Information

Doctors do not take telephone calls from their patients during consultations, however, urgent medical situations will be triaged by our Nurses. Please also remember that the most appropriate way to discuss results, or to obtain a new script or referral, is to make an appointment with your Doctor. 

Your medical record is a 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 your doctor and authorised members of staff. The practice complies with the Australian Privacy Principles. A policy document is available on request.

Please phone (02) 4658 0580 for an appointment with your doctor. Every effort will be made to accommodate your preferred time. The length of consultations will vary according to individual patient needs. A standard appointment is 15 minutes and if you ask for a long appointment this will be booked as 30 minutes. Patients are encouraged to ask for a longer appointment with their doctor if they think it is necessary. Our practice endeavours to support doctors to accommodate their patients with urgent medical matters even when they are fully booked.

Your doctor structures their fees to reflect the time you spend with your doctor, the complexity of your issues, as well as the number of procedures performed during your consultation. Fees are payable at the time of consultation. The AMA fee structure forms the basis of your doctor's billing policy. All concession card holders may be charged at a discounted rate as well as children under 16 years of age. 

WorkCover charges may be covered by your employers WorkCover insurance. However, this is not guaranteed and depends on whether your claim is accepted. If you do not have a current claim number you will be required to pay your account at the time of consultation and then claim through your employer.

The most effective and appropriate way of discussing test results, obtaining referrals and renewing prescriptions is by appointment with your doctor. Patients are also reminded of their responsibility for their own healthcare as your doctor is unable to fulfil requests for scripts received over the phone. We appreciate your cooperation in these matters and believe that they are in your best interest.

If you, or a family member, require an interpreter service, we can organise this for you. Please let one of our receptionists know when you make the appointment with your doctor.

If you have a problem we would like to hear about it. Please feel free to talk to your doctor or one of the receptionists. You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously.

It is a good idea to first discuss your concern with your doctor or our staff to see whether they can work with you to resolve the complaint. If you are not satisfied with their actions you can contact the NSW Health Care Complaints Commission to discuss your complaint.

Engaging in quality improvement activities is an opportunity for the practice to receive feedback and discuss with various stakeholders to consider quality improvement. Quality improvement can relate to many areas of a practice. If you have any suggestions on how we could do things better, please feel free to write us a letter, ask to speak to our Practice Manager or write a comment in our suggestion box found at reception.