What are the standard appointment times?
A standard appointment is 15 minutes, and this is where one problem is addressed. Please make an appointment for each family member. If you feel more time with the doctor may be required, you are welcome to request a longer appointment. Please inform our receptionists, who are trained to assist you.
If you can no longer attend your appointment, please cancel or reschedule.
Cancellation Fees: A cancellation is considered late when the appointment is cancelled less than 4 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In either case, we will charge the patient a $50 no-show or late cancellation fee.
Can I choose my doctor?
We recognise the value of the doctor-patient relationship. Every effort is made to enable you to see the doctor of your choice. There may be an occasion when you are seen by another doctor in the practice, our records support good communication to facilitate your care. Our doctors practice ethically and independently.
What do I need to bring?
On arrival, please present your current Medicare Card and all Concession Cards at Reception. If you are a new patient, please ensure you have filled out our New Patient Registration Form. It may be helpful to bring any previous medical records. If you don't have them, we can request them from your previous doctor.
Please inform our reception staff of any change to your address, contact information or emergency contact details. You may be asked to complete a patient details update form.
What if I need urgent care?
Please call 000 in an emergency. If you are waiting to see a doctor, please inform Reception if you are in pain or distress, have shortness of breath, chest pain, bleeding, if a rash is present or you have been in an accident prior to arriving.
How do I obtain a medical certificate?
Medical certificates are legal documents. You must book an appointment to obtain these. Medical Certificates cannot be backdated.
How do I obtain repeat prescriptions and ongoing referrals?
It is recommended you book an appointment, so the doctor can accurately assess your needs. Please make an appointment to obtain all prescription unless your doctor has informed you otherwise. If your doctor is able to complete this request without a consult, there may be a $10.00 non-claimable fee which will be at the doctors’ discretion.
Or book login to HotDocs and request a Routine Request for a repeat referrals and on-going referrals. Fees do apply. Click the link below for more details.
Book a Healthcare Appointment Online - HotDoc
Will my doctor do home visits?
Home visits are at the doctors' discretion. They are only available to existing patients attending our clinic, who live locally to the practice. Home visits must be pre-arranged with the doctors and are conducted during surgery hours, after hours house calls may be available in some circumstances.
How do I receive test results?
Please make an appointment to obtain results and reports unless the Doctor instructs you otherwise. You will be contacted to book an appointment if results are considered clinically significant.
Will I get reminders from the practice?
The Practice has a system whereby Patients are contacted for follow-up and preventative health care activities. Our practice participates in the National and State Reminder Registers. Please inform us if you wish to be excluded from these registers.
Can I contact my doctor via phone or email?
Telehealth (consultations via phone or video call) is available if you have attended the practice within the last 12 months. If you have not visited the practice within the last 12 months, you may still be eligible for a telehealth consultation. Please contact reception to find out. Telehealth consultations are not always Bulk Billed, please ask reception if you qualify before making the appointment.
Telehealth appointments may incur a fee which is payable on the day. Telehealth is generally not bulk billed. If bulk billed, a consent form via sms or email must be acknowledged to avoid fees.
Doctors can take calls/respond to emails when time permits. If the doctor is not available an internal email will be sent, and your call or email will be returned as soon as possible. Please inform us if the matter is urgent.
Is the practice wheelchair-accessible?
Wheelchairs can access the surgery easily, we are on ground level with a large automatic entry door. A disabled toilet is available within the practice and within the complex. A wheelchair is available for use within the practice if required.
Can I access an interpreter during my consultation?
The use of qualified medical interpreters is preferred when interpreting is required, and the use of family members/friends/bilingual staff members are only to be used in an emergency when a qualified medical interpreter is not available. This service is available for free to our patients.
Are assistance animals allowed?
Patients are welcome to bring their registered assistance animal to their appointments. Our practice team may ask to sight the assistance animal identity card, badge or harness to identify registration as our practice policy does not allow pets and emotional support animals into the practice. Further information on assistance animals can be found at reception.
Does your practice use AI for scribing purposes?
Some of our doctors use an AI scribe tool that helps writing consultation notes.
This means that the Doctor can have a conversation with you without having to stop and take notes. When the patient leaves, the Doctor checks that the information is correct and then add it to the patient's file. The recording is stored securely and when the Doctor is finished the draft is deleted later.
All notes, letters, and transcriptions are securely stored and are only accessible to authorised personnel in your clinic, for a short period of time nominated by your clinician.
The information captured by an AI scribe is treated with the utmost confidentiality in accordance with the Australian Privacy Principles and the Privacy Act 1988.
Your personal and medical information will not be shared with any unauthorised third parties.
You have the right to withdraw your consent at any time without affecting your ongoing care.