Appointments

An appointment is required if you have a non-urgent condition or routine problem to consult with our doctors. We request that you make a longer appointment if you have a complex or multiple problems to attend to, or require detailed forms to complete. This assists our doctors attend to your needs adequately and helps prevent lengthy waiting times by running late.

On-Line Appointments

You can book your appointments on-line 24/7 via our website. Simply click on the ‘Book an Appointment’ button on any page of our website and follow the prompts.

Fees

We now bulk bill all patients with a Medicare Card or Veterans Affair card.  Overseas Students with Bupa cover – all accounts will be transmitted straight to Bupa.

Referrals and Prescription Requests

We refer patients when necessary to a wide range of consultants and specialists. Our GPs can give you a referral letter to any specialist of your choice during your consultation. An appointment is always required for referrals.

Requests for prescriptions over the phone are not appropriate if you have not been seen by a doctor within the last three months. It is always advisable to see your doctor for prescriptions if possible. It is the policy of this Practice that all repeat prescriptions and referrals require an appointment.

Once a prescription or radiology/pathology referral is generated in your consultation with your doctor, it is your responsibility to keep these in a safe place until you need to use it.

Results

Please make an appointment to follow-up test results ordered by your doctor. This includes radiological tests such as X-rays and scans. Most routine test results are available 48 hours after they are requested. Some results require more time to be available and generally your doctor will advise you if a longer wait applies to your tests. Results will generally not be provided over the telephone. Urgent abnormal test results will be brought to your attention by a doctor or one of our staff members. However, the follow-up of your test results is your responsibility and we recommend arranging your follow-up appointment at the time of your test being undertaken. Follow-up appointments for results are generally bulk billed.

Reminder Service

As a commitment to providing a quality preventative medical service, our practice will from time to time send out an invitation to participate in a preventative health screening appointment or activity appropriate to your care. Please contact our friendly reception staff to make an appointment to participate in any invitation received or to receive further information. If you do not wish to participate in our reminder service please let our reception staff know.

Cancellations And Missed Appointments

Please advise our reception staff as early as possible if you need to cancel or change your appointment as this will allow other patients access to a doctor. This is especially important during busy peak times such as winter cold and flu season and busy periods at the start and the end of the week. We reserve the right to charge a cancellation fee for missed appointments. We reserve the right to not allow future appointments to be made if more than 3 are missed without notification.

After Hours Care

In the event our centre is closed, your call will be diverted to Family Home Doctors. The direct number for this service is 1300-MYLOCUM or 1300 695 628.

Phone Policy

To give each patient the best consultation possible, doctors prefer not to be interrupted by phone calls. Practice staff are happy to take a message and the doctor or nurse will return your call as soon as they are available. Emergency calls will always be attended to immediately. In the case of a genuine emergency, please call 000.

Interpreter Service

Our staff are able to arrange an interpreter to assist you or a family member when attending one of our practitioners for a consultation. Please let our staff know if you require this service at the time you book your appointment. A longer appointment will generally be required if using this service.

Access to Medical Records

Transfer of medical records requires your written consent for release to another medical clinic or hospital. Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorised staff. We abide by the Australian Privacy Principles, available at www.privacy.gov.au/health/index.html

Smoking Policy

This practice has a strict no smoking policy.

Your Rights

If you have a problem, we would like to hear about it. Please feel free to talk to your doctor, receptionist or Practice Manager. You may prefer to write to us or use the suggestion box. We take concerns, suggestions and complaints seriously.

Information and Complaints

Questions about privacy and our privacy policy may be discussed with your doctor or our Practice Manager. We welcome your feedback and hope that we can meet your privacy expectations. A copy of our complete Privacy Policy is available for your perusal if required. If you remain dissatisfied you may contact the Federal Privacy Commissioner, GPO Box 5218, Sydney, 2000 or ring the Privacy Hotline on 1300 363 992.