_v75.pkg file and follow the guided steps to successfully install the HealthTap Virtual Consults Plug-in.
  4. After the installation is complete you may initiate a Virtual Consult with a health care professional.
  5. During your first Virtual Consult, please look for a popup in the browser asking for permission for the browser to access and use the plugin. Please allow the browser to access and run HealthTap’s Video Plugin.

I am having technical problems connecting to SmartHealth

If your problem is not answered within the frequently asked questions then contact SmartHealth support:

Ph: 0800 222 551 or Email: Smarthealth@spark.co.nz

How much 4G data will I use accessing SmartHealth?

The sign-up process, including initial profile set up, would be around 1.5MB.

A video consult would normally operate at between 8MB and 15MB per minute. A 15 minute consult could use 120-225MB.

Live text consults and message consults would probably be less than 100MB, unless there were big attachments being shared.

How to share files with a health care professional

You may share files with your health care professional by adding a selected file during a consultation.

Should you choose to upload files to your account and have them available for future consults, you may do this by clicking on Files (in the left-hand menu if on a web browser or within You on a mobile device).

Files attached during a consult will automatically be added to your files. These are viewable under the File option in the left hand menu.

How do I update my profile?

To update your profile, once logged into your account, please click on Health Profile in the left hand menu.

(See Updating profile guide [PDF, 455 KB])

How to ask a question

Click on Ask Docs in the main menu. There are three options when asking a question.

How do I find answers to my health questions?

To find health care professional’s answers to your questions on SmartHealth, log in and select the Answers link in the left hand menu. To get a general answer, choose the Ask Docs button, type in your question and choose Brief educational answers.

What parts of my consultation are recorded?

The video and audio communication of a virtual consult are not automatically recorded.

Text chat, including notes from the health care professional, are saved in SmartHealth (HealthTap) but do not become part of the medical record.

The health care professional’s notes are stored in SmartHealth (HealthTap) as well as being added to your clinical record at Waikato DHB.