FAQs
Access to Information
Your personal health information will only be shared in line with applicable privacy laws and at the discretion of your regular general practitioner. Please note that fees may apply for certain requests.
Emails
Email is not a secure platform for sharing private information. Therefore, we advise against sending any confidential details via email. Emails you receive from us will be sent as secure documents. Please be aware that doctors are unable to respond to patient emails.
Appointments
Please arrive on time for your appointment. If you are running late, call our reception team as it may affect your ability to be seen promptly by the doctor. We aim to keep you informed of wait times and, if needed, will offer a rescheduled appointment. We apologise for any inconvenience.
If you prefer a specific doctor, please book in advance. For longer consultations, let reception know so we can accommodate your needs. This practice does not accept walk-ins, except in emergencies. Emergency cases are prioritised and handled accordingly.
Zero Tolerance
Our clinic maintains a zero-tolerance policy for verbal or physical abuse towards our doctors or staff. Any individual displaying such behaviour will be asked to leave, and the authorities will be contacted. Further, smoking is strictly prohibited on clinic premises. Please note, we do not store or prescribe addictive medications on the first visit.
Complaints
All doctors at our clinic work as independent contractors. For any concerns, please discuss them directly with your doctor or contact the practice manager, who can assist you further. If needed, you may also reach out to the Health Complaints Commissioner at 1300 582 113.
Social Media
Our clinic follows a Code of Conduct that extends to online interactions. Please note that we do not engage in patient communications via social media.
Patient Identification
For every visit, please check in at reception and confirm your identity. This helps us ensure we are attending to the correct patient. Present your Medicare card and be ready to confirm your name, address, phone number, and date of birth. If there are updates to your details, kindly let us know. Alternatively, you may write down or present your driver’s license.
Results, Recalls & Reminders
Reception and nursing staff cannot provide test results. To discuss results, please book an appointment with your doctor, ideally seven days after testing (unless otherwise directed).
For recalls, you may be contacted by phone, SMS, email, or letter if your doctor needs to discuss recent test results or follow-ups. Please inform us if you prefer not to participate in this recall service. Our clinic also participates in State and National health registers.
Phone Calls
To speak with a doctor, please schedule an appointment (either face-to-face or telehealth). Our reception staff are trained to manage phone requests and will relay non-urgent messages to doctors, who may respond after their consulting hours.
Cultural Background Details
If you would like to share information about your cultural background, please inform our reception team or your doctor. Should you require an interpreter for your consultation, please let us know in advance, and we will arrange this for you.