FAQ

Do you Bulk Bill?

No. We are a mixed billing practice and generally do not bulk bill our patients. For more information see our fees section.

Do you accept Walk-in patients?

We only accept walk-ins if it there is an opening on the day.

Do you have a Cancellation fee or charge for missed appointments?

Due to the busy nature of general practice and longer wait times, we will charge a patient if they do not attend an appointment and fail to let us know within a reasonable time-frame. This is not a “money-making” incentive, but rather an opportunity to make sure patients appreciate the value of the doctors time.

If a patient fails to attend or cancels within 3 hours of their appointment time and cannot provide a valid reason, we reserve the right to charge a fee of $30. This is to be charged at the discretion of the doctors.

Management of your personal Records

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the ten National Privacy Principles available at http://www.privacy.gov.au/health/index.html.

Our Privacy Policy is available for download here

NB: The practice participates in state and national recall and reminder systems such as Breast Screen, Australian Immunisation Register, Bowelscreen etc. If you do not wish to participate please let us know.

Transfer of Notes

If you wish to change practices, you will need to fill out a form at your new practice. They will then fax it over to us and we will arrange for your a detailed health summary (including recent results and consult) notes to be faxed over to them within 14 days.

If your new GP would like a copy of your full file, they will need to fax back the cover letter saying that they will accept the file format. There is a charge of $35 for this service to cover the costs of USB and registered post.

We will not release your notes without your WRITTEN consent.

Can I have a copy of my notes?

We do not generally give patients a copy of their records. If you wish to access them, you must speak to your doctor and then fill out a form from reception.

Can I get a doctor to call me?

Doctors are usually able to discuss results of tests and other simple matters over the phone, but will not interrupt consultations except in an emergency. It is best to request a phone consult in these situations or leave a message with the receptionist if it’s something urgent.

Do you send emails/Have an email address?

We don’t usually send medical information in emails as it is not deemed medically secure. We will only do it in exceptional circumstance or with your consent.

Whilst we do have a practice email, we don’t regularly give it out to patients as we would prefer this not to be a primary method of communication. However, if you require it to send through images or reports to aid in your consultation, please phone our reception staff who will be happy to give it to you.

Patient feedback

We are always grateful for any suggestions as to how we might improve the service we provide our patients. If you are unhappy with any aspect of the care provided by the practice we would prefer you to let us know about it either by telling your doctor or receptionist or by using the contact form on our website. We also have a suggestion box in our front foyer, which is checked regularly. If the complaint is serious in nature or if you request it, the practice principal can then contact you to provide a possible resolution.

If you feel there is a problem you need to take up outside the practice you can contact: The Health Care Complaints Commission, Locked Bag 18, Strawberry Hills, Telephone 1800 043 159