Frequently Asked Questions

Frequently Asked Questions

• Does your surgery take new patients?

  All new patients are more than welcome, however, we expect that you book a longer appointment if you’ve had many illnesses diagnosed in the past.

• What are your billing arrangements?

  We are a Mixed-billing practice. Please ask our friendly staff for more details or visit or fees section. You can pay with cash, credit card or Eftpos. We can arrange to get the rebate put directly into your bank account.
  You should also register your bank details directly with medicare.

• How long does a normal appointment last?

  Standard appointments are booked for 10-15 minutes of duration.

  If you feel you will need longer than this, e.g. PAP smear, Counselling, Pre-Employment medicals, RTA medical assessments, etc., please inform the reception staff when making your appointment to allocate adequate time and avoid any inconvenience.

• What happens if I miss my appointment?

  Wherever possible, it would be appreciated if you could ring us to let us know if you are not attending.
  We reserve the right to charge a missed appointment fee of consult and it should at least 12 hours notice of cancellation of appointment not be given.
  Please be aware that this charge is not medicare relatable.
  We also have a policy not to accept the patient any more if they miss 2 appointments in a row or a new patient failed to attend their appointment.

• Do I need an appointment for my results?

  We ask to make a follow-up appointment for your results.
  Your doctor normally actions the results by advising the reception to call you and you may receive a phone SMS/text to come back or a reception staff call. For urgent results, we will try to reach at least 3 times a day followed by a registered post letter.

• Can I get a family member’s test results over the phone?

  Privacy laws make it illegal for us to disclose any information about a patient, even to family members, without their prior consent.

  If you would like a family member to have access to your results, you will need to speak to the doctor beforehand and get a signed consent so a note can be made on your file.

• I just need a script – do I have to make an appointment to see a doctor?

  In general, an appointment needs to be made for the doctor to assess the need for a prescription.

  Where a medication is ongoing, the doctor may write a script without a clinical consultation provided no check-ups need to be done.

  In this instance, there will be an additional charge to cover costs, which is not Medicare rebatable.

• I need a referral letter for my specialist – can I get it backdated?

  Medicare rules prohibit the backdating of referral letters and as such, the doctors at this clinic WILL NOT issue backdated referral letters.

  In addition, we ask that an appointment be made in order for the need for a referral letter to be assessed.

• Why is my doctor running late?

  We try hard to keep to time, however, injured and unexpectedly ill patients can cause delay.

  You can help too, please ask the receptionist to book an extended consultation if you have multiple things to discuss.

  If you are not sure if you will require a longer consultation, ask the receptionist.

• Can I talk to my doctor over the phone?

  Unfortunately, doctors will not generally be able to take patient calls during a consultation.

  You are welcome to leave a message with the reception staff for the doctor to return your call as soon as is practicable.

  If the matter is urgent, please let the staff know about the nature of the urgency so that your call may be dealt with appropriately.

• Will you remind me when I am due for my Pap smear or vaccination?

  Our practice is committed to preventative care and we may send you a reminder notice at certain times to indicate that attendance for preventative health services is required. If you do not wish to be recalled please let reception know.

• How are my medical records kept?

  Your medical record is kept electronically, so that whichever doctor or nurse you see can find what they need to know to help you manage your health.

  Results of most tests are sent to the Practice electronically, so they can be added accurately to your file.

  Many specialist letters are also sent this way. Paper letters are scanned in to your file so they too can be stored electronically. Should you have any further questions, please ask our reception team.