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New patients are welcome
All new patients require a new patient long consultation and registration forms completed. You will also have the option to register us as your Primary Practice; this may determine your relevant fee schedule.
Any previous medical records may be brought in on the first visit or can be requested if a signed consent form is completed during your first consultation.
Your previous medical practice will usually charge a fee for complete medical records.
E-mails
Our emails are checked periodically but not constantly monitored throughout the day.
Please do not send emails that require urgent attention or for matters requiring medical advice.
We never provide medical consultations nor provide medical advice via email. Please do not email requests for prescriptions or referrals as they require an appointment.
The security of our patient records is paramount and we are unable to discuss, address or provide any patient information without their signed written consent from a validated source.
For all urgent matters please contact reception on 0264936075. For medical emergencies please call 000.
Blood tests and Pathology
Our Capital Pathology courier arrives daily around 12 noon to take all samples to the lab in Bega. All blood collections or pathology tests should be scheduled for the morning before 12 noon.
Please refer to the Capital Pathology website for their relevant billing policy.
Patient confidentiality and Patient rights
We strongly advocate for patient rights. We recognise and respect that a well informed patient is entitled to choose their own treatment pathway even if it is contrary to what friends or family may choose.
We endeavour to always protect patient privacy.
Therefore we cannot discuss any of your medical matters with anyone else unless we have your written consent.
Please remember that reception staff do not have access to your medical records.
Prescriptions and Referrals or Forms
Our doctors follow best practice and encourage a consultation for review before issuing referrals or prescriptions; please make an appointment. All forms and paperwork to be completed also require an appointment.
Your local pharmacist can assist you in registering for My Script List to eliminate the need for future paper or electronic sms scripts. This allows any pharmacy to access and dispense your scripts even if you are travelling away from home.
Lost prescriptions/referrals, print out of results or reports
An administration fee applies for all requests for reprinting of lost prescriptions, misplaced referrals, pathology or radiology reports.
Remember, you may also contact the pathology or radiology provider directly for copies.
Zero tolerance policy
Sadly, too many medical clinics have closed due to staff being abused and toxic online bullying.
Our patients are amazing, friendly and considerate people.
If you are the exception and choose to harass or be aggressive or abusive to any of our staff or other patients at our clinic, you will be swiftly banned.
We have a zero tolerance policy and will not allow any attempt by aggressive ill behaved self entitled demanding individuals to jeopardise and abuse the care provided to thousands of other appreciative but quiet patients in the community.
Patient appointments
We allocate generous appointment slots to try to keep on time and we never double book appointments.
At times there may be delays caused by unexpected emergencies or patients with complex medical issues. Reception will always try to keep you informed. You can assist us by advising reception if your appointment is for multiple issues or if you may take longer than a standard appointment.
If you arrive with multiple issues for a standard appointment, this can contribute to other patients waiting longer, so instead you may be asked to reschedule if possible to be considerate to other patients.
If you have missed your appointment or if you are late and it is not medically urgent, you may need to rebook your appointment as not to unfairly make other patients wait longer. Fees apply if you are late or have missed your appointment. Please see Fees page for more details.
If you have missed your appointment or if you are late and it is not medically urgent, you may need to rebook your appointment as not to unfairly make other patients wait longer. Fees apply if you are late or have missed your appointment. Please see Fees page for more details.
Leaving patients
We wish you well at your new practice and travels . Your medical records can be transferred to your new practice but it is important for security that a signed consent form is provided and records must be sent to a secure validated site.
We can provide a Health Summary to your new practice for free.
A larger transfer of your complete file will incur a $40 administration fee.
Complaints
If you have any concerns or complaints about your medical care or treatment, we encourage you to raise your concerns directly with the relevant doctor or with our Practice Principal.
If your concerns are not resolved or if you are not satisfied with the response or outcome, you may also raise your concerns directly to the HCCC Health Care Complaints Commission.
Email: hccc@hccc.nsw.gov.auStreet address: Level 12, 323 Castlereagh Street, Sydney NSW 2000Phone: (02) 9219 74441800 043 159 - Toll Free (NSW Only)
Our patients trust us
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