Appointments
We are an appointment-based practice. Our appointments are made at 15 minute intervals. Please let reception know if you require a long or short appointment as this will assist with the scheduling of patients to avoid extended waiting periods.
As we are a bulk billing practice appointments cancelled, changed, or missed, disadvantages other patients. We ask that you please assist us by notifying us of any cancellations or changes to appointments.
If you need to cancel or change your appointment, our practice requires a minimum of 4 hours notice.
If you fail to notify our practice at least 4 hours prior to your appointment time or do not attend your appointment a $40 fee for a standard appointment or an $80 fee for a double appointment will be incurred.
Further appointments cannot be made until this fee is paid.
Occasionally emergencies/incidents may happen, and this may put a delay on your appointment time. We thank you for your understanding with such occurrences.
If you require a referral, scripts or results an appointment will need to be made with your doctor to comply with the legal and ethical requirements.
Where possible ‘walk ins’ are also available however we may need to make an appointment depending on availability of our GP’s.
Out of practice visits are available for regular patients whose condition prevents them from attending our practice. These are done at the doctor’s discretion.
For alternative modes of communication, patients may use the Translating and Interpreter Service (TIS) and the National Relay Service.
- our practice’s communication policy, including when and how we receive and return telephone calls and electronic communications
Telephone Calls:
Consults with your GP are best dealt with in a face to face manner, however at certain times a telephone or telehealth consult can be booked.
Messages may be left for the attention of your GP and will be dealt with as soon as practical.
Electronic Communications/Mail:
Our practice at times sends and receives patient information regarding appointments, referrals and results via email, facsimile, SMS or letters via post.
If our practice has to send any electronic communication to you, we use your information on our records therefore if any of your information changes please notify us as soon as possible.
Emails, faxes, SMS’s and the mail are checked daily during business hours and actioned as required.
Electronic communications do have the possibility to be compromised, our practice adheres to the Australian Privacy Principles (APPs) when dealing with your information.
If you have an emergency please do not email our practice call 000.
- our practice’s policy for managing patient health information (or its principles and how full details can be obtained from the practice)
Management of Information:
Your medical information and the management of your health information is kept confidential and secure, in accordance with the New South Wales Legislative policy for the privacy act.
Your health information is stored in various forms. We store health information as electronic records.
Electronically stored information is password protected.
Feedback and Complaints:
Patients and other visitors have the opportunity to register their feedback or complaint either verbally to our staff or in writing (letter). You are free to provide feedback or a complain anonymously if desired.
Our feedback and complaint resolution processes involve informing our Practice Manager. All complaints are attempted to be resolved at a practice level. Only if a satisfactory outcome is not reached should the complaint be directed to the Health Care Complaints Commission (HCCC).
You can contact them on:
02 9219 7444 or 1800 043 159
