Frequently Asked Questions
How to see your doctor:

We are a bulk billing family practice. Walk-ins are recommended and appointments are also welcome. Patients can choose the doctor they want to see or request the first available. If the chosen doctor is not available, the next free doctor will be allocated. Emergency cases will have first priority. People with appointments also get priority. Longer consultations are available if needed: please inform the receptionist if you require extra time. 

Services available:

General practice consultation, routine check-ups, workers compensation, minor surgery, antenatal shared care, pap smears (when available), pregnancy tests, counselling, childhood and general vaccinations, skin checks, baby clinic, child health, diabetes testing, pathology collection, women’s and men’s health, chronic disease management plans, health assessments, medical examinations for pre-employment and drivers licenses. 
Specialist services: Audiology, Physiotherapy, Pathology, Massage Therapy, Dietician, Skin Check are available by appointment. 

Fees and billing arrangements:

Most of our services are bulk-billed under Medicare. However, services that are not covered by Medicare will attract a private fee. A standard consultation is $70 (normal weekday hours) or $80 (weekends and public holidays) for patients without a valid Medicare card. The fees for medical examination and pre-employment may vary. The receptionist will advise you of the fees beforehand. Payment is required before the consultation. 

 

Recall & Reminder system:

Patients are encouraged to return to the surgery to discuss their results (pathology, radiology, etc) particularly if the treating doctor has requested them to do so. Even if initial tests are normal further testing or treatment may still be required. However, should there be any abnormality with the results; the receptionists will contact the patient via telephone or registered mail depending on the urgency. Please promptly inform the reception staff if you change your phone number or address to facilitate a more efficient recall system. All patients of the practice will automatically be on our national/state/local/recall system for pathology results and health promotion, if you do not want to be on any of these reminder systems please let your doctor know so that we can remove you from the specified systems. 

Scripts and Referrals:

It is important that you see your regular doctor for your scripts and referrals. However, subject to certain terms and conditions, you may be able to organise your scripts or referral over the phone. If your doctor does write a script or referral for you without consultation, then there may be a charge of $20.00 for these services and a delay of 48 hours.

Test Result:


In most cases, it is preferred that patients return to discuss test results with the doctor face to face to protect patient confidentiality and to ensure that the results are explained properly. Please call the surgery after three days to see if your results are back and to make an appointment. Please note some results will be given over the phone but only by pre-arrangement with your usual doctor.

 

After-hour arrangements:


For urgent after-hours medical attention when the surgery is closed, please attend central Sydney GP after-hours services located adjacent to the emergency department at Bankston – Canterbury Hospital, 68-70 Eldridge Rd, Condell Park NSW 2200. Otherwise, contact the surgery on 9708 3611 for instructions on how to access the practice deputizing after-hours service.  If it is an emergency please call 000. 

 

Interpreter Services:


If you or your family require an interpreter, we can organise this for you. Please let us know prior to your appointment booking. Alternative, you can contact the translating and Interpreting Services on 131 450 directly. If you are hearing impaired and require an AUSLAN interpreter, we can also organise for you.

 

Pathology;


Blood collection services are available between 8:30 am – 2 pm Monday to Friday, Saturday from 8:30 am – 12:30 pm. Patients do not need to make an appointment for this service as long as you have a valid pathology form with you on arrival. Please keep in mind the greatest demand for pathology services is during the first two hours of each day and there may be a waiting time during this period.

 
Email:


This is for general inquiries only, Practice does not communicate with the patient via email regards to their health or their family member’s health matter. PLEASE DO NOT EMAIL THESE DETAILS TO THE PRACTICE.

 

Home visits:


Home visits are only available for regular patients within a 2km distance of the practice in exceptional cases only and are subject to the doctor’s availability. Please call early in the day so a visit can be organised. A $200 fee applies. Home visit times are normally between 12 pm-2 pm. 

 

Telephone access:


Doctors on the practice may be contacted during normal surgery hours. If the doctor is within a patient a message will be taken and you will be advised by the receptionist when it is likely that a doctor will return your call. Your call will be put through to the doctor in the event of an emergency.

 

Your privacy:


All medical records are confidential and are securely stored in a lockable cabinet out of public reach and by passwords on our computer system. Your personal information may be disclosed to other health professionals such as specialists for your continued quality of care. You may access your medical records with your doctor as a consultation or you may request a copy where an administration fee of $36 will apply. All original medical records belong to the practice.  

 

Your rights: 


We are constantly striving to provide our patients with the best possible care and attention. If you have any problems, suggestions or complaints, we like to hear them. Please feel free to talk to the doctors or practice manager. There is a suggestion box for your feedback if you prefer to write to us. All concerns, suggestions, and complaints are taken seriously. If you feel that you need to take the matter further and wish to discuss it outside the surgery there are several options available eg. Health Care Complaint Commission website: http://www.hccc.nsw.gov.au, or by mail: Locked Bag 18 Strawberry Hills, 2012. 

41 Rickard Rd, Bankstown NSW 2200

Tel: 02 9708 3611