Information for people entering MIQ due to the community outbreak

For people with COVID-19 in the community and close contacts entering managed isolation or quarantine facilities.

MIQ is not only an important part of our border measures to keep COVID-19 out of New Zealand, it also plays a key role in our defence during community outbreaks. We now also help to protect the rest of New Zealand from COVID-19 spreading wider in our communities.

We understand the thought of having to stay in managed isolation or quarantine can be challenging. Here is some guidance to help you to plan for your stay in MIQ.

Pack enough supplies to last you 14 days

We recommend you bring everything you need for daily life:

  • Clothes – pack at least a week’s worth of clothing. Each person can have 2 bags of laundry washed during their stay.
  • Medication – please carry with you any medication you need during your stay.
    Toiletries – for example, toothpaste and toothbrush, shaving equipment and sanitary products.
  • Things to entertain yourself and any children you have with you, if applicable. Bring any devices that will help pass the time in the hotel room. There will be free TV and Wi-Fi in your room.

Before you arrive into MIQ let us know of any medical, accessibility and other specific needs you have, and we will do our best to accommodate these before you arrive. Please discuss your requirements with the Public Health team.

Managed isolation and quarantine facilities are safe

  • Managed isolation and quarantine facilities are safe and there is plenty of support.
  • These facilities are staffed by a team of health professionals, hotel and government workers.
  • Your on-site team of registered nurses are available 24 hours a day, 7 days a week to support you if you begin to worry about you or your whanau’s (family’s) physical or mental wellbeing or have any specific health needs.
  • You can also access a mental health clinician at your facility with the support of your on-site registered nurses if needed.

Support provided at our facilities

Accommodation

You will be assigned a room at the quarantine facility for the duration of your stay. This will take into account how many people are with you. Bedding is supplied but there may be some things you can bring from home to make yourself more comfortable.

Food and drinks

Our hotel staff are working very hard to accommodate different needs, including dietary or cultural requirements.

You also have the option to place online orders from local supermarkets during Alert Levels 4 and 3, at your own cost.

Welcome pack

A welcome pack tailored to people coming in from the community has been made available in Samoan and Tongan and work is progressing on having this translated into more Pacific and other languages. This pack explains how to reach out for help and what you can and cannot do during your 14 days of managed isolation. Included in the welcome pack is a range of information on wellbeing support that you may find useful, including a list of helpful services.

Translators

Translators are available on-site to help and support those from the community, especially our vulnerable population.

You will also have access to the Ezispeak service for interpreting and translation services. If you need help or if you have questions during your stay, you can use Ezispeak to get in contact with someone who speaks your language. Ezispeak can be contacted on 0800 472 314 or ezispeak.nz(external link)

Wellbeing

It is normal to not feel right all the time during this period of isolation. While people are in managed isolation due to the New Zealand community outbreak, you will receive regular health checks and wellbeing assessments. Everyone will respond differently. Some people may find it harder than others, so it is important to look after your mental health as well as physical health.

We have free Wi-Fi across all our facilities and we encourage you to have kōrero or talanoa with a support person. The welcome pack mentions some helpful providers you can reach out to.

The on-site team of registered nurses is available 24 hours a day, 7 days a week, to support anyone if you begin to worry about yourself or your whānau’s physical or mental wellbeing, or have any specific health needs. You can also access a mental health clinician at the facility with the support of your on-site registered nurses.

Raising concerns

There are several ways to deal with a situation if you feel unhappy during your stay in MIQ. You will have phone numbers of several people within an isolation facility you can talk to for immediate support, and there is also a formal complaints process available.

Download our information sheet

Please see our information sheet for more information on what to expect in a facility and how you will be supported. 

Translations are available in a PDF format for you to download. 

Pacific languages

The pages below include pdf translations as well as videos in a range of Pacific languages to explain what people can expect when they enter MIQ facilities:

Staff are working hard for your safety and comfort

In a fast-changing environment, we are working hard to provide for the safety and comfort of all people staying at our facilities. We want to make the transition to isolation or quarantine as smooth as possible for our staff and our community members.

Although managed isolation facilities are based in hotels, they are not functioning as a hotel usually would. We do our best to meet particular requirements, however we may not be able to accommodate all preferences all of the time.

We understand this situation may be stressful so staff at the facilities are doing their best to make your stay as comfortable as possible. This includes catering for different needs or cultural requirements at short notice.

Our facilities have received very good feedback while supporting over 170,000 returnees to undergo managed isolation and quarantine.

We thank those of you coming into our facilities for doing a huge service to keep yourselves, your families, loved ones, our workers and communities safe.

Please be kind to staff and follow their advice

We understand the thought of having to stay in managed isolation or quarantine can be challenging. Our workers are at the frontline of New Zealand’s defence against COVID-19 and are committed to ensuring your stay is the best it can be, under the circumstances. Please co-operate with them and respect the work they do.

Last updated: 17 September 2021