FAQ
How much do I have to pay?
Each doctor sets their own fees for visits and procedures, which change from time to time. Reception staff can provide you with the current fees for your doctor.
To ensure you are billed correctly you are required to show your Medicare and Pension cards to the receptionist on arrival. Private Fees must be paid on the day of your consultation.
What are the billing arrangements?
Payment is required following your consultation. You can pay with cash, credit card or EFTPOS. If you have already registered your bank details with Medicare, when your receipt is processed here, the details can be sent to Medicare and Medicare can credit your rebate within a few days directly to your account. If you prefer, you can go to a Medicare office and claim your rebate straight away. Only the receipt and your Medicare card are necessary if claiming in person.
Are there any situations where I may be bulk billed?
Bulk billing doctors operate from this location. Please check when booking your consultation, if the doctor you have selected will bulk bill.
What is the waiting time like for doctors?
Appointments are necessary at this medical practice and can usually be expected on the day. Urgent matters take priority when necessary. Where you choose to see a part time doctor the wait time may be a week subject to the doctors schedule.
How long is a normal appointment?
A standard appointment is usually up to 15 minutes. Please ask the receptionist to book a long consultation if you need a general check-up, have more than one problem to be dealt with or need a consultation that will include counselling. If the doctor has asked you to arrange an appointment for a procedure, they will indicate how long will be needed for that procedure.
What if I have to cancel or reschedule an appointment?
When circumstances change and you cannot keep a booked appointment, please ensure you notify the reception staff before the appointment time. This allows the appointment to be allocated to another patient. A $25.00 ‘Did Not Attend’ fee will apply if you have not arrived within 15 minutes of your booked appointment time.
Do I need an appointment for a script, referral or certificate?
In most cases, Yes.
Medicare requires that you have a referral letter from your GP to see a specialist. It is illegal for referrals to be backdated. Therefore you should make an appointment at least one week prior to your specialist appointment so that your GP can write a letter containing all the relevant information.
Prescription reviews with your GP are recommended. When you fill your last repeat, make an appointment to see your GP to follow up and arrange your next prescription
A certificate states that the doctor has seen you and that you are fit/unfit. So you do need to be seen if you need a certificate.
Why is my doctor running late?
Please let the receptionist know if you need a longer consultation. General check-ups, excisions, more than one condition to discuss or perhaps a consultation that will include counselling, all take longer than a standard appointment.
Injury and unexpectedly ill patients can and do cause delay as they may be prioritised upon arrival.
Can I get my test results over the phone?
Generally, it helps if you can ring in the afternoon.When the doctor has reviewed your results, a message may be passed to you via the support staff. If the doctor wants to see you for a follow up appointment, you will be contacted by the doctor if urgent or the support staff if non urgent.
Can I get a family member's test results over the phone?
Privacy laws make it illegal to disclose information to another person (even family members) without prior consent.
Can I talk to my doctor over the phone?
Unfortunately, doctors will not generally be able to take patients’ phone calls during a consultation as it is important to keep interruptions to a minimum. The doctor will return your call as soon as is practicable. If the matter is urgent please let staff know the nature of the urgency so that your call can be dealt with appropriately. Many things are best discussed in person, especially as an examination may be needed to sort the problem out.
Can I get any medical advice over the phone?
Medical advice over the phone is not recommended, although the registered nurse may triage with you where the practice has no available appointments on the day.
Do your doctors make home visits?
A GP will make a home visit for a regular patient when it is considered safe and reasonable to do so. This is usually arranged at the end of the doctor’s session.
How are my medical records kept?
Our medical record are kept electronically, so that whichever doctor or nurse you see, can find what they need to know to help you manage your health. Results of blood and xray tests are sent to the Practice electronically, so they can be added accurately to the file. Many specialist letters are now also sent this way, as are hospital discharge summaries. Paper letters are scanned so they can be stored electronically too.
What do I do if I have a complaint or a suggestion?
We would like to improve our service. If you have had any problems with our care, our after-hours emergency cover, or wish to comment on any other matter, please contact us.
Experience has shown that if you have a problem with one of our doctors it is best to speak to him or her first. If you are still unhappy please contact the Practice Manager - Georgia Baker, by
Should the matter not be resolved to your satisfaction after bringing it to our attention you may wish to contact the the Health Care Complaints Commission at:
- Locked Mail Bag 18 Strawberry Hills, NSW, 2012 Phone (02) 9921-9744
How do I contact the doctor after hours?
AFTER HOURS TELEPHONE (07) 4770 7244
If you ring the practice after hours you will hear a recorded message giving the number for the After Hours Doctor On Call. If there are any problems with the answering system, and the matter is urgent, you should present to the Townsville Hospital Emergency Department or call 000 and ask for an Ambulance.
