Doctor Cancellation & Non-Attendance Policy

Due to the high demand for bulk billing appointments and the high number of non-attendances and cancellations for GP appointments, we will be introducing a fee of $35 per consultation that is not attended or not cancelled within 3 hours of the appointment time. This will commence from 1st April 2014.

For the first non-attendance or late cancellation of appointment, you will be given a friendly reminder of our policy. If a second appointment is missed, you will receive a letter and an account that is to be paid before your next appointment. If a third appointment is missed or not cancelled appropriately, a letter of suspension of services and an account will be issued. This letter will see your access to all services suspended until accounts are paid. There may also be the possibility of permanent suspension from the practice at the Doctors’ discretion for repeat offenders.

We have many wasted appointments every day and by introducing this policy we hope patients will consider cancelling their appointments so that others may access them if required.

If you have any concerns please speak Reception staff.


Allied Health Cancellation & Non-Attendance Fees

Patients that have been referred to our Chronic Disease Management Nurses or Allied Health Professionals under a Care Plan, please be advised that in order to ensure bulk billing under Care Plans is sustained and accessible to all, our Chronic Disease Management Nurses and Allied Health Professionals will charge cancellation or non-attendance fees.

This fee will be charged in the event of a non-attendance of appointment or in the case when less than 24 hours’ notice is given to cancel the appointment.

In the event of exceptional circumstances, the Allied Health Professional or Chronic Disease Nurse will be notified and they will advise if the cancellation/non-attendance fee will stand.

Any fees incurred are required to be paid before the next consultation is booked.

The fees incurred are: $50.00 for Psychologists and $50.00 for all other Allied Health and CDM Nurses and Mental Health Nurses.

If you have any queries regarding this or any of our policies, please do not hesitate to contact Reception.


Results Follow Up Policy

Patients are requested to make follow up appointments for review of pathology, investigations and specialist consultations approximately 5 working days after they have had their tests or investigations performed.

Please be advised that no results or investigations will be discussed over the phone by the doctor. If you are making a follow up appointment, please advise the Receptionist so that your appointment is correctly annotated in our appointment software. It is important that follow up appointments are kept. If you find you are unable to keep your appointment, please contact Reception to rebook.


Repeat Prescriptions and Referrals

It is policy of this practice that patient requests for repeat prescriptions and referrals are done through an appointment.

Please be advised that no results or investigations will be discussed over the phone by the doctor. If you are making a follow up appointment, please advise the Receptionist so that your appointment is correctly annotated in our appointment software. It is important that follow up appointments are kept. If you find you are unable to keep your appointment, please contact Reception to rebook.


Practice Communication Policy

TELEPHONE CALLS

Your Doctor is accessible by telephone; however calls to the Doctor can inconvenience patients whilst in consultation. Doctors will not take calls during consultations. In some cases the reception staff or registered nursing staff may be able to assist you. Messages may be left to the attention of the Doctor and will be dealt with as soon as practicable. If you experience chest pain or breathing difficulties while “on hold” or outside operating hours of the practice, please dial 000 for assistance.