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Frequently
Asked Questions

What is the nature of the engagement between doctors and the practice?

General practitioners working at the practice operate as independent healthcare providers and are not employees of the practice. The practice supplies consulting rooms, facilities, and administrative support, while each GP remains responsible for their own clinical decisions, professional obligations, and consultation fees. As a result, fees may vary between doctors, as individual practitioners determine their own billing arrangements, including whether they offer bulk billing. Patients are encouraged to discuss fees directly with their chosen GP prior to their appointment if they have any questions or financial concerns.

To manage high call volumes and support efficient appointment booking, some calls are handled by a dedicated call centre that assists with administrative enquiries only. This allows onsite staff to focus on patient care and clinical duties. Call centre staff are trained in Australian privacy requirements and do not provide clinical advice. Patients who prefer to speak with onsite staff can select the relevant phone option or use online booking where available. Occasionally, call quality issues or dropped calls may occur due to external telecommunications provider disruptions. While the practice aims to maintain reliable connectivity, resolution times depend on third-party service providers.
Appointments may be cancelled only in limited circumstances, such as practitioner unavailability, illness, or at the doctor’s request. If a cancellation is required, patients will be notified as soon as possible and offered appropriate alternatives, which may include rescheduling or a telephone consultation where suitable.

Patients who wish to speak directly with onsite practice staff may do so by selecting the relevant option when calling the practice or by using the online booking system where available.

Appointment confirmations and changes are communicated via SMS or phone call where possible. Patients who have not received confirmation are encouraged to contact the practice directly to verify their appointment details.
The practice takes concerns regarding staff conduct seriously and aims to address feedback in a professional and respectful manner. Patients wishing to raise a concern or provide feedback are asked to contact the practice using the email address provided on the website.
If a doctor is running late or becomes unexpectedly unavailable, the practice will notify patients as soon as possible. Where appropriate, alternative arrangements may be offered, such as rescheduling or seeing another available doctor.
Patients with urgent or sensitive concerns are encouraged to inform reception or their GP. Such matters are managed with priority to support timely and confidential care, based on clinical assessment.
Some online bookings require a temporary credit card hold to secure the appointment and reduce missed bookings. No funds are deducted, and any hold is released after attendance or within the standard processing period. Patients who prefer not to provide card details may book by phone where applicable.
In rare cases, appointments may not appear correctly due to technical issues. Patients usually receive an SMS reminder prior to their appointment. If confirmation has not been received, patients are advised to contact the practice to verify booking details.
The practice communicates appointment confirmations, cancellations, or rescheduling via SMS or phone call where possible. Patients may also contact the practice directly to confirm appointment details if required.
A cancellation fee may apply if an appointment is missed or cancelled within four hours of the scheduled time, as the allocated consultation time cannot be offered to another patient. Fees may be waived at the discretion of the GP. Patients who are unable to contact the practice during business hours may notify the practice via email where available.
Medical records are transferred securely in accordance with privacy requirements, either via encrypted digital transfer or registered post. A fee may apply to cover staff time, secure handling, and long-term record storage obligations. Health summaries are provided at no cost. Medicare rebates and concessions do not apply to record transfer fees.
Appointment confirmation helps ensure consultation times are used effectively and reduces missed appointments. SMS reminders are sent in advance, and timely cancellations allow appointments to be made available to other patients
A fee may apply if an appointment is missed or cancelled within four hours of the scheduled time, as the allocated consultation period cannot be offered to another patient. In some circumstances, this fee may be waived at the discretion of the treating GP. Patients who are unable to contact the practice during business hours may notify the practice via email where available.
A fee of $100 applies to the transfer of full medical records to another practice. This fee reflects the administrative time required to compile records, consult with the treating GP where necessary, and ensure accuracy, as well as the cost of secure handling and transfer via encrypted digital methods or registered post. Practices are also required to retain medical records for statutory periods of at least seven years, or longer for minors, which involves ongoing data security and storage obligations. Health summaries are provided at no cost. Medicare rebates and pension concessions do not apply to medical record transfer fees.