Practice Policy

  • Appointments
  • Our practices run on an appointment system. However, we aim to have "on the day" appointments available for our busier days and walk-in appointments for patients who require a doctor at short notice. Urgent appointments and emergencies will always be allocated to our practice nurse for triage and will be seen by a doctor.

Telephone access

Our administrative and nursing staff may be contacted during normal surgery hours. Doctors do not accept general calls and only return a call if medically necessary. Our doctors will take TeleHealth appointments if you are self-isolating in the current climate. However, they must be booked in like a standard appointment, and the doctor will call you on your desired contact number as best as possible. We will always put your call through to the doctor in an emergency.

Email Communication

Email communication is generally reserved for specialist communications regarding referrals. Emails are normally checked once per day, and it is not the appropriate means of requesting an appointment. Often the appointment times are gone by the time a patient replies with their preferred slot. For this reason and to avoid disappointment, we request you phone the practice to schedule your appointment.

Recalls

Recall appointments are requested when your GP needs to see you for follow-up of a result of correspondence from your specialist or hospital. If you require results and are unable to attend a face-to-face consultation, a TeleHealth appointment may be scheduled.

Reminder System

Our practice is committed to preventative care. Your doctor will seek your permission to be included in our reminder system. We may issue you with a reminder notice to offer you preventative health services appropriate to your care from time to time. We also participate in state/territory reminder systems. If not, please let your doctor or receptionists know if you do not wish to be part of these systems.

Home Visits

These are available upon request by your regular GP if appropriate and deemed medically necessary.

Your rights, Complaints and Suggestions

We encourage all patients to leave feedback regarding their visit and endeavor to improve our services using this feedback. If you have any complaints or suggestions, we would like to hear about them. Please feel free to talk to your doctor or receptionist. You may prefer to write in our suggestion box. We take your concerns, suggestions and complaints seriously.

However, if you wish to take the matter further and feel that you need to discuss the matter outside the surgery, contact the Healthcare Complaints Commission, details over the page. Health Care Complaints Commission Level 13, 323 Castlereagh Street Sydney NSW 2000 Locked Bag 18 Strawberry Hills NSW 2012 Phone: 1800 043 159 (Toll-Free) or (02) 9219-7444 Fax: (02) 9281 4585