Practice Policies

Our Practice

All patient information and medical records are strictly confidential.  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.

All our records are electronically available to each of the doctors within the practice should you need to see a different doctor than your normal doctor.

Please feel free to talk to your doctor or the practice manager if you have any complaints or suggestions.

Prescriptions and Referrals

New prescriptions and medical referrals require a consultation with your doctor.

Referrals will NOT be backdated.

Repeat, lost or forgotten prescriptions and referrals requested over the phone attract a $20.00 pre-paid administrative fee. Alternatively an appointment can be made, which will be bulk billed. If other issues are also discussed, then the normal consultation fees will apply.


All results are checked daily by our doctors and if deemed necessary you will receive a recall letter to make an appointment to discuss your results.

If the recall is deemed to be more urgent the doctor will phone you directly.

Medical Certificates

Medical certificates require a doctor’s appointment to confirm the correct diagnosis of your illness.

Communication Policies

Replying to phone calls and emails are done at the doctor’s discretion and are generally responded to at the end of their surgery sessions.  If a request is urgent the reception staff will endeavour to pass the message on to the doctor as soon as possible.

Emergency calls will always be put through straight away.

SMS Reminders

Our practice uses an electronic reminder service through HotDoc.  If you do not wish to be on this reminder list – please let us know.

Telephone Calls

Reception Telephones operate between 8.30 a.m. and 5.30 p.m. weekdays and between 8.30 a.m. and 12.00 noon on Saturday.

After Hours

When the surgery is closed please call 13 74 25 for our After Hours Service.

If your call relates to a medical emergency please call ‘000’’ for ambulance assistance.

Transfer of Medical Records

Transfer of Medical Records will incur a fee of $30.00 to cover postage and handling – before the records are sent out.

Interpreter Services

Interpreter services can be arranged for non-speaking English patients through the State and Territory Translation Services.  Please contact our reception staff should you require a booking for this service.

Privacy & Data Protection Policy

Our practice has a written privacy and data protection policy – a copy of which is available on request.