Frequently Asked Questions
These are the frequently asked questions reception hears most, answered in one place from the clinic’s own policies: booking, opening hours, bulk billing and fees, phone consultations, test results and getting help after hours.
If your question is not here, call (03) 7300 7780 or email [email protected]. The full policies are on Practice Information and Patient Info and Fees.
Frequently asked questions about booking and appointments
How do I book an appointment?
You can book online through HealthEngine at any hour, or call reception on (03) 7300 7780 during opening hours.
What are your opening hours?
Monday to Friday 8am to 8pm, Saturday and Sunday 9am to 5pm, and public holidays 10am to 3pm.
Do you take walk-ins?
The practice is appointment based, but walk-in patients are welcome. A walk-in visit may attract a private fee, so ask reception.
How long is a standard appointment?
Standard consultations are up to 15 minutes. If you think you need more time, for example for several problems or a care plan, tell reception when you book.
What if I am running late?
Call reception. If you are more than ten minutes late, you may be rescheduled to another time or day, depending on availability.
Can I choose my doctor?
Yes. Ask for a particular GP when you book. Their profiles are on Our Team, and you can let reception know if you would prefer a female doctor.
New patients
I am a new patient. What should I bring?
Photo ID and a valid Medicare card. Please arrive at least five minutes before your consultation, or fill in the new patient form beforehand.
Do I need a referral to see a GP?
No. You can book with any GP directly.
What is MyMedicare?
A voluntary way to register with your regular practice. The clinic invites patients who consider it their preferred practice to register. Details are on Patient Info and Fees.
Bulk billing, fees and payment
Do you bulk bill?
Yes. Standard consultations are bulk billed for all patients with a valid Medicare card. All procedures are subject to fees. See bulk billing for what that covers.
What does it cost without Medicare?
A standard consultation is $70, paid on the day by EFTPOS. The clinic does not keep cash on the premises.
Where can I see procedure fees?
The fees table on Patient Info and Fees lists each procedure with its total fee, Medicare rebate and out-of-pocket cost.
Is there a cancellation fee?
Yes. Appointments cancelled within 2 hours, or missed without notice, attract a $30 fee, payable on the day or before your next visit.
When is payment due?
On the day of the appointment. Accounts not settled within 14 days incur a late fee of $15 for each week after that.
I have a DVA, Pension or Health Care Card. What do I do?
Show it to reception, along with your Medicare card, and let staff know if any of your details change.
Phone consultations, results and tests
Do you offer phone consultations?
Yes, for problems that do not need a physical examination. The doctor calls you on the day, but not at a set time. Ask reception about fees. See telehealth for details.
Can anyone have a phone consultation?
To stay eligible, you need at least one face-to-face consultation with your doctor each year.
How do I get my test results?
You will usually be notified by text message, and urgent results are followed up by phone. Reception and nursing staff do not give results over the phone, so book a time with your doctor to discuss them.
Is pathology available at the clinic?
Yes. Australian Clinical Labs has a collection centre at the clinic: Monday to Friday 8:30am to 4pm, Saturday 9am to 12:30pm, closed Sundays and public holidays.
Will my referral be bulk billed?
The clinic cannot guarantee that outside providers, such as imaging or specialists, bulk bill. Ask the provider about fees before you go.
Interpreters, after hours and emergencies
Can I get an interpreter?
Yes. Tell reception. A phone interpreter may be available, and an onsite interpreter can be requested if booked before your appointment. Auslan interpreters can be booked through NABS online or on 1800 246 945.
What do I do when the clinic is closed?
Call 13 SICK (13 7425) to arrange an after-hours home visit or phone consultation. For health advice from a nurse at any time, call healthdirect on 1800 022 222.
Do you do home visits?
Home visits are available for clinic patients who are too unwell to attend. The minimum out-of-pocket fee for a visit during business hours is $250.
What if it is an emergency?
Call 000 or go to your nearest hospital emergency department.
I was hurt at work. What should I bring?
Tell your employer and bring their contact details, so the clinic can verify your claim and arrange payment. The WorkCover page explains certificates.
Good to know
Before your appointment
If you are a new patient, please arrive at least five minutes before your consultation and bring:
- Photo ID
- A valid Medicare card
Fees and billing
We offer bulk billing to all patients with a valid Medicare card for standard consultations. All procedures are subject to fees.