"We Care" for your Health
MIXED BILLING
Patients with a DVA, Pension, Health Care Card and 15 years or below are Bulk Billed for Consultations.
Online Appointment Bookings
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Please Do not enter the clinic if you any symptoms, Call us
COVID SAFETY
Clean your hands often.
Use soap and water, or an alcohol-based hand rub.
Maintain a safe distance from anyone who is coughing or sneezing.
Wear a mask
Stay home if you feel unwell.
Calling in advance allows us to advice you to the right health facility.
Patient Information
Appointments
- Appointments are available with all Doctors.
- Each patient and family member requiring a consultation should have their own appointment time slot.
- If unable to attend an appointment please advise Reception, this will allow us to provide that appointment to another patient in need.
- Walk-ins can be accommodated, however waiting times will vary each day, as Appointments are given priority.
- Appointments should be made for Care Plans, Skin checks, Procedures, Childhood Immunisations, and Pap smears.
- If you require a long consultation please call reception to organise,
- Appointments are available on the day and every effort is made to make the appointment with your doctor of choice.
- Due to unforeseen or emergency cases, appointments can occasionally run overtime. We appreciate your patience and understanding if our doctors are not consistently on time and our staff will endeavour to inform you of delays when known.
- Life-threatening and urgent medical matters are prioritised upon arrival.
- Standard appointments are up to 15 minutes and your Doctor will be able to discuss 1-2 presenting issues at this time.
- Long appointments are 15-30 minutes and your Doctor will be able to discuss more presenting issues or more complex issues in this time.
- If you are unable to keep your appointment, please contact us as soon as possible so we can offer your appointment to another patient who may require it. See our late or missed appointment policy below.
New Patients
- We request that you collect and submit fully completed new patients' information forms and organise a copy of your health summary from your previous Doctor.
- Once we have this information we will book your first appointment.
- Please bring your Medicare card if you have one.
- We are a Mixed Billing Clinic and there might be charges which you would need to be paid on the day of your consult.
Test Results
Test results are not given over the telephone, for medico-legal reasons.
- All results are reviewed by the Doctors when they are received. The practice has a policy for recalling patients where medically appropriate as suggested by their Doctor. Your doctor or nurse will contact you if your doctor needs to see you or discuss your results.
Medical Certificates
- Medical Certificates are legal documents and cannot be issued without actually seeing the Doctor and they cannot be issued retrospectively.
Referral to Specialist
- To ensure best management, Doctors like to discuss your condition with you before referring you to a specialist. Doctors are not permitted by law to backdate specialist referrals, so ensure you have a current referral before you see the specialist.
Travel Vaccination
- Please book an appointment at least 6 – 8 weeks prior to travel to discuss your individual requirements and allow time for any immunisations to be administered and become effective. Some vaccines may require more than one injection.
Telephone and Email Access
- Please call the clinic if you need to contact your GP by phone. The reception staff will send a detailed message to your doctor, who will return your call at their earliest convenience.
- Patients are unable to email the GPs in our practice directly. However, they can contact reception via email to forward correspondence to the GPs where required.
- Please note that no appointments can be made or changed via email.
- Emails will be answered within 2-3 business days.
- Patients should not use email to contact the practice in an emergency.
- Please note that patient health information cannot be transmitted via email. It will be faxed or posted, or available for collection by arrangement.
Reminder and Recall System
- Recalls and reminders are organised by the practice to maintain the continuity of your health care as per Doctors' advice. Recalls are notifiable by SMS, phone call or letter.
- We may send SMS regarding your test results and reports – please let reception know if you wish to opt out of receiving these reminders.
House Calls
- House calls are available to patients as per the Doctors discretion for chronic or palliative medical management. All efforts should be made to bring the patient to the Centre because emergency and complete medical equipment required for treatment cannot be available at house calls.
After Hours
In cases of emergency, please ring 000 for an ambulance or proceed to your nearest hospital.
- Holbrook District Hospital, 30 Bowler St, Holbrook. NSW 2644
Phone: (02) 6036 2522
- Albury Base Hospital, 201 Borella Rd, East Albury NSW 2640
Phone : (02) 6058 4444
- Culcarin Multi-Purpose Service, 57 Balfour Street, Culcarin. NSW 2660.
Phone: (02) 6029 8203
Alternatively,for assistance
- Health Direct on 1800 022 222
- NSW Mental Health Access Line 1800 011 511
- Murrumbidgee Local Health District region Accessline - 1800 800 944
- POISON INFORMATION LINE: 131126
- NURSE-ON-CALL: 1300 60 60 24
Medical Records and Privacy
- All medical records are strictly confidential and the contents cannot be disclosed to anyone without your consent or where justified by law. Our Centre complies with the Federal Privacy Act (1988) and National Privacy Principles, and complies with the NSW Records and Information Privacy Act 2002 No71.
- It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.
- The Privacy policy is always kept in the reception. Please ask the Receptionist if you like a copy.
Disruptive Behaviour
- Verbal or physical abusive behaviour to any team member will not be tolerated.
- You would be asked to leave
- Police may be contacted if a team member feels threatened.
Fees and Charges
MIXED BILLING.
The total cost of the consultation will have to be paid on the day, and then the claim will be lodged with Medicare.
Medicare will reimburse you directly minus the out-of-pocket cost.
Please update your bank account details with Medicare for smoother reimbursement.
Doctors have decided to continue to Bulk Bill anyone who has
• Pension Card
• DVA Card
• Health Care Card
• Or if you are 15 Years or Younger.
All procedures are privately billed for all Patients except DVA Gold card Holders.
The Practice charges various fees associated with procedures like ear syringing, cryotherapy, wound dressings, suture removal, private injections, Implanon insertion and removal, skin checks etc., which cover the use of the treatment room and the nurse's assistance.
Doctors will charge a private fee if you cannot produce a valid Medicare card.
The total amount is payable on the day.
Specific Consultations cannot be billed under Medicare, such as:
- Workers Compensation
- CTP (Compulsory Third Party)
- Travel Vaccine Consults
- Injury Management
- Pre Employment Medical
- Commercial Drivers License Medical
- Travel vaccinations
- Q fever testing and vaccination
Please call our friendly receptionist for a general guide to our practice fee.
LATE NOTICE & MISSED APPOINTMENT
If you are unable to attend, Doctors are happy to reschedule your appointment. Please note they require a minimum of 4 hours' notice.
There will be a charge of $40 or more as per the appointment time booked should you not attend a scheduled appointment or cancel without providing 4 hours' notice.
Why?
- Without adequate notice, Doctor cannot offer the appointment time to another person who needs their help.
An invoice will be send out to you
- Payment Terms: 7 Days from the date of invoice.
- Doctor may refuse to provide further services until owing accounts are paid in full.
- All overdue accounts will incur a late fee and be subject to debt collection.
People who repeatedly miss or reschedule appointments last minute will regretfully be discharged from care by them .
Please note that Doctors understand that sometimes life gets in the way of scheduled appointments, and they will always consider emergency circumstances.
Feedback & Complaints
The practice endeavours to improve and provide the best possible care for your health needs.
- If you have any complaints or suggestions to improve the Practice, you are invited to speak to the Doctor directly or the Directors of The Centre. We believe problems are best dealt with in the Practice.
- If you prefer, you can contact the Health Care Complaints Commission on 1800 043 159.
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