Bookings, Fees & Policies

Billing Arrangements

Effective from 1st JULY 2024:

Tis practice is MIXED-BILLING FOR ALL PATIENTS, meaning ANY appointment will incur a FEE.

Weekday fees:
> Standard Consult: $92.85 (Medicare rebate: $42.85)
> Long Consult: $132.90 (Medicare rebate: $82.90)
Weekend fees:
>Standard Consult: $105.80 (Medicare rebate: $55.80)
>Long Consult: $145.70 (Medicare rebate: $95.70)

PLEASE NOTE: Treatment room procedures (i.e. Ear syringe, cryotherapy, ECG, spirometry etc) will incur additional fees and can only be done on WEEKDAYS. Further, any medical examinations, Centrelink certificates and certain prescriptions (e.g. Schedule 8 medications such as Benzodiazepines or Narcotics) CANNOT be completed on your FIRST APPOINTMENT.

Payment is required on the same day - we do not give out accounts.

Patient fees are at the doctor's discretion. For further information, please speak to our friendly reception staff.

Booking an appointment:

Our standard appointments are 15 minutes long. If you need a longer consultation, If you require a long appointment or a procedure, please advise staff at the time booking.
We offer Walk-in and Telehealth appointments, depending on availability on the day. but will be seen subject to availability.
If you are a new patient, please book via HotDoc, or contact our reception team.
Bookings can also be made online via HotDoc. To book, click here, or download the HotDoc app.
If you require further assistance in making an appointments - The NRS is an Australia wide phone service for people who are deaf or have a hearing or speech impairment. Click here to access this service.

Phone: 133 677

Interpreter & Accessibility Services:

If you or a family member require an interpreter or hearing support services, we can arrange this for you. Please notify us in advance when booking your appointment.

Unable to keep an appointment?

We would really appreciate at least two (2) hours notice if you are unable to keep your appointment. Late cancellations and missed appointments will incur a fee of $40 on weekdays, and $55 on weekends.

Urgent Medical Treatment

If you are experiencing chest pain, bleeding, or difficulty breathing,
please notify reception staff immediately upon arrival.

If you feel faint, severely unwell, or your condition is rapidly worsening, do not wait — seek help from reception without delay.

Confidentiality & Privacy Agreement

Your medical record is 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 authorized members of staff. Due to patient confidentiality' no patient information (personal or medical) will be released to any person over the phone. We abide by the 10 National Privacy Principles available by clicking here. If you want to access or tranfer your medical records,discuss this with reception staff or book an appoitment with your GP. This Practice also uses automation techlologies by using medical object templates for referrals, letter and medical summaries that will ensure we only use the relevant medical information.

Communication Policy – Telephone and Email

Effective communication is a vital part of providing safe, high-quality medical care. Our practice is committed to ensuring that all telephone and email communications are handled in a way that respects patient confidentiality, maintains professionalism, and supports the safe delivery of healthcare.

Telephone communication remains the most appropriate method for patients to contact the practice. To minimise disruptions to consultations and patient care, doctors and the practice nurse are not interrupted for routine telephone calls. Telephone interruptions will only occur in cases of genuine emergency. For all other matters, patients are encouraged to leave a message with our reception staff. Messages are recorded accurately and forwarded promptly to the appropriate clinician. The doctor or practice nurse will endeavour to return the call as soon as possible, depending on clinical workload and urgency.

Email communication is restricted to third-party correspondence only, such as communication with hospitals, lawyers, and other members of the healthcare team. This email address is not intended for personal messages, medical advice, prescription requests, or treatment decisions. For patient safety and to ensure appropriate care, all medical concerns must be addressed during a scheduled appointment. This allows clinicians to review each matter in detail and provide safe, evidence-based care in line with clinical standards.

Patients who wish to speak with a doctor, request a prescription, or seek medical advice are required to contact the practice directly by telephone or through the designated patient portal, if available. This ensures that clinical matters are managed securely and appropriately, and that all patient interactions are documented within the medical record.

By following these guidelines, the practice can ensure that communication processes remain safe, efficient, and respectful of both patients and clinicians. This policy supports the RACGP Standards and reflects our commitment to protecting patient confidentiality while ensuring high-quality healthcare delivery.

Social Media Policy

The practice’s official social media accounts are managed by authorised staff members only. All content posted on these platforms must be professional, respectful, and accurate. Information shared will be general in nature and must never provide individual medical advice, diagnosis, or treatment recommendations. Patients are encouraged to make an appointment with a doctor or nurse for any personal health concerns.

Patient confidentiality is of the highest priority. No identifying patient information, including names, photographs, or case details, is to be shared on social media under any circumstances unless explicit, written consent has been obtained and documented. Even with consent, the practice will carefully consider whether the sharing of such information is necessary and appropriate.

Staff members are reminded that their personal use of social media can impact the practice. When using personal accounts, employees must not present themselves as speaking on behalf of the practice unless authorised to do so. Staff must avoid posting content that could bring the practice into disrepute, compromise professional relationships, or breach confidentiality. Professional boundaries must always be maintained between staff and patients, and staff are discouraged from engaging with patients through personal social media platforms.

The practice does not use social media as a means of clinical communication. Patients should not send messages through social media to request appointments, prescriptions, or medical advice. All clinical communication must occur via telephone, email (where appropriate), or the patient portal. The practice’s social media platforms are for general information and updates only.

By following these guidelines, the practice ensures that social media is used responsibly, ethically, and in a way that supports the values of patient safety, confidentiality, and professionalism. This policy will be reviewed regularly to remain consistent with RACGP standards and evolving best practice in digital communication.

Reminder and Recall System

Our practice uses a recall and reminder system to support patients in managing their healthcare needs. This system is designed to ensure important follow-up appointments and test results are not overlooked, and that patients are encouraged to attend regular health checks where appropriate.

All recalls and reminders are generated using a secure, computerised system. Recalls are used when a test result requires follow-up with your doctor, while reminders are generally issued for routine care, such as immunisations, cervical screening, or chronic disease reviews.

If you would like to be included in the reminder system, please inform your doctor during your consultation. Participation is voluntary, and patients may opt out at any time by notifying the practice. However, we encourage patients to remain in the system to support their ongoing health and wellbeing.

Comments & Complaints

We'd love to hear from you! If you have any feedback and/or constructive suggestions to improve our services, please write to us Attention: Practice Manger. Alternatively you can speak to one of our friendly staff.

For any complaints, please refer to The Office of the Health Ombudsman, website linked here.

Phone: 133 646 (Monday - Friday 9am-4:30pm. Closed on public holidays)

Additionally, you can visit the Australian Commission on Safety and Quality in Health Care website, here.

Phone: (02) 9126 3600