CANCELLATION POLICY

We strive to give excellent medical care. With this in mind we request that you give us at least two hours' notice if you wish to cancel or change your appointment. This can allow for other patients to be seen.

A cancellation fee of $35.00 may apply for missed appointments.

A 24-hour cancellation policy applies to all of our allied health practitioners which may result in 50%-100% of the total cost of consultation being charged.

Consultations are by appointment, however every effort is made to accommodate unexpected or urgent consultations. Please advise our friendly reception staff upon calling if you have any urgent concerns.

If you wish to discuss several medical issues, please inform the receptionist that you will need a longer consultation. This will ensure that your needs are met, as well as minimising waiting times for other patients. 

Appointments are usually made at 15 minute intervals. For your first visit a 30 minute appointment is required, to allow more time for your full medical history to be obtained.

If more than one person from your family wishes to see the doctor at the same time, please ensure a separate appointment is made for each family member.

Please advise the receptionist of the reason for making an appointment so we can assist by allocating you the appropriate time with your doctor. If you are unable to attend a booked appointment we greatly appreciate you letting us know as soon as possible.

COMPLAINTS

ZERO TOLERANCE POLICY

Our practice and health care practitioners have a zero tolerance policy for any form of aggressive, threatening or intimidating behaviour (verbal, physical or other) towards any member of staff or other patients.

Any person acting in an aggressive or intimidating manner:

• in person – will be asked to leave the premises immediately, or
• on the phone – the phone call will be ended immediately



Subsequently, the practitioners may no longer provide any further medical care to any person who has engaged in any form of aggressive or intimidating behaviour. In this situation, medical records will be transferred to another medical practitioner nominated by the patient to ensure continuity of patient care.

PRIVACY POLICY

Our practice abides by the ten National Privacy Principles and ensures personal health information is held in strict confidence and only available to members of staff and authorised individuals.

We take your privacy very seriously and for this reason we:



• will not give out patient details or medical information over the phone or email
• will not disclose medical information to your partner or other family member unless specifically agreed
• will not disclose medical information of a child aged 14 or over to a parent unless specifically agreed

Please note that according to legislation and Medicare rules a child aged 14 or over may attend a GP alone and consent to normal medical treatment without the parents knowledge or consent.

If you have any concerns about the use of your personal health information, please speak to your doctor or our Practice Manager Jessica Barbera.