Fees & Policies


Fees
We are a private billing clinic, meaning all consultations are time-based and attract a fee.  Fees are payable at the time of consultation by cash, cheque, credit card or EFTPOS.  Accounts will not be given.  The AMA fee structure forms the basis of our billing policy and our doctors charge the fees that reflect the time taken and degree of complexity in each consultation.

Fees vary for consultations which occur before 8am, after 6pm and 8pm weekdays, and on Saturday and Sundays. Please call reception if you would like to know more about fees for consultations during these hours.  Our practice is equipped with TYRO and Medicare On-Line.  These facilities allow the surgery to directly lodge your receipt for Medicare refunds, saving time for patients.  Please ask our reception members for any information regarding these rebate options, as well as private fees. 

Our Doctors direct-bill Veterans Gold Card holders.  For Senior Pensioners, Disability Pensioners and Health Care Card Holders, please discuss billing with reception, as you may be entitled to a Discount Fee.

Emergencies
Emergencies will always be given priority and our reception staff will attempt to contact you or update you on the progress of your scheduled appointment.

Prescriptions, referrals and medical certificates
Will not be issued without a consultation.  Please discuss this with your doctor if you have any concerns.   A fee will be charged for all prescriptions or referrals that are issued outside of a consultation and these are in case of emergency only - not routinely.

Privacy and Your Rights
Our Practice Policy states:
"This practice is committed to maintaining the confidentiality of your personal health information.  Your medical record is a confidential document.  It is the policy of this practice to maintain the security of your personal health information at all times and to ensure that this information is only available to authorized members of staff".

We take great measures to ensure this commitment, our Privacy Policy Procedures Document, outlines our policies on privacy issues. 

Complaints
We welcome constructive criticism at this practice.  From time to time, the practice will invite patients to complete a questionnaire on their views of the practice and how it may be improved.  If at any time you are unhappy with the service provided, please speak to the Practice Supervisor or Manager or alternatively please fill out our complaints form from the download forms tab. We will then endevour to get back to you as soon as possible.

If you feel that you need to take any matters further or wish to discuss your complaint with an external party, there are several options including Queensland Health Quality and Complaints Commission on (07) 31205999, GPO Box 3089, Brisbane  QLD  4001
www.hqcc.qld.gov.au

Phone Calls and Electronic Communication
We try to keep interruptions to every patients consultation to a minimum.  You can help us by noting the following:

1.         Please state if it is an emergency.
2.         Please state if the doctor has asked you to call them back, regarding results or to check on your condition.  
            (The doctor will attempt to call you at their earliest opportunity)
3.         There will be no over-the-phone consultations.   

If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will be able to return your call.  

Electronic Communication
You are welcome to e-mail or use our contact us should you have an enquiry, however consultations or questions regarding your health care cannot be conducted via these methods.

We prefer not to send confidential information via electronic means as there is a higher risk of your confidential record being comprimised as it is not encrypted.

Please phone the practice if you have something more urgent to discuss with your preferred G.P, as they may not be able to get to your e-mail on the same day.

For a copy of our Electronic Communications Policy, you may find this under 'Download Forms'.

Social Media
For a copy of our Social Media Policy, you may find this under 'Download Forms'.

Getting the Results of a Test or Procedure
We ask that you phone for your results between the hours of 1.00pm and 5.00pm.  Only the patient aged 15 or over can ring for their results, not another family member or friend, unless verbal or written permission from the patient is given prior.  For patients under the age of 15, the results are given to their primary carer.  Reception staff are directed by the doctor to notify you of their comment on the results.  Your results remain confidential.  Any urgent recalls will be notified by the doctor or the reception team, under the Doctor's direction.  Please make sure you check the status of your results.  It is often necessary for patients to have follow-up appointments to discuss results and to implement further action required for your health care.

Reminders
Our practice is committed to preventative care.  We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care.  Your G.P. will seek your permission to be included on our reminder system.  If you do not wish to be a part of this system, please advise your G.P. or let us know at reception.

SMS Reminders
This practice now has the facility to advise you of health reminders and non-urgent recall appointments by SMS.  Please speak to reception for more information.  Your details remain fully confidential and you will not receive any marketing or promotional material.

Please advise reception if you prefer to not be notified by SMS.

Dressing Packs
Please note, if coming for a dressing or procedure, you may be charged for a dressing or consumables pack.  This is to cover the cost for us to purchase the dressings/consumable packs.

Opening Hours

Monday 7.30am - 5.00pm
Tuesday 7.30am - 5.00pm
Wednesday 7.30am - 5.00pm
Thursday 7.30am - 5.00pm
Friday 7.30am - 5.00pm
Saturday 8.00am - 11.30am
Sunday 9.00am - 1.00pm (Morningside Clinic)

Phones open 7.00am Weekdays, 7.30am Saturdays, and 8.30am on Sundays

Download Forms Book an Appointment